Summary
Flipkart Wholesale partnered with WebEngage to build an always-on commerce recovery system that helped retailers continue their ordering journey across every stage of the funnel.
- Identified lost intent across browsing, product views, carts, checkout, and failed orders.
- Built behaviour-led recovery journeys based on where retailers paused.
- Used Push Notifications and Web Push to bring retailers back and complete interrupted orders.
- Created a scalable framework to measure and optimize recovery performance.
Objective: Recovering Lost Orders Across the Retailer Journey
Retailers often start orders while managing daily store operations. They browse products, add items to carts, pause for approvals, or leave during checkout. These interruptions created unfinished purchase intent that needed a structured recovery approach.
WebEngage Solution
WebEngage helped Flipkart Wholesale create stage-specific recovery journeys across the ordering funnel. Each intervention was designed around where the retailer paused, with messaging and timing aligned to purchase intent.
The system covered:
- Browse and product-view recovery
- Session recovery
- Cart and checkout recovery
- Failed order recovery
- Repeat and replenishment journeys
The Business Impact
Why It Matters
Flipkart Wholesale moved from individual recovery campaigns to an always-on system that responded to retailer behaviour across the ordering journey. By identifying where intent slowed down and triggering relevant interventions, the team created a scalable approach to recovering lost orders.
