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Win Backs

Shopify Checkout integration Migrated Shopify Checkout Integration
Sections

Create compelling campaigns to encourage customers to resubscribe using Recharge’s Win Backs. Customize unique landing pages that align with your re-engagement strategy, and re-engage churned customers through Recharge’s automated drip campaigns or by sharing reactivation opportunities via third-party tools like Klaviyo. Recharge Win Backs simplifies the process of highlighting reactivation incentives to previous customers.

This guide explains the different features of Win Backs and considerations to review before implementing this feature.

Platform:
  • Shopify Checkout Integration
  • Migrated Shopify Checkout Integration

Key features

Win Backs gives you the tools to highlight offers to previous customers such as a free gift, a discount on their next upcoming order, or a recurring discount on all subscription orders. Churned customers receive a notification to interact with a landing page you design that outlines incentives and makes it easy for them to re-subscribe. Customize your emails to match your brand voice and provide customers with unique incentives that remind them why they subscribed in the first place.

Depending on your current store setup, Recharge provides two options to send Win Back campaigns automatically to churned customers:

Win Back campaign method

Description
Landing pages

Use the landing page experience to send all emails through a third-party service like Klaviyo. You can design the landing page in Recharge and include the link to your landing pages in your Win Back notifications, whether through a Klaviyo flow, a Klaviyo campaign, or an alternative email provider.

See landing page key features for additional details.
Drip campaigns

Use Recharge's pre-built drip campaign to create the campaign directly in Recharge. When activated, Recharge sends all win-back emails with the landing page URL.

See drip campaign key features to get started.

Win Backs is available to all Recharge merchants. Pro or custom stores have additional access to A/B testing and analytics.

Customizable offers

Create tailored winback offers, including discounts, free gifts, discount codes, and subscription upgrades, and incentivize customers to reactivate. Deliver these offers to customers through personalized emails that contain a dedicated reactivation page, where customers can easily view and claim their offers.

You can also use conditional branching to ensure that your offers are highly targeted and relevant. Consider using conditional logic to send targeted emails based on the canceled product and/or cancellation reason.

Generate emails with AI

Generate Win Back emails using AI directly within the email editor. Use AI to create customized and styled notifications without manually adding HTML or CSS.

A/B testing and analytics

Pro or Custom stores can use A/B testing and analytics to build segmented experiences and monitor their success once activated.

With A/B testing, you can add the A/B test node to the canvas to create two separate Win Back experiences to see which resonates best with your customers.

Review Win Back Performance Analytics to understand how your customers interact with the experience. Recharge provides additional data filters so you can gather granular insights. By tracking metrics like recovered revenue, Win Back rate, and conversion by incentive, you can refine your approach to maximizing retention and long-term customer value.

Use cases

The following use cases highlight how you can use Recharge's Win Backs feature to reduce the percentage of customer churn for your store:

Use case

Win back experience type

A meal delivery service noticed a decline in repeat orders. By analyzing cancellation reasons, they found customers desired more variety. They implemented a win-back campaign offering a 25% discount on new menu items, resulting in a 15% re-subscription rate.

Win Back landing page

A cleaning supply company expanded its offerings to include eco-friendly products and exclusive items not available in-store.

They implement a drip campaign targeting all churned customers, sending a series of emails introducing the new eco-friendly products and exclusive offerings. The final email in the series includes a special offer: a 60% discount on the next box for customers who reactivate.

Win Back drip campaigns

 

Set up instructions

See the following set up instructions to build your Win Back experiences:

Considerations

Review the following when using Win Backs:

Consideration

Notes
Landing page 
  • 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.
Prepaid subscriptions
  • 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.
Customer portal
Payment method
  • If your store does not have Recharge's new payment method update, only inactive customers with a valid payment method and address saved in Recharge can view the landing page. 
  • See Updating payment methods for additional details, or contact Recharge at earlyadopterprogram@rechargeapps.com to have this feature enabled.
  • 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 Back landing page 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 drip campaigns.
Discount codes
  • Make sure to only use supported discount codes when configuring discounts to offer through Win Back campaigns. 
  • The Win Back landing page 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.
Bundles
Expired subscriptions
  • Customers cannot reactive expired subscriptions through Win Backs, and they are not displayed on the landing page.
Multi-currency
  • Win Backs are not compatible with multi-currency.
Dynamic pricing
  • Win Backs is not compatible with Dynamic Pricing.
Product inventory
  •  Win Back landing pages 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.

Resources

Landing pages

Drip campaigns

Win backs

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