Abandoned basket emails
From the back office, navigate to Online Store > Online Setup > Abandoned Baskets.
The Abandoned Baskets screen displays all existing abandoned basket email templates.
Select an Email Subject to edit an existing template, or select + Email Template to create a new one.
You can create multiple abandoned basket emails, each sent at a different interval after a basket has been abandoned. We recommend setting up three emails to follow up with customers at different stages.
The following information is displayed for each email template:
Email Subject - The subject line of the email.
Interval - How long after a basket is abandoned the email will be sent.
Discount - Indicates whether the email includes a discount code.
Active - Indicates whether the email is currently active.
Email setup
Select + Email Template to create a new abandoned basket email. Complete the following fields to configure the email:
Automatically send email when basket is abandoned? - Enable this option to allow the email to be sent automatically.
Email subject line - Enter the subject line that will appear in the customer's inbox.
Message title - Enter the title displayed at the top of the email.
Header image - Add an eye-catching image to encourage customers to complete their purchase. The recommended image dimensions are 600px (w) × 260px (h).
Message - Enter a message encouraging the customer to complete their purchase. Use the
{{CustomerName}}Nugget to personalise the email. The products in the customer's basket will be displayed beneath the message, along with a link that takes them directly to the checkout page.When should the email be sent? - Specify how long after the customer has left the site the email should be sent.
Incentivise the sale with a discount code? - Enable this option to include a discount code in the email. You can configure the discount percentage, how many days the code is valid for, and whether it applies only to baskets above a specified value. The discount code, value and validity will be included automatically in the email where you put the
{{DiscountCode}}Nugget.Who should receive these emails? - By default, the email will be sent to all eligible customers. You can choose to include or exclude specific user groups to control who receives the email.
Once you have completed the settings, select Save to create the email template.
Repeat this process to create additional abandoned basket emails, each with a different sending interval.
Important: Abandoned basket emails will only be sent to customers who are logged in or have provided their email address during guest checkout.
To monitor abandoned basket rates, refer to the Abandoned Basket Report within the Reporting Help Centre.