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Customer story · UK home appliances retailer
High-AOV home-appliances retailer cut cart abandonment from 64 to 39 percent in twelve weeks by moving to Hyvä Checkout and adding a WhatsApp + email recovery sequence with sensible delivery promises.
The problem
The client was a mid-tier UK home appliances retailer on Magento Open Source 2.4.6 with the stock Luma checkout. Average order value was £420 (washing machines, ovens, large white-goods) so even a small drop in checkout completion was costing real revenue. They were seeing a 64 percent abandonment rate on the cart-to-payment step. Two specific issues: the Luma multi-step checkout was slow on mobile (35 percent of traffic), and the delivery promise was vague ("within 7 working days") which made buyers leave to check Currys or AO instead.
What we did
Hyvä Checkout to collapse the multi-step Luma flow into a single page with editable summary. Delivery date promise wired in at the cart step using the existing courier API (not "within 7 days" but "Wednesday 14 January, before noon"). Three-step WhatsApp + email recovery sequence: 30 minutes after abandonment, 24 hours, and 72 hours. The 24-hour message includes the exact delivery date the buyer would get if they completed today. Apple Pay and Klarna added at the checkout step.
The outcome
Twelve weeks after launch the cart-to-payment abandonment rate dropped from 64 to 39 percent. Recovery sequence alone recovered 18 percent of abandoners, with the 24-hour "your washing machine could be delivered Wednesday" message responsible for two-thirds of that. Apple Pay accounted for 22 percent of mobile completions within four weeks of being added. Total recovered revenue in the first 90 days was £186,000 on an integration that cost £24,000.
