1. Abandonment Diagnosis Most likely abandonment reason: Uncertainty about shipping/delivery time. Supporting evidence: Emma specifically asked, “How long does shipping usually take?” and later reached checkout, entered shipping information, but did not complete the purchase. Customer intent: High — she added two products, reached checkout, and entered shipping information. Main conversion barrier: Lack of confidence/clarity about delivery timing. 2. Recovery Strategy Element Recommendation First action Send a helpful email answering the shipping concern directly. Channel Email Timing First email within 1–2 hours of abandonment Incentive No discount Barrier to address Delivery uncertainty and reassurance about the checkout decision Key message Normal delivery takes 3–5 business days, and her $60 cart qualifies for free shipping. 3. Recovery Sequence Email 1 — 1–2 hours after abandonment Answer her shipping question and remind her that the $60 cart qualifies for free shipping. Email 2 — 24 hours later A gentle reminder that her selected products are still in her cart, while again highlighting the relevant shipping information. Email 3 — 48–72 hours later Final helpful reminder, mentioning the 30-day return policy without creating artificial urgency. 4. Recovery Messages Email 1 — Primary Recovery Email Hi Emma, You recently asked how long shipping usually takes, so we wanted to make sure you had the information you needed. GlowHaus Beauty’s normal delivery time is 3–5 business days. Your $60 cart also qualifies for free shipping. Your Vitamin C Brightening Serum and moisturizer are still in your cart if you’d like to complete your order. Best, GlowHaus Beauty Email 2 — Gentle Reminder Email Hi Emma, Just a quick reminder that the Vitamin C Brightening Serum and moisturizer you selected are still in your cart. Your $60 order qualifies for free shipping, and normal delivery takes 3–5 business days. If you have any questions before completing your order, we’re happy to help. Best, GlowHaus Beauty Email 3 — Final Helpful Reminder Email Hi Emma, We wanted to send one final reminder about the products you added to your GlowHaus cart. Your $60 cart qualifies for free shipping, with normal delivery taking 3–5 business days. GlowHaus Beauty also offers a 30-day return policy. If you’re ready, you can return to your cart and complete your order. Best, GlowHaus Beauty 5. Final Recommendation The business should focus the recovery campaign on resolving Emma’s shipping uncertainty rather than reducing the price. Her checkout behavior indicates strong purchase intent, while her explicit shipping question provides a concrete barrier to address. Clear information about 3–5 business-day delivery and free shipping on her $60 cart directly responds to that barrier without unnecessarily sacrificing profit or changing the brand's pricing strategy.