WhatsApp Abandoned Cart Recovery That Answers the Question
Abandoned cart recovery on WhatsApp works when the shopper can ask the question that stopped them and get a real answer. AeroChat answers it from Shopify: the shipping rate for their address, delivery time, stock and the discount codes you allow. It records the shopper’s consent and interests in Klaviyo, and sends them back to checkout.
What happens today
A shopper reaches the shipping step, sees a fee they did not expect and leaves. The reminder email arrives the next day. It shows the cart, but it cannot answer “will it arrive by Friday?”
Some stores send WhatsApp reminders to everyone who left a cart. Business-initiated WhatsApp messages need the customer’s opt-in and an approved template. And when a shopper does reply, often nobody answers until the morning.
How it runs on WhatsApp
- Your Shopify abandoned checkout email, or your Klaviyo abandoned cart email, carries a WhatsApp link: “Questions before you check out? Message us.”
- The shopper messages. AeroChat asks which products they were buying, if they haven’t said.
- It reads Shopify for the answer: the shipping rate and delivery time for their address, live stock for the variant, and the size chart.
- It answers the question and sends the product links so they can go straight back to checkout.
- If they meet the condition you set, it offers the one discount code you named, and never goes past that limit.
- It asks whether they want to hear about offers. If they agree, it adds or updates them in Klaviyo with their consent and the products they looked at.
- Payment problems, bulk orders and complaints go to your team in the inbox.
The recipe
Copy this into AeroChat
When a shopper asks a question about something in their cart or at checkout, or replies to our abandoned checkout email, follow these steps.
- Find out which products they were buying, if they have not said.
- Answer the question that stopped them. For shipping, ask for their postcode and check our Shopify shipping rates and delivery times for that address. For size, use the product’s size chart. For stock, check live stock for that variant.
- If the item will not arrive by the date they need, say so plainly.
- Send the product links so they can go back to checkout.
- If they say the shipping fee is the problem and their cart is above US$60 (example), offer our FREESHIP60 code (example). Do not offer any other discount.
- Ask whether they would like to hear about new arrivals and offers by email. If they say yes, add or update them in Klaviyo with email consent and a note of the products they were looking at.
- If they report a payment problem or want to order in bulk, hand the conversation to our team.
Do not push a shopper who says they are just looking. Never invent a promotion or a delivery date. Reply in the customer’s language.
Change the cart value, the discount code and the consent wording to your own before you paste it. Leave out the discount step if you don’t want one.
Connect the systems behind it
- Klaviyo. AeroChat checks whether the shopper is subscribed, and adds or updates them with their consent and the products they looked at, so your abandoned cart and browse emails follow up on the right items.
- Mailchimp. If your list lives in Mailchimp, AeroChat adds shoppers who agree, with their interests, in the same way.
- Brevo. The same consent and interest capture for stores that email from Brevo.
- Shopify. Built in, for products, live stock, shipping rates and discount codes. Create the code in Shopify and name it in the recipe.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
The shopper’s message to you is free. AeroChat’s replies inside the 24-hour customer service window are service messages: free up to 1,000 a month per business phone number, then charged per message. If you send a cart reminder on WhatsApp yourself, it goes out as an approved template to shoppers who opted in, and a marketing template is charged per message with no free allowance. Answering the real question in one or two replies keeps the cost down. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost.
Also on Instagram, Messenger, TikTok and web chat
The same cart workflow runs on Instagram, Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, email and the web chat on your product, cart and checkout pages. The web chat catches the question before the shopper leaves, with the same Shopify and Klaviyo connections behind it.
Who uses it
- Fashion stores: shipping, size and delivery-date questions that stop a checkout.
- Beauty stores: ingredient and shipping questions answered before the shopper gives up on the cart.
Read more: WhatsApp abandoned cart recovery for ecommerce.
Questions
Can I send abandoned cart reminders on WhatsApp?
Only to shoppers who opted in to WhatsApp messages, and only as an approved template. AeroChat doesn’t message shoppers on its own. The reminder comes from your Shopify or Klaviyo email with a WhatsApp link, or from a template your team sends, and AeroChat answers the replies.
Will AeroChat give away discounts?
Only the codes you name, above the cart value you set. If a shopper asks for a discount you have not set, it says there isn’t one and mentions any current promotion in your knowledge base.
What does a WhatsApp cart reminder cost?
A reminder you send is a marketing template, charged per message with no free allowance. The shopper’s reply is free, and AeroChat’s answers within 24 hours of it are free up to 1,000 a month per business phone number, then charged per message.
Does it work for WooCommerce stores?
Yes. WordPress is built in alongside Shopify, and the same recipe applies with your WooCommerce products and shipping rules.
Answer the shopper before the cart goes cold
Install AeroChat from the Shopify App Store. Start your 7-day free trial, no credit card needed.
Not on Shopify? Start your 7-day free trial.
Related: product recommendations and payment links in chat.