Starter and up

Abandoned cart recovery on WhatsApp

Up to three WhatsApp reminders after someone leaves checkout, with the items and value of each cart and where it stands.

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The Abandoned Carts page of a sample shop: Active, Recovered, Recovered Value and Recovery Rate figures, and carts showing how many of their 3 reminders were sent, with Send now and Dismiss.

What it does

  • A shopper reaches checkout and leaves without ordering: the cart appears on your Abandoned Carts page.
  • With reminders on, Tous Connect sends up to three WhatsApp messages.
  • It stops as soon as the customer orders. Nobody gets “complete your order” after paying.
  • Each reminder has the customer's name and a link back to their own cart.
The team inbox showing a cart reminder template sent to a customer, and the customer's reply asking about cash on delivery.

How it works

  1. Carts come from your checkout

    • Razorpay Magic Checkout or another provider: make a webhook address in Settings → E-Commerce, paste it into the provider once.
    • Shopify's own checkout, WooCommerce or a custom store: use the cart tracking webhooks on the Developer page.

  2. Up to three reminders, then stop

    • Recommended: message 1 at 10 minutes, message 2 24 hours later, message 3 24 hours after that.
    • Each is an approved WhatsApp template. You choose them in Settings → E-Commerce → Customer messages.

  3. Your team sees every reminder

    • Each reminder shows in the customer's chat in the shared inbox.
    • When they reply, the team answers in the same thread, with the whole history.

Real results: Silvago, 7 days

  • 6 carts recovered, worth ₹14,999.70, a 38% recovery rate, in 7 days.
  • Silvago is our own 925 silver jewellery brand, run by The Tous, on Razorpay Magic Checkout.
  • Your numbers will differ: treat these as a reference point, not a promise.

Read the full case study →

Silvago's Abandoned Carts page in Tous Connect for the last 7 days: 10 active, 6 recovered, ₹14,999.70 recovered value, 38% recovery rate.

Counted honestly

  • Recovery rate = recovered carts ÷ finished carts.
  • A cart is finished when the customer orders, it's dismissed, it expires, or all three reminders have gone.
  • Recovered = the same phone number orders within 60 days of the cart.
  • Reshipped orders after a return (RTO) don't count.
  • A shopper who left before typing a phone number can't be messaged; those are counted separately.

Built to avoid WhatsApp's limit (error 131049)

  • WhatsApp limits how many marketing messages one person gets in a short time. Too close together, they're blocked.
  • Silvago once sent message 2 just 6 hours after message 1: 9 of 17 were blocked.
  • Set two reminders less than 24 hours apart and Tous Connect warns you before you save.
  • Broadcasts count toward the same limit, so plan them together with cart reminders.
Cart reminder settings with message 2 set to 6 hours, and the warning: Messages this close together may be blocked.

Who is never messaged

  • People who opted out, or whom you blocked.
  • People who said no to marketing, when the template is a Marketing template.
  • Customers who have already ordered: their cart is marked Recovered and stops.

The Abandoned Carts page

  • Date range: Today, Yesterday, Last 7 days, This month, Last 30 days, a custom range, or All time.
  • Four figures: Active, Recovered, Recovered Value, Recovery Rate.
  • Tabs: Active, Recovered, Dismissed, Expired. Each row shows “1 of 3 sent” and so on.
  • Send now sends the next reminder straight away; Dismiss stops a cart.
  • Tap a customer to open their conversation in the inbox.
  • A cart still open after 60 days moves to Expired: never deleted, never messaged again.
The Abandoned Carts page on a phone: the date range, the four figures and the Active tab's carts with their reminders sent.

Works with

  • Razorpay Magic Checkout: verified against a real production payload. Steps shown with your address.
  • Shopify's own checkout, WooCommerce or a custom store: through the cart tracking webhooks on the Developer page.
  • Other checkouts that can send a webhook: pick “Other”, send one delivery, and we tune it for you.
  • GoKwik and Shiprocket Checkout (Fastrr): pick “Other” and send us one delivery.
Settings, E-Commerce: the Razorpay Magic Checkout webhook address, with the key at its end hidden.

What each plan includes

Starter

₹1,199/month + 18% GST

  • Abandoned cart recovery
  • The cart lists: Active, Recovered, Dismissed, Expired
  • The summary figures: recovered, value and recovery rate

Growth

₹2,499/month + 18% GST

  • Everything in Starter
  • Your own templates and timing for messages 2 and 3

Free: cart recovery isn't included.

WhatsApp message costs are billed to you by Meta, not by us

Meta charges for message delivery at their own published rates, billed directly to you. We add nothing on top: no markup, no resale margin, no per-message fee from us.

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Questions about cart recovery

What is abandoned cart recovery on WhatsApp?

An automatic WhatsApp message to a shopper who started checkout but didn't pay, with a link back to their cart. Up to three, stopped when they order.

How many reminders, and how far apart?

Three at most: the first about 10 minutes after the cart is left, the next two about 24 hours apart.

Does it work with Razorpay Magic Checkout?

Yes. You paste one webhook address into Razorpay's dashboard once.

Does it work with Shopify's own checkout?

Yes, through the cart tracking webhooks on the Developer page. Connecting your Shopify store alone doesn't send carts.

Will customers who opted out get reminders?

No. People who opted out, or said no to marketing messages, are skipped automatically.

Which plan do I need?

Starter (₹1,199/month + 18% GST) includes it, with the cart lists and the summary figures. Growth (₹2,499/month + 18% GST) adds your own templates and timing for messages 2 and 3.

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