---
title: Dealing with canceled transactions
slug: campaign/docs/dealing-with-canceled-transactions
docTags: 
createdAt: 2026-07-20T15:44:57.437Z
---

Customers abort orders, purchases, and other transactions for many reasons. If a customer places a product in a shopping cart, that usually indicates interest in that product. A targeted campaign can give the customer an incentive to complete the transaction.

In the example below, customers who abort transactions are sent a coupon and recommendations for related items. Web analysis filters out recipients who put a trip/tour in a shopping cart but did not complete the transaction. You can use a web-analysis tool to transfer records of sales/reservation cancellations directly to Optimizely Campaign.

:::hint{type="info"}
**Tip**

Web-analysis tools let you simultaneously generate suitable recommendations for transaction cancellations, transfer those to Optimizely Campaign, then create a campaign aimed at this grouping. Contact customer support about connecting web-analysis software to your client.
:::

Using categories and target groups, create paragraphs in a mailing that describe trips/tours similar to the canceled one. Send this mailing to those who canceled transactions.

```html
Recipient generated a post click in service "Analytics" with a value of "Mallorca" /"Grand Canary Islands" / "Sardinia" / "Athens" / "Antalya" / in the category"Transaction cancellation".
```

You must assign a target group to each destination.

The campaign is carried out in two steps, requiring two mailings: a coupon mailing, and a mailing containing recommendations:

- *May we recommend*
- *Book now and redeem your coupon*

A separate paragraph is inserted into the mailing for each target group created in the previous step.

The target groups for this campaign are the same used for the [cross- and upselling campaign](docId\:q22FBecSz42wdVcVmM8Ds), except that the **transaction cancellations** category is tracked. Using web-analysis software, the target group looks something like this:

1. Addressee generated a post click
2. In the service **Analytics**
3. In the **transaction cancellation** category
4. Using the word

- Mallorca
- Gran Canary Islands
- Sardinia
- Athens
- Antalya
- ...

The following steps show how to create a campaign for transaction cancellations.

1. Use a **Post click** node. The **Analytics** service and the **transaction cancellations** target group are set as parameters for the node.
2. Filter recipients by this node to get recommendations relating to the trip/tour previously considered. Target groupings determine the recommendations in the mailing.
3. Set a **Wait** node to a value of **3 days**.
4. Set a branch. For each target group, recipients who purchased a trip/tour are filtered out using the **has purchased** target group created previously. For these recipients, the campaign is concluded.
5. Recipients who did not make a purchase get a coupon mailing.

![Image: Campaign for transaction cancellations](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/d8b68xb5wthdc_mFXBYXU-20260720-145255.png "Image: Campaign for transaction cancellations")