This document discusses cart abandonment functionality in NetSuite. It defines cart abandonment as when a visitor adds items to their online shopping cart but exits without completing the purchase. The document outlines the current single-subsidiary, single-currency NetSuite implementation and eCommerce capabilities. It then describes the high-level requirements for cart abandonment functionality, including identifying abandoned carts, sending reminder emails, and reporting. The proposed solution assumes carts will be tracked within NetSuite without a third-party tool and emails will be sent via a scheduled script. Key application changes and components of the process flow are also summarized.

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Cart Abandonment Functionality
(Native NetSuite)
-Donald Fernandes

2. 2
What is Cart Abandonment?
“Abandonment is an ecommerce term used to describe a visitor on a web page who leaves that page
before completing the desired action. Examples of abandonment include shopping cart
abandonment, referring to visitors who add items to their online shopping cart, but exit without
completing the purchase.”
- Webopedia

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Agenda
Current State
High-Level Requirements
Solution Assumptions
Process Flow
Application Changes
References, FAQs and Further Reading…

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Current State
Single-Subsidiary | Single-Currency NetSuite One-World Implementation
Fully Implemented and Integrated SCA eCommerce, on Release 2019.1
Shopping Cart is enabled for the Website, as Shared across Customer Contacts
No specialized third-party Marketing App

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High-Level Requirements for Cart Abandonment
Identify Abandoned Carts for applicable eCommerce
Customers (Shoppers)
Send Reminder Notification to applicable Customers, regarding
abandoned Cart Contents
Administrative Report on Cart Abandonment analytics by
Customer, Date, Item etc dimensions
Capability to selectively switch on/off Reminder Notifications
Capability to record emails on the Customer Communication
tab

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Solution Assumptions
• Customer (Shopper) has atmost one Cart at a time
• Solution will not use third-party tool (example Bronto)
• Max Number of emails to be sent out simultaneously is ~200
• There is no tracking required for Outbound emails
• Based on NetSuite SCA Version 2019.1
• Shopper does not have an active eCommerce Session, when
receiving emails

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TO-BE
Process Flow

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Key Solution Components
Solution Component/ Application Change Purpose
1 Enable Company Features for Marketing
Automation
To activate Opt-in/ Opt-on capability for Reminder emails, for
eCommerce Customers
2 New Saved Search Shopping Cart object Provide a administrative visibility on all Abandoned Shopping Carts,
across Customers
3 New Saved Search on Shopping Cart object Identify eligible Shoppers, who have abandoned Carts and have Opted-
In for Reminders
4 New Email Template Formatted HTML email template with Item logos, for Outbound
customer-specific communication
5 Scheduled Custom Script Read information from the Saved Search, compile email using specified
Template, execute as a schedule at a designated time of the day
6 Customer Subscription Flag on the Customer Record, under Marketing Preferences, to control
Email transmission

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References and Further Reading…
• Oracle Bronto [https://bronto.com/] for more specialized Marketing
Requirements
• NetSuite SuiteAnswers [Answer Id: 14665]
• SCA Release notes for 2019.2, 2020.1 [Answer Id: 91599]
• What is Cart Abandonment [here]
• Shopping Cart Metrics [check on Google]