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Frequently asked Questions

1. Where can I view my sent emails?
Retainful maintains a list of emails that have been sent to customers.
You can find the detailed report of sent emails on your Retainful account under Retainful dashboard → Metrics & Cart Activity -> Outbox tab
2. How do I change the From address in emails?
You can set up the Email properties (From Name, From Email Address, and Reply-to Address) for your Retainful account. By doing this, you can ensure that all the outgoing emails will carry the set from name, email address, and reply-to address.
To set up the Email properties, please go to your Retainful dashboard -> Settings -> Email -> Email Properties,
Email Properties
If you have not mentioned any From address, the From address would be the email address that you registered with Retainful.
3. How to test email templates in Retainful?
While setting up an abandoned cart recovery or a post purchase email workflow, if you would like to test the email templates in the workflow to see how the email design will appear when sent to customers, you can click on the 'Send test email' button on the appropriate email template:
Testing Email Design
A popup would show up where you could enter the email address to which the email is to be sent. Also, you need to Check the reCAPTCHA.
Sending Test Email
NOTE: Your latest abandoned cart or dummy date will be used in the test email. LINKS and BUTTONS in the test email will take you to the home page because this is a TEST email. Not an actual email.
4. What are the ways to collect customers email address before they checkout using Retainful?
Retainful gives you two more options/features to collect customer's email address:
  1. 1.
    Exit Intent popup - You can trigger a popup when a customer tries to leave your site when having items in the cart. The popup can have an email collection form or a coupon or both. Click Here to view the guide.
  2. 2.
    Add to cart popup - You can trigger an email collection popup when customer clicks on the 'Add to cart' button to capture their email address. Click Here to view the guide.
NOTE: The above said features are available for WooCommerce stores only at the moment.
Just sign up for a free account and you can start a 14-day free trial.
You can find the Add to cart popup and Exit intent popup at your WordPress dashboard -> Retainful -> Premium features.
5. What happens after I reach the contact limit allowed for my plan?
For example, If you are using the FREE plan. With the Free plan, you are allowed a contact limit of 300 contacts.
Once you reach the 300 contact limit, your live automation workflow and cart tracking would be stopped.
To continue tracking carts and reactivate your automation workflow, you will have to upgrade to a paid plans.
Click here to know the plans and features that Retainful offers.
6. The add to cart button functions very slow, how do I fix this ?
This may be because of the Cart tracking engine that you are using.
Navigate to your WordPress dashboard → Retainful → Settings.
Set the 'Cart tracking engine' to Javascript.
The PHP tracking engine gets processed at the server end, while javascript uses the browser for interacting with the API.
So, the Javascript engine tracks carts and also processes all the requests at a better speed.
7. Can we bulk delete contacts ?
Retainful is an Email Marketing Automation and a Customer Retention solution. The Ultimate goal is to increase the "Average Revenue Per Customer" by recovering carts, driving repeat purchases and acquiring new customers through referrals without spending tons of money on google and facebook ads.
So the contacts are central to all the features in Retainful - abandoned cart recovery, order follow-up emails, next order coupons & follow-ups, win-back emails, thank you emails, welcome emails, referrals / refer-a-friend campaign and more.
If a contact is deleted, all his/her data will be deleted permanently including the carts, orders, coupons, referrals, etc. That means the customers wont be able to recover their carts or redeem their referrals, etc.
Even for smaller tasks you need the customer data.
Let me explain this with a few examples,
Example 1: Say, Customer A makes an order and receives a coupon for next order. He might use it in 30 days or 40 days or even after 6 months. We provide options for following up the customers through reminders.
Example 2: In referrals, when your existing customers refer their friends, they and their friends can earn rewards. And these rewards had to be stored in that contact account as they can be redeemed at a later point.  Example 3: Say, a customer has unsubscribed from his emails. Let's say, you have deleted his/her contact. Then all his data gets deleted. But, when the same customer abandons a cart next time, he will receive the emails (because his previous data was deleted permanently). This will annoy the customer and also a GDPR violation.
As a result, we do not provide a bulk delete option at the moment. But you an go to the 'Customers' Section and delete the records.
8. What is a contact?
  • A contact is an email address collected either through tracking abandoned carts or next order coupons
  • In simple terms, 1 email is 1 contact. Even if one contact has multiple abandoned carts, it will be treated as one contact.
  • Unlimited emails can be sent to a contact. (Example: If a contact has 10 abandoned carts, it will still be considered as 1 contact.... but he can be sent unlimited emails [Unlimited emailing isn't applicable for the Free plan])
  • We do not count the contacts that were unsubscribed or deleted.
  • Total contacts = The total number of email addresses for which we tracked carts / orders or a next order coupon or both.
9. Why we have contact based pricing?
Let me explain through a few examples.  If a contact is deleted, all his/her data will be deleted permanently including the carts, orders, coupons, referrals, etc. That means the customers wont be able to recover their carts or redeem their referrals, etc.
