> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/marketing-automation/abandoned-cart-remarketing-add-on-module/frequently-asked-questions-faqs.md). # Frequently Asked Questions (FAQs) Abandoned Cart Remarketing FAQ **Q1: Will customers who have added items to their cart but have not completed their purchase still receive abandoned cart remarketing messages if I disable the abandoned cart messages?** **A1:** No, if you disable the abandoned cart remarketing feature in the designated area (as shown in the image below), customers who have previously added items to their cart and were expected to receive remarketing notifications will no longer receive these messages.
**Q2: If I modify the message sending time in an active abandoned cart remarketing campaign, will the message receiving time for customers who were previously scheduled to receive messages change after the sending time is modified?** **A2:** Let's assume that you initially set the first message to be sent to customers 1 hour after they have added items to their cart. One minute later, you modify the setting to send the first message 30 minutes after the items have been added. In this scenario, there will be two possible outcomes: * **No new items (within 1 hour):** Customers receive the message 1 hour after initial addition (original setting). * **New items added (within 1 hour):** The first message is sent 30 minutes after adding the new items (updated setting). **Q3: Why do customers still receive abandoned cart remarketing messages even after they have cleared their carts?** **A3:** If the e-commerce platform does not support the **remove\_from\_cart** event, customers who manually clear their cart (either by removing all items at once or deleting items individually) may still trigger abandoned cart remarketing messages. However, cart clearance resulting from a completed checkout is excluded from this scenario and will not trigger abandoned cart messages. If the e-commerce platform does provide the **remove\_from\_cart** event, Omnichat is able to support and process this event accordingly, preventing unnecessary abandoned cart remarketing messages after items have been removed from the cart. **Q4: Why do customers still receive abandoned cart remarketing messages after they have completed a checkout?** **A4:** There are two main possible reasons: * **Incomplete plugin download:** After completing a checkout, if the customer leaves the page before the plugin has fully downloaded, the system may not have had time to collect complete data, resulting in the assumption that there are still items in the cart, subsequently triggering the abandoned cart remarketing message. * **Multiple devices/browsers:** If the customer has added items to their cart on multiple devices or browsers, they may still receive abandoned cart remarketing messages even after completing a checkout. * For example, a customer adds items to their cart using the LINE in-app browser on their mobile device. They then complete the checkout process using a browser on their laptop. Since the purchase of the items were not completed on the LINE in-app browser, the customer will still receive abandoned cart remarketing notifications. (Prerequisite: Each browser has successfully completed the website binding process.) **Q5: How do Abandoned Cart Remarketing Performance Analysis and Conversion Report (found in the Dashboard module) differ?** **A5:** Abandoned Cart targets cart abandonment, while Conversion Report focuses on site-wide conversions. * **Abandoned Cart Remarketing Performance Analysis:** This metric focuses on recovering abandoned carts and calculates the percentage of unique clicks (on remarketing messages) that convert into orders. The formula is: `(Number of Orders / Number of Unique Clicks) * 100%`. * **Conversion Report:** This broader metric assesses overall conversion rates and calculates the percentage of website sessions that result in orders. The formula is: `(Number of Orders / Number of Sessions) * 100%`. **Q6: Will the Reactivation Period toggle affect the items in the shopping cart?** **A6:** The Reactivation Period feature only sends remarketing messages again when your customer puts a new item in their cart. It does not change anything about items already added in the cart or alter the "Shopping Cart" details shown in the right-side panel of the Conversation Module for ongoing chats. **Q7: What is the difference between the Shopping Cart Overview metrics and Session Conversion Rate?** **A7:** The calculation methods are different. * **Cart Remarketing Conversion Rate** = (Number of Orders / Unique Clicks) × 100% * **Conversion Analysis Conversion Rate** = (Number of Orders / Sessions) × 100% *** **Q8: Why is the price shown in the abandoned cart message different from the price displayed after clicking through to the website?** **A8:** Omnichat does not modify product pricing. The product information included in the message is based on the data captured by the Pixel at the time the item was added to the cart. For example, the product may have been added during a promotional period, while the customer is viewing the website later after the promotion has ended and the price has reverted to its regular price. *** **Q9: Why was the abandoned cart remarketing message not triggered as expected?** **A9:** In most cases, this occurs because the browser that performed the Add-to-Cart action had not yet completed the website binding process. Without a completed binding, the system cannot match the visitor with a messaging channel contact, and therefore cannot trigger the remarketing message. *** **Q10: Why did a product that had been sitting in the cart for a long time suddenly trigger an abandoned cart message?** **A10:** Whenever a new Add-to-Cart event is detected, the system will send all currently unpurchased items remaining in the customer's cart as part of the abandoned cart reminder. As a result, older items that were already in the cart may be included in the message alongside newly added products. *** **Q11: Why does the Shopping Cart page show "Channel Not Configured" even though the feature has already been enabled?** **A11:** The button link used in cart remarketing messages **does not** support custom UTM parameters. If custom UTM parameters are configured, they may cause tracking inconsistencies, inaccurate data attribution, or unexpected behavior in the frontend interface. Please remove any custom UTM settings and verify the channel configuration again.