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Set up cart and browse abandonment messages
Set up cart and browse abandonment messages

Choose and set up message templates for abandonment events.

Updated over 5 months ago

Before you start

Things you need to know:


Triggered email messages

You need to create some email designs within your email messaging provider. If you want to use one of our default designs, you can copy and paste the HTML source provided into the email editor of your messaging provider.

For Dotdigital, you can add the URL for a cart layout into an external dynamic content block to include it in your email campaign.

Depending on your messaging provider, you might need to create:

  • a cart abandonment recovery email design

  • a browse abandonment recovery email design

First, decide on the content for your abandonment emails.

The main part of the email is stored and formatted in your current email messaging provider - including the header, footer and most of the body content. Once the email is created, you configure a trigger in Fresh Relevance to send that email for the appropriate type of abandonment.

The section of the email which shows the shopping cart (for cart abandonment emails) or the products browsed (for browse abandonment emails) is formatted in Fresh Relevance and merged into the final email in your email messaging provider. This is called the cart layout, or cart HTML. You edit this in Content > Cart Layout .

If you're briefing a designer to create HTML for your email, we advise that you:

  • Ask them to look at the example emails and example cart layouts that we provide

  • Advise them to include HTML comments to highlight the following:

    • The start of the cart layout

    • The start and end of the HTML that is repeated for every product

We also provide creative and implementation services - contact your Account Manager or Client Support for information about the options available.

Unsubscribe link

You can set up an unsubscribe link in Fresh Relevance to include in your marketing emails. This is optional for clients who use their normal ESP to send emails. We recommend that you use your ESP's normal unsubscribe mechanism if you can.

The main reasons for using our unsubscribe link are if you’re using a transactional ESP that doesn't handle unsubscribes effectively, or if you’re using several ESPs.

To create an unsubscribe link in Fresh Relevance:

  1. Expand the User menu and go to Settings > Triggers and Messaging integrations.

  2. Select Unsubscribe Link.

  3. In the Redirect Url field, enter the web page you want any unsubscribes to be directed to.

  4. Select GO.

  5. Copy the URL that is generated for you.

Paste the provided URL into your email templates. Any recipients who click on this link are excluded from any future email sends triggered by Fresh Relevance.


Create email designs for cart or browse abandonment

Example emails using cart layout

Here are some examples of cart recovery emails.

If you want to use one of these examples in your own email:

  1. Select View HTML.

  2. Copy all of the provided code, and paste it into a text editor, such as Notepad.

  3. Paste the code into the email editor in your messaging provider.

The provided examples include merge codes for your selected messaging provider.

Learn more in Field mapping.

Email type

Source code

Cart abandonment email with several products in a table

Cart abandonment email style two

Examples using custom merge codes

These examples use custom merge codes, and are useful if you have special requirements for your cart or browse abandonment, such as promoting a single product or service.

Email type

Source code

Cart abandonment email with single product

Flight email

Email with abandoned product in sidebar

Demostore branding

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