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 sends LINE messages to customers who started Shopify checkout but did not complete the purchase. Adding products to the cart without starting checkout does not qualify for detection.

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 detection uses incomplete checkout data synced through the Shopify integration. To send a LINE follow-up, Lumo must be able to associate that checkout with a LINE friend.

To identify visitors arriving from links in LINE messages, the store must load Lumo's tracking code. Enabling the "Lumo LINE CTA" app embed and its display setting loads this code too. This is separate from "Lumo Tracking" under Customer events. See Showing a LINE friend-add CTA on your store.

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"

In Shopify admin, check that "Lumo Tracking" is connected under "Settings" > "Customer events". Lumo Tracking measures product views; order and checkout data arrive through the Shopify integration sync.

Checking the LINE link button

"Lumo LINE ID Link" can be added to the new Thank you and Order status pages, and the Profile and Orders pages of new customer accounts. It cannot be placed on legacy customer account pages.

Complete LINE Login setup in Lumo, then add and save the block in Shopify's checkout and accounts editor. Desktop visitors get a QR code popup; phone visitors go directly to LINE. Before launch, limit visibility to test viewers on the Shopify integration's "ID linkage" tab. See How to integrate Shopify.

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 "Create a LINE message for abandoned carts," the agent proposes an auto send message based on the "Abandoned cart follow-up" template, with the cart's products and a link to resume checkout.

If the proposal looks good, select "Execute"; if you want to pass on it, select "Not now". Once you approve, the auto send message is saved. You can then have the agent create a workflow that sends it with the "Cart Abandoned" trigger. The workflow doesn't send anything until you activate it. On LINE Official Accounts with a Klaviyo integration, the agent creates the message for a Klaviyo Flow instead and shows you the connection details to paste into the Flow.

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

The workflow's "Abandonment Detection Time" determines how long after the incomplete checkout was last updated it is considered abandoned.

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.