Abandoned cart messages and opt-in rules

An abandoned-cart reminder is a Marketing-adjacent message by nature: it is reaching out to someone who did not complete a purchase, not responding to an order already placed. That makes the opt-in requirement stricter than for order confirmations.

The opt-in rule, in practice

• Get explicit permission to message a customer on WhatsApp — a checkbox at checkout, a WhatsApp chat-button conversation they started, or a clear statement at signup that WhatsApp updates will be sent.
• A phone number collected only for delivery or payment processing is not, by itself, consent to receive marketing or cart-reminder messages.
• Keep a record of when and how each contact opted in; WaCRM’s contact records are a reasonable place to store this.
• Every message must give an easy way to opt out, and opt-outs must be honoured immediately.

Writing a reminder that helps instead of annoys

• Reference the specific item left in the cart, not a generic “come back” line.
• Keep it short, and make the next step obvious (a link back to checkout).
• Send once, not repeatedly — a single well-timed reminder outperforms a sequence that starts to feel like spam.
• Avoid stacking a discount into every reminder; it trains customers to abandon carts on purpose.

Where this fits in WaCRM

Abandoned-cart reminders are one of the four order templates included in Setup Commerce. Until a self-serve store connector ships, our team sets the trigger up manually and reviews your opt-in records before any reminder template is approved and automated.