Cart recovery

Cart recovery is the heart of Infynia: when a customer doesn’t complete a purchase, it sends a WhatsApp message to bring that sale back.

Note

This guide describes WhatsApp recovery. If email recovery is available for your store, it has its own settings and uses the email add-on. Instagram only replies to people who already wrote to you, so it doesn’t start recoveries.

How it works

1. The customer starts the purchase on your store but doesn’t complete the payment.
2. Your store notifies Infynia about the cart.
3. After the wait time you defined, Infynia sends the first recovery message.
4. The conversation can continue with the AI agent and with follow-ups, if you’ve enabled them.

When messages are sent

Each recovery situation is its own automation in Automations, with its own wait time before the first message. The default values are:

Automation	When it fires	Default wait
Abandoned Cart	The customer left checkout without paying	10 minutes
PIX	The PIX was generated and payment wasn’t confirmed	10 minutes
Credit Card	The card payment was started and wasn’t confirmed	60 minutes

To change it, open the automation, tap the Wait step, enter the time in Wait (minutes) (from 0 to 720 minutes, that is, up to 12 hours) and click Save wait time. To go back to the original behavior, use Back to the default. Carts older than 24 hours are no longer recovered.

Note

The time counts from when Infynia receives the notification from your store - and each platform notifies at a different moment:

• Yampi - Yampi itself decides when a cart becomes “abandoned” and only then notifies Infynia. That gap varies and is not controlled by Infynia. This is why the default is 0 (send immediately upon receiving the notification), and low values have the same practical effect.
• Yever - considers the cart abandoned roughly 6 to 10 minutes after the customer’s last activity, and that time adds on top of what you configured.
• Nuvemshop - the platform takes a few minutes to register the abandonment, and Infynia checks for new abandoned carts every 5 minutes. In total, up to about 10 minutes beyond your configured time may pass before the message goes out.
• WooCommerce: to capture abandonment on classic checkout before an order exists, install the tracking code described in the connection guide. Block Checkout is not supported. Without the code, the integration receives only orders, including unpaid ones. Pending PIX and declined cards follow their respective configured wait times.
• Shopify - the abandoned-checkout notice arrives directly, and the time you configured is applied normally.
• Kiwify - the abandoned-checkout notice arrives directly, and the time you configured is applied normally.
• Bestfy: recovery depends on checkout and order notifications received from the platform. The configured wait time applies to received checkouts whose purchases have not been completed.

For PIX and card, nobody tells Infynia that the payment didn’t come through: the wait counts from the last notice we received about the order, and if the payment confirmation doesn’t arrive within that time, recovery starts.

Bank slips (boleto) and payment methods that Infynia does not recognize also use a fixed default time - the configurable fields have no effect on them.

Infynia looks for carts that are ready to send every few minutes, so the message may go out a few minutes after the configured time.

What you adjust for the messages that follow are the follow-up intervals - see follow-up sequences.

What the customer receives

The first message is an approved template that you choose in the automation. It usually includes:

• The items left in the cart.
• The total amount.
• A link to complete the purchase.
• The message and incentive you want to use.

If you want to compare two messages, you can start an A/B test right in the automation - see Automations.

What makes recovery stop

• The customer pays - every pending send is canceled right away. If they paid after receiving the message, the sale counts as recovered, including when they complete the same cart that received the message.
• You take over the conversation in the Inbox - the automatic reminders stop.
• The customer asks to stop on WhatsApp - WhatsApp sends stop.
• The sequence runs out of steps, or the customer doesn’t reply after a while - the cart is considered lost and the messages stop.

Note

Contact preferences apply by channel. Unsubscribing through an email link stops only your store’s emails, including recovery and campaigns. When recording a manual block, you can choose All channels, WhatsApp only or Email only. A block that already applies to all channels continues to be respected.

Infynia also avoids sending repeated messages to the same customer and doesn’t send recovery to someone who just bought the same items.

Tracking results

• On the Dashboard, the Checkouts tab shows the stage of each cart: Received, Abandoned, Not delivered, Contacted, Replied and Recovered. A cart only counts as Contacted when the message actually reaches the customer. If WhatsApp didn’t deliver it, it shows as Not delivered - open the cart to see why.
• In each automation, the Upcoming sends section lists the messages already scheduled (customer, order, step and time). The first recovery message is evaluated separately and may not appear in that queue.

Next steps

• Customize the recovery message in Automations.
• Set up your follow-up sequences to re-engage those who didn’t reply the first time.