When a shopper abandons a connected e-commerce platform checkout, Stravax Engage waits a short delay, then sends them a business messaging recovery message with a link back to finish their order, checking the marketing opt-in stored on their contact (see below). If Shopify reports the completed order before recovery sending starts, the pending message is cancelled.
Shopify sends Stravax Engage a webhook whenever a checkout is started or updated. From that webhook, Stravax Engage records the abandoned checkout and schedules a WhatsApp recovery message after a delay, it doesn't send instantly the moment a shopper drops off. When the delay elapses, Stravax Engage checks the checkout is still open before sending: if the order was already completed, or the message was already sent, it's skipped rather than sent again. Otherwise, the shopper receives a WhatsApp message with a link back to their cart so they can finish checking out.
Because this is typically the first message in a new WhatsApp conversation, it goes out as an approved template rather than a free-form message. See message templates for how template sync and approval works.
No. A new recovery needs a valid checkout creation time within the last 30 days (with up to five minutes of clock allowance) and active marketing consent, regardless of the recovery template category. That consent must come from this checkout's Shopify "Text me with news and offers" SMS signal, or an existing exact manual or CSV opt-in with a recorded source and timestamp. The email checkbox never counts. A declined checkout does not create a new contact.
An unchecked or missing SMS signal clears only Shopify-sourced consent. An existing manual or CSV opt-in can remain eligible while active. Shopify's not_subscribed state clears Shopify-sourced consent only; unsubscribed clears every source. Whole-message STOP and UNSUBSCRIBE, ignoring surrounding spaces and case, revoke marketing consent and exit live drips for Shopify-sourced WhatsApp contacts and contacts with a checkout in your workspace. These defaults do not themselves send a confirmation. A configured keyword can receive your configured confirmation, subject to the normal reply rules.
Enable checkout SMS collection and reconnect Shopify to grant read_customers for customer consent updates. Without that grant, checkout signals and eligible STOP messages still work, but customer consent updates are not registered.
Consent changes are applied in delivery order, not customer-action order. An old positive event can restore consent, and an older full-form contact save carrying marketing consent can request a new grant after revocation. The stored source and timestamp are current metadata, not a consent history. A skipped checkout is not automatically rescheduled. Recovery checks the live contact again before sending. A retained checkout token prevents another recovery for that token; deleting or purging the record removes that protection. Purging the last checkout can also remove default STOP eligibility for a surviving contact without a Shopify source.
Stravax Engage records whether a completed order follows one of its recovery messages, so you can see how many of your abandoned carts actually convert after a WhatsApp nudge, not just how many recovery messages went out.
Each abandoned-checkout record stores the customer's name and phone number (the business messaging recipient), checkout token, recovery link, currency, cart total, item count and timestamps. It does not store the full billing or shipping address or payment details. Stravax Engage can also create a workspace contact with the name and phone number, and recovery messages are kept as conversation records. A connected e-commerce platform data-access request is copied into an administrative audit entry, including the email and phone in the request.
A daily job deletes abandoned-checkout records at least 90 days old. Connected e-commerce platform deletion requests remove matching checkout records only. The contact, messages, order notifications and audit entries are not deleted by either and currently have no automatic expiry. See the full data retention policy for details.