Abandoned checkout recovery
Understand when a checkout counts as abandoned, when Vipter notifies your automations, how the recovery link works and how long the data is kept.
An abandoned checkout belongs to someone who filled in their contact details and left without trying to pay. Vipter records this person, notifies your automation tools and webhooks, and generates a link that reopens the checkout with the details filled in. Your tool sends the recovery message, by WhatsApp or e-mail: Vipter doesn't write to the buyer.
The list and the details of each abandonment are in SalesTransactions, on the Abandoned checkouts tab. See Abandoned checkouts.
What counts as abandonment
It counts when the buyer:
- filled in the contact details at checkout, with a valid e-mail, and
- made no payment attempt.
Opening the link isn't enough: without contact details, there is no one to send the message to. The buyer doesn't need to click continue. When they finish filling in the details, the checkout already gets ready for the payment in the background, and that already counts.
Left out:
| Situation | Why |
|---|---|
| Card declined | There was a payment attempt. The right message is a different one, not "you forgot something". |
| PIX generated and not paid | There was a payment attempt. |
| Post-purchase offers (upsell) | They show after a paid purchase. |
If the buyer fills in the form again for the same offer, the earlier attempt is replaced and doesn't become another abandonment.
The two stages
- Record, 15 minutes later: after 15 minutes with no activity at checkout, the abandonment shows in the dashboard with the Abandoned status. Nothing goes out yet.
- Notice, 60 minutes after the record: Vipter sends the abandoned checkout event to your automations and webhooks, with the recovery link. If the buyer pays before then, the notice doesn't go out.
The wait keeps you from sending a discount coupon to someone who already came back and paid full price. The check runs every few minutes, so the times can vary a little.
Several abandonments by the same person on the same product become a single record, with the number of attempts. Different plans of the same product family count as the same product.
When the notice doesn't go out
At notice time, Vipter checks whether the person is already a customer of that product. Any of their details counts for this: e-mail, phone, tax ID or customer record. The notice doesn't go out and the record changes to E-mail not sent when:
| Reason | When |
|---|---|
| Already bought this product | They have a paid order for the same product in the last 30 days, even if it was refunded. |
| Already has an active subscription | They have a subscription to the same product that is active, in trial, paused or with a pending payment. |
| Team e-mail | The e-mail belongs to someone on the project team, as in a test purchase. |
Refunded orders count to keep someone from asking for a refund to buy again with the recovery discount.
Where the notice goes
- Automations: Voxuy, Voxuy Enterprise and Hotzapp get the Abandoned checkout event, according to each connection's settings. See Automations.
- Webhooks: the
checkout.abandonedevent goes to the endpoints that receive this type of event, with the contact, the product, the offer, the amount, the UTMs, the source, the number of attempts and the recovery link. See Webhooks.
Each abandonment generates a single notice.
The recovery link
The recovery link is the offer's payment link with the ?rec= parameter. When it opens:
- the checkout comes with the buyer's name, e-mail, phone and tax ID already filled in;
- a pack link reopens the same pack;
- the click is recorded on the abandonment.
The link is valid for 7 days and only works on the offer it came from. It doesn't store the payment: the buyer still chooses how to pay and enters the card. Because it holds personal data, send the link only to the person themselves.
The link shows in the event sent to automations and webhooks and on the abandonment page in the dashboard, while the record is open.
When the purchase happens
When the person buys the product, their open abandonments are closed:
- Bought on their own: they bought before the notice went out. It counts as a sale without a campaign, and no event goes out.
- Recovered: they bought after the notice. The
checkout.recoveredevent goes to the webhooks, with the order and whether the purchase came through the recovery link, so your tool can stop the message sequence.
After 7 days without a purchase, the record changes to Lapsed and leaves the list of open ones.
How long the data is kept
Abandonment records are deleted after 30 days. Name and e-mail from checkouts that didn't become orders are also deleted within that period. Paid orders stay, because they are financial records.
The checkout doesn't ask for marketing consent. Since your tool sends the message, check that your use of the data follows the privacy rules that apply to your store.
Common problems
-
A buyer abandoned, but doesn't show in the list
They left before filling in the contact details, tried to pay by card or generated a PIX, or 15 minutes haven't passed yet.
-
The abandonment is in the list, but the automation received nothing
The notice goes out 60 minutes after the record. If the status is E-mail not sent, the person was already a customer of the product. Also check that the automation is set up for this event and that the webhook endpoint receives
checkout.abandoned. -
The recovery link opens an empty checkout
The link is over 7 days old or was pasted onto another offer's link. The checkout opens normally, just without the details filled in.
What to do next
- Follow the abandonments in Abandoned checkouts.
- Build the message sequence in an automation.
Thank-you page and success URL
What the buyer sees after paying, how downloads show up and how to send the buyer to a page of yours with the success URL.
Use your own domain for checkout
Serve the checkout and the customer portal on a subdomain of your site, such as checkout.yourstore.com, with the certificate issued automatically.