Partial Responders

Convert partial orders into completed orders with intelligent, time-based email sequences. Partial Responders automatically send targeted recovery emails when customers start but don't finish their purchase, helping you capture revenue that would otherwise be lost.

How Partial Responders Work

Partial Responders create a sequence of timed follow-up emails that are sent automatically when customers don't complete their orders:

1. Customer starts an order but doesn't complete payment
2. First email sends after your configured delay (e.g., 50 minutes)
3. If still not completed, second email sends at next interval (e.g., 240 minutes)
4. Sequence continues through all configured cycles until order is completed

Each cycle in your sequence sends independently, allowing you to craft a persuasive journey from gentle reminder to compelling offer. The system automatically stops sending once the customer completes their order.

Setup Guide

Step 1: Create a Partial Responder Profile

1. Navigate to Settings → Partial Responders

2. Click Add New Partial Responder

   

3. Enter a descriptive Name (e.g., "Standard Order Recovery" or "Premium Product Follow-up")

4. Check Active to enable the profile

5. Add optional Notes for internal reference

6. Click Submit

Step 2: Configure Email Cycles

After creating the profile, you'll add cycles (individual emails in the sequence):

1. Click Add Cycle on your partial responder profile

2. Configure the first cycle:

   • Minutes Since Order Creation: Enter when to send (e.g., 50 for 50 minutes after order creation)

   • Responder: Select the email template to send

   • Click Submit

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3. Add additional cycles as needed:

Common timing patterns:

• Quick Recovery: 30 min → 2 hours → 6 hours
• Gentle Reminder: 2 hours → 12 hours

Step 3: Assign to Campaigns

1. Navigate to Campaigns → select your campaign → Edit
2. In the Settings section, find Partial Responder
3. Select your partial responder profile from the dropdown
4. Click Save

How It Works

Email Timing Logic

The system sends emails at the specific times you configure:

• Each cycle triggers at its designated time after order creation
• Multiple emails can be sent per order (one for each cycle)
• Emails automatically stop once the order is completed

Example Timeline:

Order Created: 12:00 PM
Cycle 1 (50 min): Sends around 12:50 PM
Cycle 2 (240 min): Sends around 4:00 PM (if order still incomplete)
Cycle 3 (720 min): Sends around 12:00 AM (if order still incomplete)

Important Behaviors

1. Sequential Emails: Each order can receive multiple emails - one for each cycle you configure
2. Precise Timing: Emails send at their configured times (e.g., 60 minutes = ~1 hour after order)
3. Active Requirements: Profile, cycle, and campaign must all be active
4. Automatic Stop: Emails stop sending once order is completed
5. Smart Deduplication: Each cycle email template only sends once per order

ℹ️

What Happens When First Enabled

When you add a partial responder profile to an existing campaign, the system determines which orders get emails based on their age:

Example with cycles at 60, 1440, and 2880 minutes:

When you first enable this profile:

• Orders 1-24 hours old → Get Cycle 1 email (60 min cycle)
• Orders 24-48 hours old → Get Cycle 2 email (1440 min cycle)
• Orders 48-54 hours old → Get Cycle 3 email (2880 min cycle)*
• Orders older than 54 hours → Get nothing (too old)

*The final cycle adds 6 hours (360 minutes) to its scheduled time as a cutoff to prevent sending emails to very old orders

After that, for new orders:

• Cycle 1 sends ~1 hour after order creation
• Cycle 2 sends ~24 hours after order creation (if still incomplete)
• Cycle 3 sends ~48 hours after order creation (if still incomplete)

This system protects against accidentally emailing customers with old partial orders.

FAQs

Q: How many emails can be sent per order?
A: You can send as many emails as you have cycles configured. Each cycle sends one email at its designated time if the order is still incomplete.

Q: What happens if a customer completes their order after receiving an email?
A: No further emails are sent once an order is completed.

Q: Can I schedule emails days after the order?
A: Yes! You can schedule cycles days or even weeks later. The last cycle in your sequence will have a 6-hour window to send after it becomes eligible, so a cycle at 48 hours (2880 minutes) would send between hours 48-54.

Q: How quickly do emails send after becoming eligible?
A: The batch job runs every few minutes, so emails typically send within 5-10 minutes of eligibility.