Frequently Asked Questions

No code edits required—just enable the app in your theme settings:

1. In Shopify Admin, go to Online Store → Themes and click Customize.
2. In the left sidebar, open App embeds and toggle on Reclavio Widget.
3. Click Save. The app will start working on your store immediately.

Tip: Publish the theme or preview it to confirm the Reclavio popup appears when a rule matches.

Yes—Reclavio supports the Thank You and Order Status pages using Shopify's extensible post-purchase surfaces.

If your store hasn't upgraded to Shopify's newer Thank You / Order Status experience yet, you may need to complete Shopify's upgrade steps before extensions appear.

Reclavio follows your rules first. If a discount is allowed, it will only offer one within your max discount and margin guardrails.

• If the shopper looks ready to buy, Reclavio prioritizes answers + reassurance over incentives.
• Your configured guardrails (max %, min margin) are never exceeded.
• You can see the “why” behind any decision in the Decision Log.

Discount decisions are governed by IPOE (the Incremental Profit Offer Engine) + your configured guardrails.

Yes! Reclavio offers an interactive chat bubble for a more personal touch:

1. Go to Settings → Storefront Experience.
2. Toggle Allow shoppers to start a chat any time to ON—this enables the chat bubble.
3. Optionally, toggle Restrict to Quick Actions to ON to prevent customers from typing free-form messages.
4. Save. The chat widget will appear on your store immediately.

The chat widget sees what’s in the cart and uses AI to have helpful conversations.

Both are ways to offer discounts, but they work differently:

Use both together: Offer Ladder for simple "spend more, save more" incentives, and Rules for nuanced behavioral interventions.

Create rules directly inside the Reclavio admin:

1. Open the Rules tab and click Add Rule.
2. Use the Visual Builder to pick a condition (e.g., Cart Value > $100) and an action (e.g., Free Shipping).
3. Or, pick a Quick Template like "VIP Discount" to fill it out instantly.
4. Advanced users can switch to the Code Editor for complex logic.
5. Click Create. The rule is live immediately; use the Simulator to test it first.

Need to pause a rule? Edit it and turn it off, or delete it from the menu.

If multiple rules match, Reclavio picks the highest dollar-value offer for that cart.

• A rule for a specific product beats a general cart-value rule.
• A rule targeting returning customers beats one for all visitors.
• Offers are compared by actual dollar value: on a $600 cart, 15% ($90) beats a $5 fixed discount.

Tip: Use the Simulator to confirm which rule wins before going live.

Shadow Mode lets you test your rules and Offer Ladder without affecting real shoppers.

• Widget hidden: No bubble, toast, or chat appears on your store
• No discounts issued: No codes are created or given away
• Analytics logged: See what would have happened in Activity Log
• Safe testing: Validate your setup before going live

When you're confident everything is working, switch to Live Mode in Settings → General.

IPOE (Incremental Profit Offer Engine) is Reclavio's AI-powered decision system that optimizes which discount to offer and how much during AI conversations — maximizing your incremental profit per session.

• Replaces manual rules: When active (Live/Adaptive), IPOE makes discount decisions instead of your Rules Engine for AI conversations.
• Profit-aware: Won't offer incentives that violate your margin floor or caps.
• Separate from Offer Ladder: The Offer Ladder ("Check for savings") continues to work independently on its own surface.

Tip: Enable IPOE with Shadow Mode first to preview decisions without showing offers.

IPOE always follows your guardrails. Common reasons include:

• Guardrail blocked: max discount, excluded items, or cooldown rules.
• Profit floor: the cart margin couldn't support an incentive.
• Not needed: shopper intent looked decisive (reassurance is shown instead).
• Already discounted: a discount was already applied or stacking is disabled.
• Safety fallback: rate limits/budget protection temporarily reduced AI behavior.

You can keep IPOE on a tight leash with these controls:

• Max discount: cap percent or fixed amount.
• Cooldowns: prevent repeat incentives per shopper/customer.
• Exclusions: block sale items, specific products, collections, or tags.
• Surface control: allow chat only, toast only, or Offer Ladder only.
• Shadow Mode: evaluate decisions without showing them to shoppers.

