Shopify Cart Abandonment Follow-Up

This feature delivers follow-up messages over LINE to customers who did not complete a purchase on Shopify. You can leave the message content and the timing of delivery to Marketing Agent.

What is cart abandonment follow-up?

Cart abandonment follow-up is a feature that delivers follow-up messages over LINE to customers who added products to their cart in your Shopify online store but did not complete the purchase.

By reaching out at just the right moment to customers who forgot to buy or were still hesitating, you can encourage them to complete the purchase. You can consult Marketing Agent on who to message, when, and what to send, and build follow-ups tailored to each individual customer.

What you need to use this feature

To use cart abandonment follow-up, your Shopify integration needs to be fully set up. Check that all of the following are complete.

Cart abandonment follow-up applies to customers who have linked LINE, and to customers who arrived at your store from a link in a LINE message. Customers link LINE themselves using the LINE link button shown on the purchase completion page (thank-you page) or on the account page (profile, order list, and order status pages).

How customer activity is captured

Cart abandonment data can be captured once "Lumo Tracking" is enabled in your Shopify admin.

How to check tracking

Tracking is connected automatically during Shopify integration setup, so there is no need to add it manually. Use the following steps to confirm it is enabled correctly.

1. Open your Shopify admin
2. Open "Settings" > "Customer events"
3. Confirm that "Lumo Tracking" shows "Connected"

This tracking is used to capture online store activity such as cart abandonment and product views. If it doesn't show "Connected", cart abandonment data can't be captured and customers won't be eligible for follow-up.

Checking the LINE link button

When you set up the Shopify integration and add the block in the Shopify editor, a LINE link button appears on the purchase completion page or the account page. When a customer links LINE using this button, they become eligible for cart abandonment follow-up.

If the button doesn't appear, check that the Shopify integration setup was completed all the way through. To make the LINE link button work, LINE Login must also be configured on the Shopify side.

Getting started with cart abandonment follow-up

We recommend leaving cart abandonment follow-up to Marketing Agent. If you want to create the broadcast manually, refer to the supplementary steps.

Letting Marketing Agent handle it

When you tell Marketing Agent "I want to do Shopify cart abandonment follow-up," the agent uses your Shopify cart abandonment data to propose the target customers, the timing of delivery, and the message content.

If the agent's proposal looks good, select "Execute"; if you want to pass on it, select "Not now". When you want to change how you work together, you can choose the Chat mode from "Auto / Create / Consult". "Create" is suited for when you want a draft, and "Consult" is suited for when you want to think through the approach together.

Setting it up yourself

When you want to decide the targets and content yourself, use the workflow trigger "Cart Abandoned". You can build a workflow that delivers a follow-up to customers who abandoned their cart using an auto send message.

Alternatively, because Shopify cart abandonment information is synced to Lumo, you can use it as a condition in a Segment to narrow down the recipients of a Message Broadcast.

Adjusting the follow-up timing

How long a product can sit in the cart before it counts as "cart abandonment" can be adjusted with the workflow's "Abandonment Detection Time".

In the settings of the workflow trigger "Cart Abandoned", you can choose the "Abandonment Detection Time" from immediately, 1 hour, 6 hours, 12 hours, 24 hours, 48 hours, or 72 hours later. The default is 72 hours later. If the customer completes the purchase before the detection time elapses, no follow-up is sent.

A shorter time lets you follow up while purchase intent is high, and a longer time respects the customer's pace. If you are unsure which timing fits, consult Marketing Agent.

How to create effective messages

Cart abandonment follow-up messages should include elements that make it easier for customers to resume their purchase. Combining the following elements is effective.

If you are unsure how to combine these elements, consult Marketing Agent and it will propose message ideas tailored to your products and situation.

About quantity and price display

The quantity and price that appear automatically on the product card are localized to your LINE Official Account's country setting. A Japanese account shows them like "数量: 2" and "1,200円," while Taiwan, Thailand, and other accounts show them in their respective language and currency symbol. The title, body, and button text you enter yourself appear exactly as written.

Reviewing follow-up results

After you broadcast a cart abandonment follow-up, you can look back at the results to inform your next improvement.

You can check the opens and responses to the messages you broadcast in Lumo's Reports and Dashboard. When you ask Marketing Agent which follow-ups were effective, it summarizes the results and proposes your next move. You can receive hints for improvement without tracking every number one by one.

When things don't work

When cart abandonment follow-up doesn't work, the cause is often a setting on the Shopify side. Check the following in order.