Example 1: Say, Customer A makes an order and receives a coupon for next order. He might use it in 30 days or 40 days or even after 6 months. We provide options for following up the customers through reminders.
Example 2: In referrals, when your existing customers refer their friends, they and their friends can earn rewards. And these rewards had to be stored in that contact account as they can be redeemed at a later point.  Example 3: Say, a customer has unsubscribed from his emails. Let's say, you have deleted his/her contact. Then all his data gets deleted. But, when the same customer abandons a cart next time, he will receive the emails (because his previous data was deleted permanently). This will annoy the customer and also a GDPR violation.
As a result, the contact data is vital to be kept in the account. That's the reason why we have contact based pricing in Retainful.
10. How to reset my password?
Please follow the steps below to re-set the password:
  1. 2.
    A login screen will appear. There you will see a link "Don't remember your password".
  2. 3.
    Please click the link to re-set your password.
11. When is cart considered as Recovered cart?
We consider an abandoned cart as recovered when the customer successfully recovers and completes the purchase, satisfying the following conditions
  • Retainful sends abandoned cart recovery email
  • Customer opens the email and clicks on the abandoned cart recovery link (CTA)
  • Customer is then redirected to checkout, once the customer places the order successfully
  • Then Retainful will mark the order as Recovered
For Example, if the customer clicks on a recovery link from a Retainful email and subsequently completes the order, Retainful will mark that order as recovered and also display a record in Retainful dashboard -> Metrics & Cart Activity -> Cart Activity section.
NOTE: A cart will be marked as 'Recovered' when a customer places an order on his own using the dynamic coupon code sent in the abandoned cart recovery email.
12. When will the abandoned cart recovery emails not be sent?
Emails will not be sent or stopped when
  • A customer successfully recovered the cart
  • Or if he places a successful order a while later after abandoning the cart
  • Or if he unsubscribes
  • Or if no abandoned cart recovery workflow found active in your Retainful account
  • Or if you have reached the maximum contact limit of your current plan
13. Can I send abandoned cart recovery emails to carts that were abandoned before installing Retainful ?
Retainful records abandoned carts, live carts and recovered carts only after it is installed on the site.
The plugin has no means to track carts that were abandoned before it was installed on your site.
So cart handling would occur only after you have installed the plugin on the site. So, it's not possible to send abandoned cart recovery emails to past carts.
14. Can I send abandoned cart recovery emails for carts that were tracked by Retainful before setting live an abandoned cart recovery workflow ?
It's not possible to send abandoned cart recovery emails for carts that were tracked by Retainful before setting live an abandoned cart recovery workflow.
The carts that are tracked after setting live the workflow will only enter the workflow if they satisfy the trigger rules, and receive the emails.
15. Is the contacts limit is per month ?
The contacts limit is counted based on the overall number of customers/contacts you have in your Retainful account.
And, the contacts limit is not calculated per month or year in the pricing.
16. Can I import contacts to Retainful?
No. It’s not possible to import contacts.
17. How many emails I can send?
In the Free plan, you send up to 500 emails per month. There is no limit on the number of emails sent for the paid plans. You can send unlimited emails.
18. When I install Retainful in my store, will my existing contacts also be counted in the contacts?
No. Your existing contacts will not be counted in the contacts. We only count the contacts that are captured after installing Retainful for your store.
19. Can I add multiple stores under a single Retainful account?
Yes. You can add and manage multiple stores under a single Retainful account. It’s very easy to switch between stores in Retainful.
20. Can Retainful send abandoned cart recovery emails to guest customers (who are not logged into their account)?
Yes. Retainful can send the abandoned cart recovery emails to guest customers. It captures the customers' email addresses from the checkout page. So, the customers do not necessarily need to be logged in while abandoning carts.
21. Can I use Retainful for a multi-lingual store?
Yes, of course, you can use Retainful in multi-lingual stores and send abandoned cart recovery emails, thank you emails, welcome emails, order follow-up emails, and more based on customer language preference.
22. Is there a way to recover guest carts (carts without customer email addresses)?
When a customer leaves the store without providing his/her email address while abandoning cart, that cart will be considered a guest cart. It is not possible to recover guest carts using Retainful.
23. Can I use Retainful for a store that is not built on WooCommerce or Shopify?
Currently, Retainful is available for Shopify and WooCommerce only. It’s not possible to use Retainful for other eCommerce platforms at the moment. But, the integration for BigCommerce, WIX, and other platforms will be available soon.
24. I just want to use a specific feature in Retainful, is there a custom paid plan that allows me to get access to that specific feature and use it ?
Currently, we don't have any custom paid plans based on features at the moment. You can choose our standard plans only.
25. I need assistance to set up Retainful for my store, what should I do ?
Just send us a message on the live chat (the blue icon on the right bottom of the screen) or send an email to [email protected]
Our Customer Success team will help you set up Retainful for your store.