Abandoned Checkout Audience

An abandoned checkout audience captures users who reached the checkout stage but did not complete a purchase within a given time window. This segment is commonly used for retargeting campaigns on Meta, Google Ads, and other ad platforms.

Prerequisites

• Checkout Initiated (or equivalent checkout event) tracked in CustomerLabs
• Purchase (or equivalent purchase event) tracked in CustomerLabs

Note

The event names above (Checkout Initiated, Purchase) are examples. Use the exact event names tracked on your website. You can verify available events under Events in the CustomerLabs dashboard.

Audience Logic

Condition	Event	Occurrence	Time Frame
Include	Checkout Initiated	Occurred	Dynamic — in the last 30 days
Exclude	Purchase	Not Occurred	Dynamic — in the last 30 days

Users who triggered a checkout event but have no corresponding purchase event within the same 30-day window are included in this audience.

Configuration

Navigate to Audiences → Create a Custom Audience.

Condition 1 — Checkout Initiated

1. Under By Event, select your checkout event (e.g., Checkout Initiated).
2. Set occurrence to Occurred.
3. Set the date range to Dynamic — in the last 30 days.

Tip

Adjust the time window based on your average purchase cycle. For high-consideration products, a longer window (e.g., 60 or 90 days) may capture more relevant users.

Condition 2 — Purchase Not Occurred

1. Click Add another action and select AND as the conditional operator.
2. Under By Event, select your purchase event (e.g., Purchase).
3. Set occurrence to Not Occurred.
4. Set the date range to Dynamic — in the last 30 days.

Tip

If you have server-side purchase tracking set up, use cl_purchase as the purchase event instead of or in addition to the client-side purchase event to avoid missed conversions.

Run and Save

1. Click Run Query to preview the audience count.
2. Click Save & Active.
3. Enter an audience name in lowercase with underscores (e.g., abandoned_checkout_30d).
4. Set a Refresh Interval — recommended 1 day for the first 3 days, then adjust based on audience size and event consumption.
5. Check Agree & Continue and click Save & Active.

Note

Since both conditions use a dynamic date range, this is a dynamic audience. It will automatically include and exclude users as they enter or exit the 30-day window on each refresh.

Next Steps

Sync this audience with your ad platforms to retarget users with checkout recovery campaigns:

• Sync with Meta Ads
• Sync with Google Ads