Playbook

What the recovery agent does, in order, and the limits it cannot cross. Values are read live from the server.

  1. 1

    Notice the walk-away

    The snippet on the checkout page sees the PayPal window close, the tab go idle or the page close. After 30 seconds the server asks PayPal (Orders v2) whether the order is still unpaid. Only then does it count as abandoned.

    JS SDK v6GET /v2/checkout/orders/{id}
  2. 2

    Reach out where they read

    If the shopper ticked the WhatsApp box at checkout, the agent sends one short message that names the item and asks what held them back. No consent, no message.

    WhatsAppopt-in only
  3. 3

    Answer the actual objection

    Price: PayPal Pay Later (Pay in 4) first. Only if they still object, a discount of at most 10% applied to the same PayPal order. "Email me": a PayPal invoice. Trust: PayPal Purchase Protection and the PayPal-hosted link. "Stop": the conversation ends for good.

    Pay Laterdiscount cap 10%Invoicing v2PATCH order
  4. 4

    Count it only when PayPal says so

    A cart becomes Recovered when a verified PayPal webhook (order approved, capture completed or invoice paid) arrives. If the shopper goes quiet, one nudge after –, then the agent stops.

    verified webhooksone follow-up

Guardrails enforced in code

Largest discount
10% of the order, once, and only after Pay Later was offered when the order qualifies for it
Who can be messaged
Only shoppers who opted in at checkout; STOP ends it
Money-moving PayPal calls
Through Hollaback's checked tools, never raw from the model
PayPal Agent Toolkit tools
read-only order and invoice lookups
Webhook signatures
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