Abandoned cart tutorial

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Overview

• Detects cart activity
• Waits for a short period of inactivity
• Sends a personalized reminder
• Stops messaging immediately after purchase or cart removal

• Custom Events (recommended for most implementations)
• Tags (simpler, limited use cases)

• Cart activity sent to OneSignal (via Tags or Custom Events)
• A clear, code-defined abandonment signal
• Message templates that personalize cart data
• A Journey that:
  • Starts when an abandonment signal is received
  • Waits before sending
  • Sends abandoned cart messages
  • Exits immediately when the cart is emptied or purchased
• Analytics to measure message and revenue performance

• The user becomes eligible to enter the Journey
• A wait period gives them time to return naturally
• Messages are sent only if they do not exit
• The user exits immediately when the cart is emptied

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Setup

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Step 1: Plan your cart data and source

• Product name, image, price, and quantity
• Number of items in the cart
• A deep link back to the cart

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Step 2: Send cart activity to OneSignal

OneSignal.User.trackEvent("cart_updated", {
  product_name: "24 Pack of Acorns",
  product_image: "https://i.imgur.com/ssPCfbC.png",
  product_price: 12.99,
  product_quantity: 1,
  cart_url: "https://yourdomain.com/cart"
});

{
  "events": [
    {
      "name": "cart_updated",
      "properties": {
        "product_name": "24 Pack of Acorns",
        "product_image": "https://i.imgur.com/ssPCfbC.png",
        "product_price": "$12.99",
        "product_quantity": "1",
        "cart_url": "https://yourdomain.com/username/cart"
      },
      "external_id": "ID_OF_THE_USER"
    }
  ]
}

OneSignal.User.addTags({
  cart_updated: unix_timestamp_seconds,
  product_name: "24 Pack of Acorns", 
  product_image: "https://i.imgur.com/ssPCfbC.png",
  product_price: "$12.99",
  product_quantity: "1",
  cart_url: "https://yourdomain.com/username/cart"
})

{
  "properties": {
    "tags": {
      "cart_updated": "unix_timestamp_seconds",
      "product_name": "24 Pack of Acorns",
      "product_image": "https://i.imgur.com/ssPCfbC.png",
      "product_price": "$12.99",
      "product_quantity": "1",
      "cart_url": "https://yourdomain.com/username/cart"
    }
  }
}

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Step 3: Create abandoned cart message templates

• Liquid syntax
• Message Personalization
• Templates

• Custom Event Push Template
• Tag Push Template

Reference event properties using liquid syntax format:

Liquid

{{journey.event.name.properties.property_name | default: "fallback_value"}}

Message:

Liquid

You left {{journey.event.cart_updated.properties.product_name | default: "items"}} in your cart.

Image:

Liquid

{{journey.event.cart_updated.properties.product_image | default: "https://i.imgur.com/ssPCfbC.png"}}

Launch URL:

Liquid

{{journey.event.cart_updated.properties.cart_url | default: "https://yourdomain.com/cart"}}

The image will not display if product_image is not a direct, publicly accessible image URL.If your product_image is the name of an image file available online, you can reference the image using the following format: https://yourdomain.com/images/{{journey.event.cart_updated.properties.product_image | default: "stock_image"}}.png

Reference tag properties using liquid syntax format:

Liquid

{{tag_key | default: "fallback_value"}}

Message:

Liquid

You left {{product_name | default: "items"}} in your cart.

Image:

Liquid

{{product_image | default: "https://i.imgur.com/ssPCfbC.png"}}

Launch URL:

Liquid

{{cart_url | default: "https://yourdomain.com/cart"}}

The image will not display if product_image is not a direct, publicly accessible image URL.If your product_image is the name of an image file available online, you can reference the image using the following format: https://yourdomain.com/images/{{product_image | default: "stock_image"}}.png

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Step 4: Create abandoned cart Segment (Tags only)

1. User Tag — cart_updated exists
2. Last Session — less than 7 days ago

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Step 5: Create the abandoned cart Journey

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Journey settings

• Custom Event: Entry Rules
• Tag: Entry Rules

• Select Custom Event
• Custom Event Name: cart_updated
• Filter by property: With all of the following properties: product_name exists

Using Custom Events allows individual users to enter Journeys multiple times.Use properties to filter users so they only enter when a specific property exists.

• Select Audience Segment
• Include Segment: Abandoned Cart - cart_updated

• Custom Event: Exit Rules
• Tag: Exit Rules

Users should exit the Journey when they empty their cart or complete the Journey.

• Select Meet a certain condition
• Check Exit when custom event condition occurs
• Custom Event Name: cart_updated

This configuration uses the same Custom Event name (cart_updated) for both entry and exit rules.This allows the user to only be in the Journey once at a time. Each time they update their cart, that instance of the user will exit and a new instance of the same user will enter the Journey. This is why it is important to use properties to filter users within the Entry Rules.

• Select Meet a certain condition
• Check Exit when a user no longer matches the audience conditions

Users will exit the Journey when either:

• They leave the segment.
• They complete the Journey.

• Select Yes, after a certain amount of time
• Set the re-entry time to 1 day

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Journey steps

1. Gives the user enough time to empty their cart (make a purchase or remove items manually)
2. If they do not, sends a message reminding them about the items in their cart

• Set the wait time to be as long as you want. We recommend setting it to 1 or 2 hours so you can message them while they still have the intent to purchase.

• Select the Abandoned Cart Push Notification template you created in Step 3.

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Advanced Journey Setup

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Message sequence

1. Send the first message after 1 hour (completed in this guide).
2. Add another Wait step for 1 day and send a second message (~24 hours since they updated their cart).
3. Add another Wait step for 2 days and send a third message (~72 hours since they updated their cart).

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Message types and content

1. This guide shows how to send a push notification message after the first hour. This is used as a helpful reminder to try capturing the sale while the user may still be online.
2. Consider using both a push and email for your 2nd message. Use this second message to highlight benefits and social proof with light urgency to encourage them to purchase.
3. For the final message of the sequence, use an email or maybe an SMS (depending on the use case) as a “last call”. Consider using a discount code or other incentive to encourage them to purchase.

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Fallback messages

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Track performance

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Track revenue with Outcomes

// Example: capture total price and item count at checkout
const checkoutPriceTotal = document.querySelector(".checkout-price-total").innerText;
const checkoutItemsTotal = document.querySelector(".checkout-items-total").innerText;

function updateOSOnCartPurchase(checkoutPriceTotal, checkoutItemsTotal) {
  const purchasePriceTotal = parseFloat(checkoutPriceTotal);
  const purchasedItemCount = parseInt(checkoutItemsTotal);

  OneSignalDeferred.push(function (OneSignal) {
    OneSignal.Session.sendOutcome("Purchase", purchasePriceTotal);
    OneSignal.Session.sendOutcome("Purchased Item Count", purchasedItemCount);
  });
}

const submitPurchaseButton = document.querySelector(".submit-payment");
if (submitPurchaseButton) {
  submitPurchaseButton.addEventListener("click", () => {
    updateOSOnCartPurchase(checkoutPriceTotal, checkoutItemsTotal);
  });
}

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FAQ

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Should I use Custom Events or Tags for cart tracking?

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How long should I wait before sending the first reminder?

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What happens if a user updates their cart while in the Journey?