> For the complete documentation index, see [llms.txt](https://docs.chord.co/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.chord.co/analyze-with-dashboards/explores/building-cart-abandonment-audiences-with-the-product-abandoned-explore.md).

# Building cart abandonment audiences with the Product Abandoned explore

This guide explains how to use the Products Abandoned Explore to build targeted abandonment audiences.

## Explore overview

The **Products Abandoned** Explore tracks user sessions from the last 72 hours and provides:

* Session activity metrics (products viewed, added to cart, checkout started, orders completed)
* Ranked product lists (top 6 viewed and top 6 added products per user)
* User identification (email, anonymous ID, CDP User ID)
* Backend order validation via OMS data

## Audience segmentation

The Explore supports three types of abandonment audiences based on how far users progressed in the funnel:

| Audience Type            | Description                                          | Key Filters                                                              |
| ------------------------ | ---------------------------------------------------- | ------------------------------------------------------------------------ |
| **Browse Abandonment**   | Users who viewed products                            | Session Product Viewed Count > 0                                         |
| **Cart Abandonment**     | Users who added to cart                              | Session Product Added Count > 0                                          |
| **Checkout Abandonment** | Users who started checkout but didn't complete order | Session Checkout Started Count > 0 AND Session Order Completed Count = 0 |

## Building an audience: filter configuration

### Cart abandonment filters

| Field                          | Operator             | Value       | Purpose                                       |
| ------------------------------ | -------------------- | ----------- | --------------------------------------------- |
| Session Product Added Count    | >                    | 0           | Added at least one product to cart            |
| Session Checkout Started Count | >                    | 0           | User Started checkout                         |
| Email or User ID               | is not null          | -           | Identifiable users only                       |
| Session End Time               | is before            | X hours ago | Session has ended (cooldown period)           |
| Last Order Completed Time      | is null OR is before | X days ago  | Exclude recent purchasers (backend OMS check) |

## Key fields reference

### Session activity fields

* **Session Product Viewed Count**: Total product views in the session
* **Session Product Added Count**: Products added to cart in the session
* **Session Cart Viewed Count**: Times cart was viewed in the session
* **Session Checkout Started Count**: Checkout initiations in the session
* **Session Order Completed Count**: Orders completed in the session (frontend events)

### Product fields

* **Viewed Product 1-6**: Top 6 most viewed products (ranked by view count)
* **Added Product 1-6**: Top 6 most added products (ranked by add-to-cart count)

### Time fields

* **Session Start Time**: When the session began
* **Session End Time**: When the session ended (30+ min of inactivity or 3 hours total duration)
* **Last Order Completed Time**: Most recent backend order completion timestamp

### Identification fields

* **Email**: User's email address
* **Anonymous ID**: Browser anonymous identifier
* **CDP User ID**: Unique user identifier from the CDP

## Best practices

1. **Always filter for identifiable users** - Include Email or User ID is not null to ensure you can reach the audience
2. **Use Session End Time for cooldown** - Filter Session End Time is before X hours ago to give users time to return on their own before targeting
3. **Check Last Order Completed Time** - This field checks backend OMS events to see when a user last completed any order. Use is null OR is before X days ago to:
   * Include users who have never purchased (is null)
   * Include users whose last purchase was long enough ago to re-engage (is before X days ago)
   * Exclude very recent purchasers who may have completed via a different session
4. **Differentiate Cart vs Checkout abandonment** - The key differentiator is Session Checkout Started Count:
   * \= 0 means they abandoned at the cart stage
   * \> 0 means they started checkout but abandoned
5. **Use product fields for personalization** - Include Viewed Product 1-6 or Added Product 1-6 in your export to personalize abandonment emails with the actual products
6. **Join with OMS Users** - For additional user context, join with the OMS Users Explore to access customer lifetime value, order history, and other profile data

## Example: cart abandonment flow

Cart Abandonment flow:

1. **Trigger**: User adds product to cart but doesn't complete checkout within 2 hours
2. **Audience Filters**:
   * Session Product Added Count > 0
   * Session Order Completed Count = 0
   * Email is not null
   * Session End Time is before 2 hours ago
   * Last Order Completed Time is null OR is before 30 days ago
3. **Personalization**: Include Added Product 1-3 for product recommendations in the email
4. **Exclusions**: Recent purchasers (via Last Order Completed Time filter)


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