1. Turn on Shadow Mode for IPOE in Settings → Profit Optimization.
2. Use the Simulator to run carts through common scenarios.
3. Review the Decision Log (what it would do + why).
4. When confident, switch to Live or Adaptive mode.

Best practice: keep a small holdout group (5%) to measure true profit lift.

Reclavio uses a small holdout group — sessions that don't receive discount offers — to measure how much your discounts truly add to profit. This is the same A/B testing method used by leading e-commerce platforms.

You can enable it in Settings → Profit Optimization.

They operate on separate lanes and don't conflict:

In short: IPOE and Rules share one lane (AI conversations), while Offer Ladder has its own lane. You can safely enable all three.

There are several reasons a session may not receive an offer:

• Holdout session: Part of your measurement group (~5% of sessions)
• Guardrail blocked: Max discount, excluded items, or cooldown
• Profit floor: Cart margin couldn't support an incentive
• Not needed: Shopper intent looked decisive

Check the Activity Log for the specific reason.

The Offer Ladder is a "spend more, save more" feature that rewards shoppers with escalating discounts based on their cart value.

Shoppers click "Check for savings" to see what offer they qualify for. Higher cart values unlock better discounts!

1. Go to Settings → Offer Ladder.
2. Toggle Enable Offer Ladder to ON.
3. Click Apply Defaults for a quick start, or Add Step to customize.
4. For each step, choose the discount type (Free Shipping, Percent Off, or Fixed Amount) and the minimum cart value.
5. Click Save. Shoppers will see the "Check for savings" button immediately.

The Simulator is a safe place to test your offers before real shoppers see them.

1. Open the Simulator tab.
2. Use the Live Context panel to build a mock cart with products and costs.
3. Click Start Session to connect to the AI agent.
4. Chat with the agent to see what it would do and verify it behaves correctly.

Nothing here affects your real store or sales data.

Check these common issues:

1. Make sure Reclavio Widget is turned ON in your Shopify Theme settings.
2. Open your store in an Incognito window to test as a new visitor.
3. Make sure your cart actually meets the rule requirements (like minimum price).

If it still doesn’t work, try the Simulator to make sure your rule is set up right.

Recovered Revenue is the total value of orders placed by customers who interacted with a Reclavio offer and completed a purchase within 24 hours.

Note: Only orders where the customer explicitly engaged with the offer are counted. Orders from customers who saw but ignored the offer are not included.

Acceptance Rate is the percentage of interventions that resulted in a completed sale.

A healthy acceptance rate is typically 10-25%. Below 5% might indicate offers aren't compelling enough; above 30% might mean you're giving away too much margin.

Reclavio encrypts data in transit (TLS 1.2+) and at rest. Access is limited by role.

• Payment data: Shopify processes all payments—Reclavio never receives card numbers.
• Export data: Download your configuration and analytics from Settings → Data Management.
• Delete data: Contact support to request data deletion.
• Consent: If a visitor declines tracking via Shopify's Customer Privacy API, analytics events won't be sent.

Reclavio only requests the minimum permissions needed to operate:

• Read products: To understand your catalog and show relevant offers.
• Read orders: To track cart recovery attribution.
• Write price rules/discounts: To create discount codes for recovered carts.
• Read/write metafields: To store widget configuration on your store.
• Read customer data: Only when marketing integrations are enabled.

We never request permissions we don't use. Review permissions in Shopify Admin → Apps.

Reclavio uses Shopify's standard app billing:

• Subscription: Appears as “Reclavio” on your monthly Shopify invoice.
• Billing cycle: Follows your Shopify billing cycle (not a separate date).
• No hidden fees: The price you see is the price you pay—no usage overages.

View your current plan and billing history in Settings → Billing.

We offer multiple support channels:

Enterprise customers receive dedicated Slack/email channels with faster SLAs.

The API Key allows you to connect Reclavio to external tools:

• Custom dashboards: Pull abandonment data into Google Sheets or Data Studio
• Marketing automation: Sync with Klaviyo or HubSpot for email campaigns
• CRM systems: Feed data to Salesforce or custom analytics tools
• Warehouse integrations: Connect to inventory management systems

Most merchants won't need this unless they're building custom integrations.

