TABLE OF CONTENTS

Overview

The Abandoned Shopping Cart app helps venues recover bookings that would otherwise be lost by re-engaging customers who abandon checkout after providing their contact information. 


Through targeted follow-up messaging, venues can encourage guests to return and complete their purchase. The feature uses a campaign-based approach to abandoned cart recovery, enabling coordinated email outreach with customizable messaging. Built-in reporting provides visibility into abandoned carts, recovered bookings, and generated leads. The Abandoned Shopping Cart app is designed to improve conversion rates and drive incremental revenue through more intentional, measurable recovery efforts.


Value to Customer

Venues benefit by recovering lost revenue with minimal ongoing effort once campaigns are set up, while also gaining clear visibility into performance and access to actionable lead data.


Example use cases:

  • Automatically re-engage customers who selected tickets but didn’t complete booking
  • Send timed follow-up reminders via email 
  • Monitor abandoned cart recovery performance in a dashboard
  • View a table of all abandoned cart leads with readily accessible contact information for follow-up or analysis

For sales and marketing teams, this feature can be positioned as:

  • “Turn abandoned carts into bookings automatically”
  • “Recover revenue without additional ad spend”
  • “Full visibility into abandoned cart performance and leads”

How it Works

Abandoned Shopping Cart tracks customers who enter contact information (first name, last name, and email) in the ACME Online Sales flow but do not complete their booking. These customers are surfaced as leads in the app and will receive automated recovery campaigns via email.


If a customer converts within 7 days after receiving a message, that booking is attributed as a recovered booking.


A lead is counted as converted if they place an order with the same email address that exists on the lead


Setup


Ask your Account Manager to enable access to the ACME App Store! To use the Abandoned Booking feature, you must utilize ACME's Online Sales platform.


High-level setup flow for venues:

  1. Have your account manager enable the ACME App Store

  2. Backoffice users who need to see and configure the app will need the app-admin permission.

    1. This permission is included in the new role app-admin

    2. The app-admin role has been seeded to the superuser and superadmin groups

  3. In ACME Backoffice > Apps > Abandoned Shopping Cart > Click Get Started

  1. Build messages

    • Create your Campaign Messages, which are the emails that will be sent to your customers who abandoned their bookings. Click Campaign Messages

      • Click New Message to create a new message or you can edit an existing message

      • To create a New Campaign Message, you have several configuration options

        • You can keep the ready-to-go default email as is

        • You can configure a custom email. On the email you can specify:

          • Internal Name: This is the identifying name of the email message. End users will not see this name, it is simply so admins configuring the app can reuse the email message in various campaigns.

          • Reply-To Email: if a customer hits 'reply' on the abandoned booking email this 'reply-to email' will receive their responses

          • To customize the email content, toggle Email Options to Custom and Preview to the pencil

          • Dynamic variables that can be added to the email:

            • First name

            • Last name

            • Email

            • Event Name

            • Event Date/Time

            • Tenant Name

            • Checkout URL

          • Note, all emails automatically include “unsubscribe from this list” at the bottom

          • To preview how the email will look, click the eye in the Preview section

    • Create your first campaign by Clicking +New Campaign

    • Add a Campaign Message by clicking Add Another Message

    • Specify the timing of send after abandonment

    • Then assign the Campaign Message that will be sent out. You can select a previously configured campaign message or you can create a new one.

    • Optionally, you can add additional messages that will be sent to the customer in the specified time after abandonment

    • Optionally, you can say whether to stop sending emails after the originally selected booking date passes

    • Click Save and Activate

  2. If you ever want to Pause a campaign, you can simply click Pause from the Campaigns tab. This will halt any messages from going out to new or existing leads. 


In Action

Customer Flow

  • Customer builds a cart in ACME Online Sales
  • Selects date, time, and Events (Note: Support for items other than "Events" will be coming in future releases)
  • Inputs first name, last name, and email 
    • Clicking “continue” is not required for contact info to be recorded in the app
  • Customer abandons checkout (does not complete booking)
  • If the customer completes booking within 1 hour of entering contact info:
    • Counted as an organic conversion
    • The conversion is not attributed to the abandoned shopping cart app and no messages are sent.
  • If a published campaign exists then email messages are sent according to the campaign's configured timing
  • Scheduled messages stop sending if:
    • The customer converts mid-campaign
    • Campaign is paused (they will not re-start for customers that were already in the flow)

How is conversion calculated

  • If a customer completes any order within 7 days of abandonment and receiving a message, we consider that to be a recovered shopping cart.
    • Note - a customer does not need to complete their booking from the email link itself to be considered a “conversion” as long as they complete a booking within 7 days of their original abandonment and enter in the same contact email during purchase


Reporting 


There is a dashboard in the app that shows recovery performance

  • Total leads - Count of customers who “abandoned”, meaning they inputted their contact info and then did not complete the booking within 1 hour
  • Emails sent - Count of emails sent
  • Emails opened - Count of emails opened
  • Recovered bookings - Count of bookings made from customers who received an abandoned shopping cart message, made within 7 days of abandonment
  • Recovered revenue - Revenue from ^

Leads Table



  • Shows all leads, current status and contact information
  • As messages get sent, the message details and events (delivered, opened, clicked) are added here too
  • Statuses:
    • Active - Currently in a campaign
    • Converted - Were in a campaign, and then purchased
    • Canceled -
      • Venue manually canceled it via the app UI
      • Customer booked on their own before we ever reached out to them
      • Campaign was paused while they were in the middle of it