💌 Win Back Shoppers With These Follow-Ups

Hey, it’s Ray.

Let’s talk about something every ecommerce brand deals with, but nobody likes to admit:

Shoppers who vanish right before buying.

They added the product.
They started checkout.
They were this close.
And then… poof.

But here’s the part most brands forget:

They’re not gone. They’re just waiting for the right nudge.

After running follow-up flows for hundreds of products across dozens of brands, I can tell you this confidently:

There is a reliable, repeatable way to win them back.
And it’s a lot simpler than people think.

Here’s the playbook I use every single day.

1. Follow Up Fast, While Their Interest Is Still Warm

In my experience, the first reminder works best when it goes out quickly.

Not days later.
Not “whenever the team has time.”
Soon.

Why?
Because shoppers rarely abandon because they hate the product.
They abandon because something interrupted them. A text. A kid. Dinner. A notification. You name it.

A fast follow-up catches them before that interruption turns into forgetting.

Keep it simple:

• Friendly tone

• Clear reminder

• Direct link back to checkout
  

That’s it.

2. When Needed, Add the Lightest Possible Incentive

Here’s something I’ve seen over and over again:

Most carts don’t need big discounts.

Huge offers don’t convert better, they just burn margin.

What does work?

• Free shipping

• A small percent-off code

• A tiny “sweetener” like a bonus sample
  

The goal isn’t to bribe the shopper.
It’s to remove the tiny bit of friction that stopped them the first time.

Think of it like a gentle tap on the shoulder:
“Hey, you’re close. Let’s make this easy.”

3. Show Them Exactly What They Left Behind

Here’s what I can promise you:

When you remind someone of exactly what they were about to buy, follow-ups convert better. Every time.

People don’t abandon because they’re not interested.
They abandon because life got in the way.

So show them:

• The product image

• The color or variant they picked

• A short review from another shopper

• A quick line about why people love it
  

This reconnects them to the moment they first clicked “Add to Cart.”

Clarity always beats cleverness here.

4. Follow Up Again the Next Day…. Gently

If they didn’t come back after the first message, it’s rarely a “no.”

More often it’s:
“I’ll do it later.”
And later becomes never.

This second follow-up is your soft reminder. Not pushy. Not needy. Just helpful.

Something like:
“Hey, just checking in, your cart’s still saved in case you got busy.”

You’d be surprised how many people return because of this one gentle touchpoint alone.

5. Send a Final Reminder After a Couple Days, With a Clear Reason to Act

By this point, shoppers fall into one of two groups:

1. They genuinely forgot

2. They were on the fence
   

Your last follow-up is where you give them a reason to decide.

Not pressure.
Not fear tactics.
Just clarity.

It could be:

• A small incentive

• Low stock

• A limited variant

• A note that their cart is expiring soon

This is the message that often picks up the people who really did intend to come back.

6. Use Email and SMS Together, They Work in Different Ways

Something I’ve seen across brand after brand:

Email and SMS don’t replace each other.
They complement each other.

Email gives you space:

• Product photos

• Reviews

• Explanations

SMS gives you immediacy:

• Quick reminder

• Direct link

• Short and simple
  

When you use both, you’re catching shoppers in two different moments of their day—and that boosts your chances dramatically.

7. Automate Everything, Consistency Beats Creativity

One of the biggest mistakes I see brands make?

Relying on manual follow-ups.

No one has time for that.
Not during Q4.
Not during promos.
Not… ever.

The brands that win are the ones with a simple, automated system that:

• Sends the follow-ups at the right times

• Shows the right products

• Personalizes the experience
  

• Runs 24/7 without anyone touching it
  

When this is dialed in, it becomes a revenue machine you don’t have to babysit.

Make Follow-Ups Easy

You don’t need complicated flows or aggressive discounts.

You need:

• Good timing

• Clear reminders

• Simple incentives

• True personalization

• Automation that never sleeps
  

These are the things that consistently win back shoppers, in December, during sales events, and every regular weekday in between.

If you want help setting up or tightening your follow-ups, just hit reply. I’ll walk you through the exact setup I build for clients.

Talk soon,
Raymond Chen
Founder & CEO, 11 Agency

More Ways to Level Up Your Email Game 

Q4 is here, and with the holidays right around the corner, your email marketing has to be dialed in. 

Every click, every open, and every flow can mean the difference between hitting record revenue or leaving money on the table. 

Here’s how I can help you maximize Q4: 

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Extra Tips to Boost Your Email Strategy

If you’re up for boosting your email game, I’ve got a few more gems for you:

📺 Watch My YouTube Tutorial: Create a High-Converting Welcome Sequence in 2025
Ready to turn new subscribers into loyal customers?

In this video, I’ll show you how to build a high-converting welcome sequence that boosts engagement and email deliverability. Using Klaviyo, I’ll guide you step-by-step on optimizing your flows for success. Plus, I’ll share key tips for Shopify brands to drive more sales with email! 👉 Watch it here: 

📝 5 Email Loyalty Marketing Programs That Drive Repeat Business
Many brands struggle to turn one-time buyers into loyal customers.

We’ve put together 5 proven email loyalty programs that encourage repeat purchases and build long-term relationships with your customers. Want to see the programs that actually work? 👉 Check out the full list here: 5 Email Loyalty Marketing Programs That Drive Repeat Business

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