Do you use a cart activity app to monitor your customer's browsing sessions? Sometimes the data collected from these apps can differ from what you see on your Orders screen within Jilt. Let's take a look at how we manage abandoned orders.
What is an abandoned cart?
First, it's important to understand how Jilt tracks your abandoned carts. Jilt considers an order abandoned after it captures the customer's email at checkout and their cart has then sat idle for 15 minutes.
For Shopify stores, we capture the email once the customer fills out the field at checkout, along with the other customer info, and then submits the form by clicking the "Continue to shipping info" button.
For WooCommerce and Easy Digital Downloads stores, the email info is captured as soon as the email field has been filled out.
What about abandoned carts that don't have an associated email?
While these types of carts are not displayed from within your Jilt account, their activity is monitored and logged from within the database in case the customer completes the email field at a later date.
As soon as your customer returns and fills in their contact information, the order will appear as an abandoned order in your account.
Other order management techniques employed by Jilt
Once we collect an email address for a shop visitor we check for any other abandoned carts for that customer from the past 7 days. If abandoned carts for that email exist, and the customer has not yet placed an order, then we group the new cart with the existing one(s). It becomes a part of the grouped recovery campaign to prevent duplicate emails from going out. Then, if the customer finishes the order, any remaining scheduled recovery emails for that grouping are cancelled.
Note that this type of grouping can happen for carts started across any number of devices, since we send the cart data and perform the grouping in a centralized location. It's the magic of cart regeneration 🎉
We employ one final safety check, which is that if we receive notice of a cart abandonment within a small timeframe of an order being placed, we don't consider that cart as being recoverable, and instead we assume it to be some leftover or stale data from the eCommerce platform, which can happen from time-to-time.
Give us a shout if you still have questions about your abandoned order activity. We're happy to take a closer look :)