Identify the specific friction behind an abandoned checkout without assuming price is always the cause.
What was the main reason you did not complete your purchase?
Start with the complete working structure, then adjust the language, timing, and incentive to fit your customers and brand.
Best used when
Your team has a specific decision or growth objective and needs a focused artifact to move from planning to launch.
What was the main reason you did not complete your purchase?
single choiceSuggested answers
Why ask it: Fixed options turn abandonment into a countable ranking instead of a hunch, and the ranking is rarely the one the team predicted. Each answer routes to a different owner: unexpected cost means showing shipping and tax earlier, delivery time means a clearer estimate, and product uncertainty means content.
What would help you feel ready to complete the purchase?
open textWhy ask it: Asks for the remedy rather than the complaint, so the answers arrive as a to-do list: a size chart, a delivery date, a smaller pack. It also tells you what your recovery email should carry, which is often information rather than a discount.
What nearly stopped you from choosing this product?
open textWhy ask it: Everyone who answers this got past the objection, which means the same objection is still stopping the shoppers who did not. Asked of buyers rather than browsers it stays specific, and it is the cheapest supply of product page and FAQ fixes you have.
Is there anything else you would like us to know?
open textWhy ask it: The last question is where the unprompted things arrive: a packaging complaint, a size you do not stock, one support agent thanked by name. Keep it optional and last so it costs nothing in completion, and lean on AI analysis to group the themes once you pass a few hundred responses.
Generate a focused variation while keeping the expert-written version available as your baseline.
Add your goal and audience. If AI is unavailable, the complete template on this page still works as a practical starting point.
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Three specifics worth checking against your own store before you launch.
Start with the focused version, publish, and let the first answers steer the next iteration.
Keep the survey separate from your recovery sequence, so a question never competes with an offer in the same inbox
Ask within a day, while the shopper still remembers the small thing that stopped them
Count answers monthly, remove the top reason, then re-run and watch it fall down the list
Strong execution usually comes from removing ambiguity and keeping every action tied to the original objective.
Attaching a discount to the survey, which teaches shoppers to abandon and buys you a biased answer
Assuming price is the cause, then finding out the top answer was a delivery date
Surveying only high-value carts, where the sample is smallest and the reasons are least typical
Fixing the top reason and never asking again, so nobody finds out whether it worked
No. A code turns the survey into an offer, and the answers come back written by people who now expect one. Run recovery discounts as their own email and keep the survey clean, because the job of the survey is to stop the next thousand abandonments rather than to rescue this cart.
Within a day, and ideally within a few hours. Abandonment is usually a small, specific, forgettable event: a shipping cost appeared, a size was gone, the phone rang. Ask on day three and you collect a rationalization instead of a reason.
Because recovery emails treat the symptom at the worst possible margin. Winning a cart back with a discount costs you money every single time it works, while removing the reason costs you once and then stops charging rent. Most stores should do both, but only the survey tells you which reason to remove first.
Then the option list is wrong for your store, which is a useful finding in itself. Read the text behind Other, promote the two most common write-ins into named options, and run it again. Every option list should be rebuilt from your own answers at least once, because the reasons shoppers leave a jewelry checkout are not the reasons they leave a supplements one.
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