SHOPLINE has launched the "Send Checkout Reminder" feature for Facebook livestreams. The system will automatically send reminders to customers who viewed Facebook Live and added products to the shopping cart but have not completed checkout. You can also schedule a send time as a follow-up to boost the conversion rate.
⚠️ Before you begin, please note:
- This feature supports Facebook Pages/Facebook groups/Instagram Live. The instruction below takes an example from a Facebook Page.
- Following Meta's discontinuation of Messenger Message Tags on 9 February 2026, some order notifications may not be delivered after the 24-hour interaction window closes. SHOPLINE will replace this with the Utility Message feature. You simply need to reconnect your Facebook Page. If you have any questions, please contact our Online Merchant Success Team.
In this article, you'll find:
1. Steps to set up
i. Enable "Send checkout reminder" when creating a livestream
Step 1
In the SHOPLINE Admin, go to [Social Commerce] > [SHOPLINE Live] and create a Facebook Page livestream.
Step 2
After completing the basic settings, in "Step 3. Advanced settings", scroll down to the "Messenger settings" section, switch on the "Send checkout reminders" toggle, and set the send time.
*Note: The checkout reminder is switched off by default.
*Note: If you switch on the "Lock Inventory" feature, it is recommended that you set the checkout reminder send time earlier than the lock inventory period so that products are in stock when customers receive the reminder.
Step 3
Click Create to complete the setup.
ii. Enable "Send checkout reminder" and set sending time
Step 1
Enter the Facebook Page livestream you have created, and click the "Gear" icon on the bottom left.
Select [Message Settings] > [Checkout Reminder Message], switch on the "Send checkout reminder messages" toggle, and set the send time.
Step 2
You can view the message preview on the right. Once you are done, click Save changes on the bottom right. At your appointed time, the system will send the checkout reminder message to livestream viewers who meet the criteria.
*Note: Due to Meta's discontinuation of the Messenger Message Tags feature, this message will use a fixed template and cannot be customized at this time.
iii. Enable "Send checkout reminder" and set sending time
Step 1
Go to [Social Commerce] > [SHOPLINE Live] and click Set up next to "General Settings."
Step 2
Select [Message Settings] > [Checkout Reminder Message] and switch on the "Send checkout reminder messages" toggle.
Step 3
You can view the message preview on the right. Once you are done, click Save changes on the bottom right. At your appointed time, the system will send the checkout reminder message to livestream viewers who meet the criteria.
*Note: Due to Meta's discontinuation of the Messenger Message Tags feature, this message will use a fixed template and cannot be customized at this time.
2. Send checkout reminder
Customers will receive the checkout reminder in the following scenarios:
- Customers left a message in the livestream to add products to their shopping cart, but the order has not been created before the checkout reminder scheduled send time.
- You added products to the customer's shopping cart using the "Edit cart" button in the livestream backstage, but the customer has not checked out before the checkout reminder scheduled send time.
Customer's view of the checkout reminder
3. Notes
- Only one checkout reminder can be sent per Facebook Live.
- If a customer has placed an order before sending a checkout reminder, they will not receive a checkout reminder, regardless of whether they paid or not.
- If the customer leaves a keyword after the system sends the checkout reminder, they will not receive the checkout reminder.
- If the customer’s shopping cart is empty, the system will not send a checkout reminder at the scheduled time.
- The system supports editing the related settings before sending checkout reminders. This means that even if the livestream is over, you can still edit the send time or turn off the feature toggle before the reminder is sent out.
- If you send a shopping cart link and the customer clicks Checkout Now with no response, please refer to Section 1 in Common Facebook Issues & Solutions. If the message window displays an error such as "Failed to send", please refer to Section 3 in Common Facebook Issues & Solutions.
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SHOPLINE Live | Live Stream Shopping with Facebook Live
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