Is it possible to segment based on what stage of the checkout people abandon?

Hi @GV123 

Klaviyo (via your ecomm integration) captures a checkout-started event and a placed order event; it is up to your flows to determine if that visit becomes an abandoned checkout i.e no order placed within a specific timeframe after checkout-started.

However, it should be possible to create custom events in Klaviyo for each step of the checkout. Those events could be analysed in Klaviyo and flows/segments created. I’ve used custom events for other tracking but not for the checkout, but the principle is the same, More general info here: https://developers.klaviyo.com/en/v1-2/docs/custom-event-tracking

I would also consider using something like Google Analytics to analyse checkout funnel performance to confirm where drop-offs are occurring.

As to checkout messaging, that could be on the checkout pages themselves, in a flow (from the custom events), or you could consider triggering a pop-up. 

Abandoned checkouts contacts are less likely to respond to a survey but you may gain some insight by surveying after a placed order. Along the lines of “ is there anything that would have improved your purchasing experience today?” 

Hope that helps

Andy