Customers sometimes start an order but don't finish-whether they change their mind, get distracted, or think they completed it. iTickets detects this and sends reminder emails: one an hour after abandonment and another ten dats beef the event it the order is still incomplete.
(The phone number in the email is taken from the "Phone Sales" field on the event Overview page.)
Details
Each abandoned order email only sends if all the following conditions are true:
- The customer hasn't already finished their order.
- The event is still on sale (e.g. has not sold out).
- The feature is enabled for the event (which it is by default; see below).
- The system was able to capture an email address.
There are three ways the system can capture an email address:
- The customer has an iTickets account, and was logged in when they began ordering.
- The event has guest checkout enabled (which it is by default; see below).
- The customer made it at least to the Payment page, and entered their email address there.
Disabling
Abandoned order notifications is on by default. To disable, from inside the event go to Manage Event > Customer Orders, under Order Settings use the appropriate toggle.
Note: If you turn off the feature, and then turn it on later, all past abandoned orders will get an email reminder.
Data
We store very basic information about abandoned orders:
- event ID
- customer ID
- description of ticket request
- email address
- date/time the order was notified
We can export and send this data upon request.
Reporting
The notification emails contain a URL with a referrer code. To locate orders placed as a result of these notifications, use the "Referrer" field on the Order Search page.
The code is recovered for orders placed using the first notification, and recovered10 for orders placed using the second notification.
Guest Checkout
The guest checkout feature asks the user to either log in, or provide an email address, before the order process begins. This has the following benefits:
- It increases the effectiveness of abandoned order notifications.
- It pre-fills some details on the Payment page, so this step is easier during checkout.
Guest checkout is on by default. To disable, from inside the event go to Manage Event > Customer Orders, under Order Settings use the appropriate toggle.
Warning: Disabling guest checkout severely impacts the effectiveness of abandoned order notifications. This is because without guest checkout, the vast majority of abandoned orders will have no email address associated with them.