Why is the checkout recovery message not triggered by an abandoned cart?

When a cart is abandoned and a number is provided, there are several things that Tone does ahead of sending the checkout recovery message to that customer:  

  • We wait to see if they come back and run multiple checks to see if they are updating info on their checkout before sending
  • We confirm that the product title and message is personalized and sensical
  • We check to make sure it is a reasonable time for a customer to receive a text-based on their time zone. 

In addition to that, there are a few other factors that we analyze before the checkout recovery message is sent to make sure the person should be contacted. If a user did not receive a checkout recovery message, it is likely because our system identified one (or more) of the following situations:

  • The user has already placed an order
  • The user is located in a country we are not able to text
  • The user has already received a message within the last 30 days
  • The user does not accept texts
  • The user has a duplicate checkout
  • The user-provided an invalid phone number format
  • The brand has not finished install for their Tone account 
  • The order amount is worth $0
  • The system has identified the order as a draft/POS order

Need support? We’re happy to help! Please contact us directly at support@tonemessaging.com