Store Policies teach the AI about your shipping, returns, and delivery times. This helps it answer shopper questions accurately:

In Settings → Store Policies:

1. Toggle Enable delivery date messaging ON.
2. Set your Handling time (days to process/pack an order, e.g., 1-2 days).
3. Set your Transit time (standard shipping days, e.g., 3-7 days).
4. The example preview shows what customers will see: “Order now to receive by [Date]”

This is a free-text field for extra context the AI should know about your store:

• “We price-match all competitors within 14 days.”
• “Exchanges are always free, no questions asked.”
• “Gift wrapping available for $5.”
• “Orders placed before 2pm EST ship same day.”

Reclavio can send two types of notifications to your email recipients:

Toggle these on/off in Settings → Notifications. Add multiple email recipients separated by commas.

In Settings → Notifications:

1. Find the Notification recipients field.
2. Add email addresses separated by commas (e.g., owner@store.com, manager@store.com).
3. Changes save automatically.

All recipients receive both recovery emails and rule alerts (if those toggles are enabled).

Marketing Integrations let you sync Reclavio offer events directly to your email/SMS platforms in real-time. When a shopper interacts with an offer, your marketing tools know instantly.

Events sync in near real-time (usually seconds), with automatic retries if the destination is temporarily unavailable.

Reclavio can send these events to your connected platforms:

Use these events to trigger follow-up emails, segment audiences, or build abandoned cart flows with offer context.

Connect Klaviyo in Settings → Marketing Integrations:

1. Click Connect on the Klaviyo card.
2. Enter your Private API Key from Klaviyo → Settings → API Keys.
3. Enable Share customer email (required for Klaviyo to identify contacts).
4. Select which events to sync (we recommend all for complete funnel visibility).
5. Click Connect. Events will start syncing immediately.

Connect Omnisend in Settings → Marketing Integrations:

1. Click Connect on the Omnisend card.
2. Enter your API Key from Omnisend → Store Settings → API Keys.
3. Enable Share customer email for contact matching.
4. Select your events and click Connect.

Omnisend events appear as custom events and can be used in automation workflows.

Custom Webhooks let you send events anywhere—Zapier, Make, n8n, or your own server:

1. Click Connect on the Custom Webhook card.
2. Enter your Webhook URL (must accept POST requests).
3. Select which events to send.
4. Click Connect.

{
  "event": "offer.accepted",
  "timestamp": "2026-01-15T10:30:00Z",
  "cart_value": 125.00,
  "discount_type": "percent",
  "discount_value": 10,
  "email": "customer@example.com"
}

Events require a customer identifier (email) to sync to marketing platforms. If Share customer email is disabled, most events will be skipped.

Solution: Enable Share customer email when connecting your integration. For anonymous visitors, events will sync once they enter their email at checkout.

Some platforms (like Klaviyo) offer two connection methods:

Both methods are equally secure. Use whichever is more convenient for your workflow.

If your integration shows consecutive failures, check these common issues:

1. Invalid API Key: Regenerate in your marketing platform and update in Reclavio.
2. Wrong key type: Klaviyo requires a Private API Key, not Public.
3. Platform rate limits: Wait 1 hour and events will retry automatically.
4. Webhook URL unreachable: Ensure your endpoint is publicly accessible and accepts POST requests.
5. Email sharing disabled: Enable Share customer email to sync events.

Check the integration details modal to see health metrics: consecutive failures, last success time, and failed events (DLQ count).

Absolutely! This is one of the most powerful use cases. Here's how to set it up:

1. Connect Klaviyo or Omnisend with cart.abandoned and offer.displayed events enabled.
2. In your email platform, create a trigger based on the cart.abandoned event.
3. Segment by offer.displayed to personalize messaging—did they see an offer? What was it?
4. Send a follow-up email with the same (or better) offer to close the sale.

