Customers Who've Purchased Are Receiving Abandonment Emails
In this scenario, customers who've purchased are receiving abandonment emails. Here are a list of possible issues:
- Issue: The sendConversion call is positioned incorrectly.
Fix: Verify that all customers, regardless of payment method, are exposed to the Rejoiner
sendConversioncall on order completion. The best way to test this is by completing test orders on your production site, while following our testing guidelines.
Issue: PayPal Auto Return is not configured. In this case, customers who convert via PayPal are never exposed to the
- Issue: Customers who complete orders over the phone aren't being tracked. This can occur if you have orders that are entered into a backend system that is different from your customer-facing eCommerce website.
Fix: The best approach for this situation is to integrate our conversion REST API. It involves a JSON POST that originates from your backend system for all completed orders. The REST API is documented here.
- Issue: A customer made a purchase, then returned to your site and abandoned shortly thereafter. In this case, a Rejoiner campaign would fire on the second abandoned cart.
Fix: This can be a confusing situation for the customer, as they will have remembered completing the original purchase. The best way to avoid this is to set a suppression window for customers who buy from you, so that if they return and abandon within that time period, Rejoiner campaigns will not send.
Issue: A customer rapidly clicked out the receipt page or experienced a network issue that prevented the
sendConversioncall from firing.
Fix: In order to successfully remove a customer from the queue of receiving abandonment emails, we must be notified that they completed their order. Cases such as the one described above are out of our control and may cause the
sendConversioncall not to fire. If this a frequent occurrence on your site, consider implementing our REST API as a more reliable means of tracking conversion.