This feature can identify when known but anonymous customers initiate the checkout process. We must enable this feature for you. If you've not already spoken with someone on our team, please ensure you request that we enable this for you.
If you're using our custom Shopify Integration app + Customer Events pixel, the Checkout Started Reclaim script will automatically be installed.
For non-Shopify stores who wish to use this feature, you must first ensure that you’re using the most recent version of our script on your website. The base script must fire before the Checkout Started Reclaim script. You can find your script in your Retention.com account under Code Script > View Script.
Click here for a link to all our tutorials on how to add the script to your site, in case you need a refresher.
Set up Abandoned Checkout flow
Once you set up the custom Shopify Integration app and we've enabled the feature for you, you will see the Checkout Started Reclaim events in your R! account as well as in Klaviyo.
STEP 1 - Clone Flow
We clone the flow to keep your full automation strategy unchanged while using Reclaim’s events as the trigger.
Clone your existing Shopify Abandoned checkout (Checkout Started) abandonment flow in Klaviyo. Name it “Checkout Started Reclaim”.
Step 2 - Add Trigger
Change the Trigger metric from Checkout Started to "Checkout Started Reclaim.”
Note: If you're starting from scratch, Create a New Flow and choose "Metric" as your flow trigger, then "Checkout Started Reclaim".
Step 3 - Add Flow Filters
These filters ensure that when multiple abandonment events occur in a short time frame, customers enter only the highest-priority Klaviyo flow. This prevents duplicate messaging and keeps your engagement sequence organized and intentional.
It is important to note that you want your flow logic to prioritize this flow over all others because it’s the lowest in the funnel.
Edit or update your flow filters to include the following:
Has not been in flow in the last 7 days
ANDPlaced Order zero times since starting this flow
ANDPlaced Order zero times in the last 1 day
ANDCheckout Started zero times in the last 1 hour
ANDReceived email zero times in the last 7 days where flow = [Native Checkout Started flow]
Need to update filters for a flow powered by your Checkout Started trigger? Expand to learn how.
Need to update filters for a flow powered by your Checkout Started trigger? Expand to learn how.
If you don't already have them, you should add flow filters to exclude anyone who has:
Has not been in flow in the last 7 days
ANDPlaced Order zero times since starting this flow
Need to update the filters for a Checkout Started flow powered by an additional identity vendor? Expand to learn how.
Need to update the filters for a Checkout Started flow powered by an additional identity vendor? Expand to learn how.
Has not been in flow in the last 7 days
ANDPlaced Order zero times since starting this flow
ANDPlaced Order zero times in the last 1 day
ANDCheckout Started zero times in the last 1 hour
ANDCheckout Started Reclaim zero times in the last 1 hour
ANDReceived email zero times in the last 7 days where flow = [Native Checkout Started flow]
ANDReceived email zero times in the last 7 days where flow = [Checkout Started Reclaim flow]
STEP 4 - Update Higher-in-the-funnel Flows
Update the flow filters for your higher-in-the-funnel flows (Abandoned Cart/AddToCart and Browse Abandonment/Product View).
Make sure you update each flow to exclude Checkout Started Reclaim events (Checkout Started Reclaim zero times since starting this flow). Please ensure that all other Reclaims flows are updated to include the same 'Checkout Started Reclaim' filter.
STEP 5 - Check Row Collection Variable
Choose the first email in your Retention Checkout Started Reclaim flow, open the email editor and ensure that the row collection variable in “Table Settings” is either event.extra.line_items or event.extra.line_items|default:'’
If this requires a change, the row collection will need to be updated in each individual email in the flow. If your row collection is already event.extra.line_items or event.extra.line_items|default:'’, then no further action is needed.
It’s always a good idea to check each individual email in the flow via “Preview and Test” mode to ensure that the template is appropriately populating.
Add SMS to your flow [Optional]
If you want to send an SMS to customers triggering the Checkout Started Reclaim metric, you can add an SMS step to the same flow created above.
Step 1
If your original Checkout Started flow also includes SMS, add the following flow filter:
Received SMS zero times in the last 7 days where flow equals (existing checkout started/checkout abandonment)
Step 2
In your existing Checkout Started Reclaim Flow, add a Conditional split after the first Time delay, to check whether or not there is consent to receive SMS. Drag your first Email Step over to the beginning of the No branch.
Step 3
Add an SMS Step at the start of the Yes branch. Reconnect both branches after the SMS Step, by dragging the Rejoin icon from the No branch to the Yes branch.
Step 4
Configure your SMS content. Short and sweet is best for SMS! Don't forget to set them live!
Dynamic field list
These variables can be used in your email templates to dynamically populate information about your products.
For R! Checkout Started Reclaim events, the table with your product information should be set to Dynamic with the following settings:
The fields below are based on data sent from our Shopify Integration. Field names and variables may differ when using other eCommerce platforms or a custom setup.
Field | Field Name | Example Value | Dynamic Variable Markup |
Checkout URL | checkout_url | {{ event.extra.checkout_url|default:'' }} | |
Line Price | line_price | 59.98 | {{ item.line_price|default:'' }} |
Product Handle | product.handle | heather-navy-crew-neck-t-shirt | {{ item.product.handle|default:'' }} |
Product ID | product.id | 6605728710728 | {{ item.product.id|default:'' }} |
Product Image URL | product.image.src | {{ item.product.image.0.src|default:'' }} | |
Product Price | product.price.amount | 29.99 | {{ item.product.price.amount|default:'' }} |
Product Price Currency | product.price.currency_code | USD | {{ item.product.price.currency_code|default:'' }} |
Product Title | product.title | Heather Navy Crew Neck T-Shirt | {{ item.product.title|default:'' }} |
Product Type | product.type | Crew Neck Tees | {{ item.product.type|default:'' }} |
Product URL | product.url | /products/heather-navy-crew-neck-t-shirt | {{ item.product.url|default:'' }} |
Variant ID | variant.id | 39412811628616 | {{ item.product.variant.id|default:'' }} |
Variant Image URL | variant.image.src | {{ item.product.variant.image.src|default:'' }} | |
Variant Price | variant.price.amount | 29.99 | {{ item.product.variant.price.amount|default:'' }} |
Variant Price Currency | variant.price.currency_code | USD | {{ item.product.variant.price.currency_code|default:'' }} |
Variant SKU | variant.sku | TCT4000HNAVYM | {{ item.product.variant.sku|default:'' }} |
Variant Title | variant.title | M | {{ item.product.variant.title|default:'' }} |
Quantity | quantity | 2 | {{ item.quantity|default:'' }} |