How it works

Abandoned Basket

When a customer enters checkout with items and promotion codes but exits before completing their purchase, an abandonment workflow is triggered based on configured logic.

Prerequisites

To enable email generation:

SendGrid Connection A connection between the Abandon Basket service and SendGrid must be established Configured during initial setup and managed by CDS

Email Templates Templates must be configured in the CMS: Main Checkout → Abandon Basket → Templates

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Workflow Selection Hierarchy

The workflow selection hierarchy determines which abandonment workflow is used based on your CMS configuration. Each level corresponds to a workflow you can configure in the CMS. The system checks these in order and selects the first matching workflow based on the fields you have populated.

1. Item + promotion code
Used when a workflow is configured for a specific combination of item and promotion code

2. Promotion code
Used when no item + promotion code workflow exists, but a workflow is configured for the promotion code only

3. Item
Used when no promotion code workflow exists, but a workflow is configured for the item only

4. Default publisher
Used when no item or promotion code workflows are configured. In this scenario, all customers for that publisher receive abandonment emails, regardless of the item or promotion code associated with their purchase

Workflow Decision Logic

Level	Condition	Outcome
Item + promotion code	Workflow exists for both item and promotion code	This workflow is used
Promotion code	No match above; workflow exists for promotion code only	This workflow is used
Item	No match above; workflow exists for item only	This workflow is used
Default publisher	No match above	Default publisher workflow is used

Multi-item Purchase Journeys

For journeys involving multiple items:

• Item + promotion code, promotion code, and item-level workflows are bypassed
• The default publisher-level workflow is used automatically

User Journeys

Record Creation

When a customer enters checkout and provides an email address but does not complete their purchase, an abandonment record is created

If the purchase is completed in the same session, the record is removed

Otherwise, the record remains active and is processed by the abandonment service

Workflow Execution

The system evaluates the order contents

The appropriate workflow is selected based on the defined hierarchy

Key Processes

Sending Emails

• Emails are sent after each workflow step
• Content is defined in the CMS
• Each email includes a link back to checkout

Rebuild Cart Journey

• Customers can return to checkout with their original payload
• If the order is completed, the workflow ends
• If a new order is abandoned, a new workflow begins

Invalid Payload Handling

• If a rebuild cart payload is no longer valid (e.g. invalid promotion code), the customer is shown an error message
• This message can be configured in the CMS under:
  • Checkout Error Messages

Opt Out

• Customers can unsubscribe at any time using the link in the email

Exit-Intent

When customers navigate through checkout with items and promotion codes, exit-intent messaging is triggered based on your CMS configuration.

Workflow Selection Hierarchy

The hierarchy determines which exit-intent message is displayed based on the fields you configure in the CMS.

The system evaluates each level in order and selects the first matching configuration.

1. Item + promotion code
Used when messaging is configured for a specific combination of item and promotion code

2. Item
Used when no item + promotion code configuration exists, but messaging is configured for the item only

3. Default publisher
Used when no item-level configuration exists In this scenario, all customers for that publisher are shown the exit-intent message, regardless of the item or promotion code

Decision Logic

Level	Condition	Outcome
Item + promotion code	Messaging exists for both item and promotion code	This message is shown
Item	No match above; messaging exists for item only	This message is shown
Default publisher	No match above	Default publisher message is shown

Multi-Item Purchase Journeys

For journeys involving multiple items:

• Item + promotion code and item-level configurations are bypassed
• The default publisher-level content is used (if configured)

User Journeys

Exit-intent messaging is triggered when a customer attempts to leave the purchase journey (for example, by moving their cursor away from the screen).

Once displayed:

• Customers can close the modal and continue their purchase
• Or leave the journey entirely

If the modal is closed and the customer continues:

• The exit-intent message will not be shown again during that session

Supported Journey Types

Exit-intent messaging can appear on the following journeys and pages:

Single Item Journey

• Offer Selection Page
• Main Checkout Page

Renewal Journey

• Item Selection Page
• Offer Selection Page
• Main Checkout Page

Multi Item Journey

• Main Checkout Page

Upgrade Journey

• Offer Selection Page
• Main Checkout Page

Activate Journey

• Item Selection Page
• Main Checkout Page

Multi Item Cart Journey

• Item Selection Page
• Main Checkout Page