What triggers an abandonment?

  • Resolved adejones

    (@adejones)


    2 months ago

    Hi, I started using your plugin last week and I would like to ask what actually triggers an abandonment?

    I seem to get 1 or 2 each day, and in some cases there is a processing order within 1 minute of the abandonment but in other cases the user does not return despite emails.

    I have checked with a couple of the customers who are actually family members about their user experience on the website and why their order may have been abandoned but they don’t know because they said they literally added a product to basket, went to checkout, paid without any issues yet their details are in “cart abandonment” as well as having a processing order.

    I would like to know if there is an issue either with the plugin or with the website but I feel some of these entries are false.

    Thank you.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Aamir

    (@aamiribsf)

    Hello @adejones,

    Greetings for the day!

    Let me clarify how the plugin works. When a customer reaches the checkout page and fills in the required fields, the plugin captures this data. If the customer does not complete the order for any reason, a CRON job will run after the cut-off time set in the plugin, marking the captured data as an abandoned order and triggering the recovery emails.

    Could you please share some screenshots of your plugin configuration settings? We will review them and let you know if we notice anything that might help.

    Best regards,

    Thread Starter adejones

    (@adejones)

    Hi Aamir

    Thanks for the reply, I pretty much have the default config, see attached.

    So when a customer fills in their details, do they need to click “place order” before the plugin captures their data, or does the plugin use ajax or some other method to capture their data before they have even clicked anything?

    Some of the orders we have found have had all the customer details in including an order note like “please leave behind bin if we are not home” etc.. but then they’ve turned up in abandoned so I wondered if they have actually had an issue paying and then given up, just trying to find the reason for these. I changed the payment gateway on Saturday and actually noticed a reduction in these now so it could have been a gateway issue, but we are still testing.

    Plugin Support Aamir

    (@aamiribsf)

    Hi @adejones,

    Apologies for the delayed response.

    Customers don’t need to click the “Place Order” button. Once the user fills in the checkout fields, particularly the email field, the plugin automatically captures the data through an Ajax call.

    I hope this clarifies things.

    Best regards,

    Plugin Support Aamir

    (@aamiribsf)

    Hi?@adejones,

    It’s been a while since we haven’t heard from you so we are marking this thread as resolved.

    If you faced any other issues while using our product, feel free to start a new thread.

    Best regards,

Viewing 4 replies - 1 through 4 (of 4 total)
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