---
title: "How do I automatically follow up, from Sarbacane Campaigns, with customers who abandoned their cart on your store?"
description: "Create an Abandoned cart scenario to send an email to customers of your PrestaShop or Magento store who did not complete their order."
url: https://help.sarbacane.com/en/articles/452-how-do-i-automatically-follow-up-from-sarbacane-campaigns-with-customers-who-abandoned-their-cart-on-your-store
updated: 2026-11-12
language: en
alternates: [es, fr]
---

# How do I automatically follow up, from Sarbacane Campaigns, with customers who abandoned their cart on your store?

Create an Abandoned cart scenario to send an email to customers of your PrestaShop or Magento store who did not complete their order.

To recover unfinished sales on your PrestaShop or Magento store, create an automated campaign with the Abandoned cart scenario in Sarbacane Campaigns. A cart is considered abandoned 30 minutes after the store page is closed. The customer then receives your email, immediately or after the delay you set. The scenario stops by itself if the cart is emptied, validated or expires.

## Prerequisites

-   A Sarbacane Campaigns licence.
    
-   A PrestaShop or Magento store connected to Sarbacane, with the Sarbacane module installed (in Sarbacane Contacts, Connectors section). Other platforms, including Shopify, are not compatible with this scenario.
    
-   Customers logged in to their account on the store: without a known email address, no email can be sent.
    
-   Email credits. This scenario only sends emails.
    

## Steps

1.  On the Sarbacane Campaigns home page, in the Create new campaign block, click Create.
    
2.  Under Automatic campaign, click Select.
    
3.  Under Abandoned cart, click Select. The scenario editor opens.
    
4.  In the centre of the screen, in the Trigger block, open the store selector and choose your store (under the PrestaShop or Magento stores).
    
5.  Below the trigger, click Add an action, then Add a message.
    
6.  In the Add a message window, enter a name. The Email type is already selected.
    
7.  Under Waiting delay, choose Immediately, or Add a waiting delay and enter the duration in hours or days. Then click the tick.
    

**Note** The 30-minute delay before a cart is considered abandoned cannot be changed, and your waiting delay is added to it. The time before a cart expires is set in your store, not in Sarbacane.

8.  The templates page opens. Create the email content in the Message and Checks steps, as for an email campaign. To show the items in the cart, add the cart block and choose how many items to display. They are inserted as dynamic fields.
    

**Important** Only carts abandoned after activation trigger the sending.

9.  In the top right, click Activate the workflow.
    

## Expected result

The scenario is active. Every customer who abandons their cart receives the email after the chosen delay. To follow up with a second email, click the ••• button below the message. The scenario stops for a customer as soon as their cart is emptied, validated or expired, or if they unsubscribe (gear icon in the top right of the trigger, advanced settings, automatic stop tab).

## Troubleshooting

### My store does not appear in the list

Your store is not connected yet. In the store selector, click Add a store. The connector window opens (for example the Magento connector). Click Add a store, then follow the connection article for your platform (see Related articles). Only PrestaShop and Magento stores are offered.

### A customer abandoned their cart but did not receive the email

Check, in this order:

1.  The scenario is activated (in My campaigns, a scenario that is not activated shows a deactivated status).
    
2.  The cart was abandoned after activation.
    
3.  The trigger uses the right store.
    
4.  The customer was logged in to their account on the store (without an email address, no sending is possible).
    
5.  The cart was not emptied or validated, and did not expire (according to your store's setting) before the waiting delay ended.
    
6.  The customer is not in an opt-out list linked to the scenario (gear icon in the top right of the trigger) or in the bounce list (NPAI).
    

If everything is correct, contact technical support.

## Related articles

-   [What types of automated campaigns can you create in Sarbacane Campaigns?](https://help.sarbacane.com/en/articles/4.md)
    
-   [How to automate your e-commerce actions with the Prestashop extension?](https://help.sarbacane.com/en/articles/331.md)
    
-   [How to automate your e-commerce activities with the Magento (Adobe Commerce) extension?](https://help.sarbacane.com/en/articles/330.md)
    
-   [How do I create an email campaign in Sarbacane Campaigns?](https://help.sarbacane.com/en/articles/23.md)