Understanding Win Backs

Consideration

Notes

• As a default setting, customers can access the landing page multiple times, but they are restricted to claiming the offer only once. This setting can be modified within the flow settings.
• Customers cannot see the landing page until it is activated.
• For Landing page Win Backs (through Klaviyo), Recharge only increments the Run count after a customer reaches your landing page. Because Klaviyo send data isn’t tracked in Recharge, tracking begins once a user lands on the page.

• Win Back email links provide temporary access to the customer portal for security purposes.

  • Unopened emails: The link remains valid for up to one year after the email is sent.
  • Opened emails: Once a customer opens the email and accesses the link, their session expires after one hour.

• After the one-hour session expires, the link no longer logs the customer in automatically. Customers can still access and redeem their Win Back offer by logging in to their customer portal.

• Prepaid subscriptions are compatible with Win Backs.
• Customers who cancel a prepaid subscription may still have $0 shipments remaining. Set a long enough delay before sending any Win Back email to ensure customers receive all remaining shipments first.

• Win Backs are only compatible with embedded customer portals, not hosted by Recharge.

• The Customer cannot use discount codes setting in the customer portal does not apply to Win Back discount codes. These discounts are automatically applied through the flow and are not entered manually by the customer.

• If your store does not use frictionless payments, only inactive customers with a valid payment method and address saved in Recharge can view the landing page.
• If your store has this update enabled, customers with an invalid payment method can view the landing page and are prompted to add a credit card before reactivating the subscription.
• If you use the Win Backs: Through Klaviyo option and use Recharge’s pre-built Subscriber Win Back flow in Klaviyo, you can safely remove the Klaviyo flow filter that excludes customers with the cancellation reasons “Max Number of Charge Attempts Reached” and “Failed Payment Flow Max Retries.” Since there's no need to filter out customers with invalid payment methods, these filters are unnecessary. This does not apply to Win Backs: Through Recharge.

• Make sure to only use supported discount codes when configuring discounts to offer through Win Back campaigns.
• You must create your discount codes in both Shopify and Recharge.
• The Win Backs: Through Klaviyo by default displays the discount incentive. If your discount code has specific conditions, such as a minimum purchase, the discount will display to customers, but will not apply unless the customer meets those conditions. Make sure your landing page clearly states these requirements.
• See Why didn't my customer receive their Win Back discount? for additional troubleshooting information if your customers are not receiving their discounts.

• Customers can reactivate preset and customizable bundles through Win Backs, however, you cannot offer a customizable bundle as a free gift in a reactivation flow.
• Customers are subscribed to the original bundle contents when they reactivate. You can bulk swap bundle selections if the original bundle contents are no longer available.

• Customers cannot reactive expired subscriptions through Win Backs, and they are not displayed on the landing page.

• Win Backs is not compatible with Dynamic Pricing.

• Win Backs: Through Klaviyo do not account for product inventory. Customers can still reactivate out-of-stock products, and the order either fails or processes successfully depending on your order processing settings.

• When you add a free gift incentive to a landing page and you use Product Subscription Plans, you must make sure to set the free gift to available as a one-time product, otherwise, the landing page displays an error.