Abandoned cart flow - how to do the flow correctly for new customers and returning customers?

Hi @Darren C 

Thank you for posting your question in the community. 

For the cart abandon flow, you can certainly have different messages based on how many times someone has entered the cart abandoned flow, or purchased. 

In reviewing your flow, I would suggest you remove the filter “Started Checkout zero times since starting this flow” as this might limit anyone from entering the flow. 

One thing I recommend for clients if they are worried about having a cart series trigger too many times or customer gaming the series if they know there is a coupon (which you may or may not have), is to actually set up a second flow filter like this:

This will suppress anyone from reentering a flow within a specific time of entering it a previous time. You may want to set this at 30 or 60 days depending on your strategy. 

While I don’t know exactly your industry, I would caution against setting up the series for only first time buyers, especially if you customers can come back to make repeat purchases. 

The cart abandon series is usually one of the top performing email series for revenue and engagement. But, if you want to offer a slightly different experience for first time vs. repeat buyers you can use the secondary split you created and send repeat buyers a different message.

If you use the Placed Order zero times since all time as a flow filter, anyone with more than one purchase will automatically be suppressed from even entering the flow. If you use it as a conditional split, anyone who abandons their cart will enter the flow, and the conditional split will route users to different messages based on their order history.

I hope this helps! Please let me know if you have any other questions.

@In the Inbox