Manage your integrations in Settings → Marketing Integrations:

• Update API Key: Click Settings on the integration card, enter the new key, and save.
• Change events: Open settings and toggle which events to sync.
• Disconnect: Click Disconnect. All event syncing stops immediately. Your data in the marketing platform is not deleted.

Disconnecting is non-destructive—you can reconnect anytime and resume syncing.

The Checkout Thank You extension adds a branded message to your order confirmation and order status pages. It's a lightweight way to:

• Reinforce trust: Thank customers and reassure them their order is confirmed
• Drive repeat purchases: Surface a next-purchase promo code
• Build brand loyalty: Leave a positive final impression

Works on all Shopify plans — no Shopify Plus required.

The message appears in two places:

In Settings → Checkout Thank You:

1. Enable Show Reclavio message on Thank You + Order Status.
2. Enter your discount code in the Next-purchase code field (e.g., THANKYOU10).
3. Click Verify to confirm the code exists and is active in Shopify.
4. The code appears on the thank-you page with a “Use code X on your next order” message.

If you leave the Next-purchase code field empty:

• The thank-you message still appears (if the toggle is on)
• The promo line is simply omitted
• You get the trust-building “Thank you” without offering a discount

This is useful if you want post-purchase messaging without giving away margin.

Checkout Interventions are smart UI elements that appear during checkout (not after) to reduce abandonment. Each targets a specific friction point:

When you enable the Reassurance Panel, you can customize three trust signals:

1. Shipping message: e.g., “Ships in 1-2 business days”
2. Return policy: e.g., “30-day hassle-free returns”
3. Secure payment: Toggle to show a “🔒 Secure checkout” badge

Leave any field blank to hide that specific trust signal. The panel only appears if at least one message is configured.

The Shipping Coach calculates how close the customer is to your free shipping threshold and shows a helpful nudge:

To set it up:

1. Enable Shipping Coach in Checkout Interventions
2. Enter your Free Shipping Threshold (e.g., $50)
3. The message auto-calculates based on cart total

If the cart already qualifies for free shipping, the nudge is hidden automatically.

No! Here's the breakdown:

If you're not on Plus, the Checkout Interventions section will show a “Shopify Plus required” message instead of the toggles.

Reclavio is profit-aware by design.

• Reassurance first when a shopper is likely to convert without a discount
• Discounts only when your rules allow it and the margin tradeoff is justified
• No "negotiating up" beyond your configured guardrails

No. Reclavio checks Shopify's customer privacy consent before transmitting analytics.

If consent isn't granted, events are not sent. We follow Shopify's Customer Privacy API.

Reclavio is designed to be lightweight and non-blocking.

• Runs as a theme app embed (no theme code edits)
• Optional enhancements load only after shopper interaction
• Fails safe: the widget never blocks checkout

Reclavio provides two complementary free shipping systems:

Configure Progress in Settings → Store Policies. Configure Code Issuance via Rules.

• AUTO — Use your existing Shopify automatic free shipping discount. Recommended if you already have one set up.
• MANAGED — Let Reclavio create and manage a Shopify discount for you. Great if you're starting fresh.
• CUSTOM — Show generic messaging only (no specific threshold). Use when shipping logic is too complex to detect.

Check Settings → Store Policies → Free Shipping to see your current mode and confidence level.

When there's a mismatch (e.g., Progress shows $50, but your rule offers code at $150), Reclavio provides resolution options:

• Adjust your rule to match the threshold
• Use currency-relative increments to set the rule above the threshold
• Switch to a percentage discount instead of free shipping

Look for the ⚠️ conflict indicator when editing rules.

When the AI issues a free shipping code, the widget seamlessly pivots its messaging:

The widget automatically resets to progress messaging if:

• Cart value changes by more than 5%
• The code expires (2 hours)

We cannot guarantee what Shopify shows at checkout due to factors outside our control:

• Multi-zone shipping — Different zones may have different rules
• Carrier-calculated rates — Real-time carrier fees may override discounts
• Customer segments — Some discounts only apply to certain customer groups
• Product restrictions — Some items may never qualify for free shipping

When confidence is LOW, we show "Free shipping may be available depending on your location and order total."