Frequently Asked Questions
Answers to the most common questions about NavonaAI — setup, prevention popup, analytics, A/B testing, and billing.
Frequently Asked Questions
Find quick answers to common questions below. Click any link to read the full documentation on that topic.
Getting Started
How do I install NavonaAI on my Shopify store?
NavonaAI is currently installed via a custom link provided by our team. Once we're live on the Shopify App Store, you'll be able to install directly from there. After installing, add the NavonaAI block to your Shopify theme via the theme editor — no code required. → Installation guide
How long does setup take?
Most stores are fully set up in under 10 minutes. The steps are: install the app, add the theme block, configure your prevention settings, and you're live. → Quick-start walkthrough
Does NavonaAI work with all Shopify themes?
Yes — NavonaAI uses a Shopify theme app block, which is compatible with all Online Store 2.0 themes. If you're on a legacy theme, contact support@navona.ai for assistance. → Installation guide
Prevention Popup
How does NavonaAI detect when someone is about to leave?
NavonaAI uses exit-intent detection: on desktop it watches for the cursor moving toward the top of the browser (indicating an intent to close the tab or navigate away); on mobile it listens for back-button events. The popup only fires for shoppers who have items in their cart. → How exit-intent works
Does the popup work on mobile devices?
Yes — the prevention popup is fully responsive and works seamlessly on both mobile and desktop. Mobile triggers use back-button detection rather than cursor tracking. → Prevention overview
Can I customize the popup design to match my brand?
Yes. From your NavonaAI dashboard go to Settings → Prevention to customize colors, headline copy, body text, button text, and the discount amount offered. → Popup customization
Will the popup annoy my customers?
The popup is designed to appear only once per session, only for shoppers with items in their cart, and only when a genuine exit-intent signal is detected. Casual scrollers and shoppers who are actively browsing won't be interrupted. → Prevention settings
What happens to the discount code after the shopper leaves?
Discount codes are generated when the popup triggers and are single-use. If the shopper does not redeem the code, it is automatically deactivated by NavonaAI's cleanup process within a few minutes, so unused codes don't accumulate in your Shopify admin. → Prevention overview
Analytics & Metrics
What does the abandonment rate mean?
Abandonment rate is the percentage of shoppers who added at least one item to their cart but did not complete a purchase. It is calculated as (Carts − Orders) ÷ Carts. → Understanding your metrics
Why is my abandonment rate so high?
Cart abandonment rates of 60–80 % are normal in e-commerce. Many shoppers browse, add items to research prices, and never intend to buy in that session. NavonaAI's goal is to recover a portion of those who were genuinely close to purchasing. → Understanding your metrics
What is bot protection and should I enable it?
Bot protection filters out automated traffic (crawlers, scraper bots, and headless browsers) from your analytics so your metrics reflect real shoppers. We recommend keeping it enabled — it prevents inflated cart counts from skewing your abandonment rate and recovered revenue figures. → Bot protection
How are "Total Sales Lost" calculated?
Total Sales Lost is an estimate of the revenue from carts that were abandoned and not recovered by NavonaAI. It is calculated from the value of items in abandoned carts, grouped by currency. → Reading your dashboard
A/B Testing
How do I set up an A/B test?
A/B testing is currently available through your Account Manager. Contact them and they'll set up the experiment for your store. Self-service experiment creation is coming soon. → Experiment lifecycle
Can I test different discount amounts?
Yes — this is the most common experiment type. Create two variants with different discount values (e.g. 10 % vs 15 %) and NavonaAI will show each to an equal share of shoppers, then track which converts better. → Experiment settings
How long should I run an experiment?
Run experiments for at least 7–14 days to capture full weekly shopping patterns. For lower-traffic stores, consider using volume-based termination instead of a fixed duration. → Metrics & significance
Billing & Account
How much does NavonaAI cost?
Pricing is tailored to your store's size and usage. Please reach out to your account manager or email stoyan@navona.ai for a quote.
Can I cancel at any time?
Yes — you can disable AI Prevention at any time from your dashboard settings. Contact your account manager for account-level changes. → Contact us
Still have questions? Contact our support team — we typically respond within one business day.