Abandonment | Knowledge | Engaging Networks

Abandonment is when a supporter starts filling out a page but leaves before completing their donation. Engaging Networks allows you to reduce abandonment and recover some of these donations by sending a reminder email to supporters who did not complete their donation.

The abandonment email will trigger on Live pages for supporters who:

Clicked through from an Engaging Networks broadcast email, interacted with a donation page (e.g. selected a donation amount), but did not complete a donation
Submitted their email address on at least one page of a multistep donation form, but without completing the donation
Interacted with a donation page and abandoned it after being redirected from another chained Engaging Networks page
Submitted a donation page but their donation was rejected

Settings

Users can configure account wide abandonment settings under Pages > Abandonment. Once set, these will automatically apply to every page with abandonment enabled regardless of the page level settings.

Setting

Description

Enable/ Disable Reminders

Enables or disables abandonment reminder email on all fundraising pages.

Exclusion & Suppression Rules

Unsubscribed Donors

Enabled	Automatically excludes supporters who have unsubscribed from previous abandonment emails (have an N value for the defined opt in). Must define the opt in question to unsubscribe the supporter from and also the page supporters will see after unsubscribing (web page or email subscriptions types).
Disabled	Supporters cannot unsubscribe from abandonment emails

In addition to the exclusion and suppress settings, supporters will be automatically excluded if:

the record is suppressed
the supporter has any successful donations after the abandon log was created
the supporter already had an abandonment event in the last 2 weeks (even if the reminder was not sent)

Page Builder Pages

Abandonment reminders are supported on Donation, Premium Donation, Symbolic Giving, Membership, and Peer-to-Peer Checkout and Donation pages.

Setting up abandonment reminder email

Go to Pages > Manage Pages > Edit relevant page builder page
Hover to the right to expand a toolbar while editing the page
Select Form Abandonment
Select Abandonment reminder email

Set the email Name, Subject and Sender.
Configure the number of hours after abandonment when the email reminder should send. The default is 2 hours.

Configure the email as needed
When testing, ensure your page is set to LIVE and not viewed with mode=DEMO in the URL. If using the Exclusion & Suppression Rules, ensure the record has a Y (or blank) value against the relevant question. If testing multiple times, use a unique email address each time.

Icon	Description
	Insert supporter data into the reminder email
	Insert a Resume link back to the donation page where the supporter abandoned their donation
	Insert an unsubscribe link
	Save changes to the email
	Deletes the email and also disables it on the page

Reporting

There are reporting metrics available in the page Quick Reports. Additionally, there is a Donation Abandoned filter available in Segments.

Click the page to expand the reporting area Select
Form abandonment metrics available on the bottom left

Metric	Description
Abandoned Events	Number of sessions where a supporter started the form but did not complete it
Recovery Emails Sent	Number of reminder emails sent to supporters who abandoned the form
Recovered Gifts	Number of donations completed via a recovery email link
Recovery Rate	Percentage of recovery emails that resulted in a completed donation
Recovered Revenue	Total value recovered from donations completed through recovery email links, including both single and recurring transactions

Smart Pages

Setting up abandonment reminder email BETA

Navigate to Pages > Manage Smart Pages > Edit relevant Smart Page Select to access the page settings Select Page Features
Enable Email Reminder under Abandonment Select This will make the reminder email available to edit
Navigate back to the main edit screen for the Smart Page Select Toggle to
The email will be pre-formatted with a button for the supporter to resume their donation on the same page they abandoned. The will also include an option to insert a Resume Link which will return the supporter to the donation page they abandoned. Follow the instructions here to configure and publish the email.