Set Up Abandoned Cart Recovery

Abandoned Cart Recovery automatically detects when a customer starts the booking process, enters their contact details, but leaves before completing payment. When enabled, the system sends a sequence of follow-up emails with a link that restores their cart exactly where they left off — optionally including a unique single-use discount code.

When to Use This

• You notice customers adding items to their cart but not completing bookings.
• You want to automatically re-engage potential customers without manual outreach.
• You are looking to increase your booking conversion rate.

Steps

1. Navigate to Cart Recovery Settings

In the dashboard, go to Marketing > Cart Recovery.

2. Enable the Feature

Toggle the Cart Recovery Emails switch on.

3. Add Your Recovery Emails

Click Add Email to create the first step of your sequence. For each email, configure:

• Send delay — how long the cart must sit idle before this email sends. Start with 1 hour for the first email.
• Email Subject — supports variables like {{cart.activityName}} and {{customer.name}}.
• Custom Message — an optional personal note shown in the email.

A common two-step sequence: a friendly nudge after 1 hour, then a discount offer after 24 hours.

4. (Optional) Add a Coupon Incentive

1. First create a dedicated coupon under Promotions > Coupons (e.g. "Abandoned Cart 10%") with the discount and any restrictions you want.
2. Back in Cart Recovery, select that coupon as the Coupon Incentive on a rule — usually the second email in the sequence.

Each email gets its own unique single-use code under your coupon, applied automatically when the customer clicks the recovery link — including when their original slot is gone and they pick a new time. Codes can't be shared or reused; disable the coupon at any time to invalidate all outstanding codes. A discount stays on the cart for 4 hours after it's applied, so a customer who leaves the tab open overnight is asked to re-enter the code from their email.

5. (Optional) Scope to Specific Activities

Under Activity Filtering, choose Specific activities only if you only want recovery emails for certain experiences. The default recovers carts from all activities.

6. Save Your Settings

Click Save Settings in the page header.

What Happens Behind the Scenes

A background sweep runs every few minutes looking for carts idle past each rule's delay. Built-in guardrails keep the emails welcome: a max of 3 recovery emails per customer per week, only the customer's most recent cart is followed up, sends stop if they complete a booking or unsubscribe (the unsubscribe link has a confirmation step so mail scanners can't trigger it), and nothing is sent once the cart's selected time slot has passed.

When the customer clicks Complete your booking, their cart is restored with availability re-checked — if their slot was taken while they were away, their date stays selected and they simply pick a new time, keeping any discount from the email.

Measuring Results

The Cart Recovery page shows a 90-day rollup — emails sent, carts recovered, and recovered revenue — plus a feed of recent sends and their outcomes. The Operations report includes the same recovery metrics alongside Total Carts, Cart Conversion Rate, and Abandoned Cart Value.

A booking is credited as recovered only when the customer opened the recovery link before checking out, and recovered revenue is what those bookings actually came to after any discount. Customers who come back on their own finish the same saved cart, and those aren't counted — so the figure reflects what the emails earned rather than everyone who happened to return.

Tips

• The first email converts best within 1–2 hours of abandonment, while intent is fresh.
• Hold the discount back for the second email — many customers return without one.
• Review your Communication Log to verify recovery emails are being delivered.

Related

• Abandoned Cart Recovery reference
• Coupons
• View the Communication Log