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Win Backs

Shopify Checkout integration Migrated Shopify Checkout Integration
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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

Before you start

  • Win Backs is available as part of the Retain package.

Key features

Landing pages

Design customized landing pages that highlight robust incentives to encourage customers to resubscribe.

Use the landing page to highlight offers to customers, such as a free gift, a discount on their next upcoming order, or a recurring discount on all subscription orders. 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 re-engage customers with a series of notifications and offers that encourage them to resubscribe.

Customize your emails to match your brand voice and provide customers with unique incentives that remind them why they subscribed in the first place.

See drip campaign key features to get started.

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 company revamped their menu and now offers nine meal types instead of four.

They reviewed their Cancellation Prevention performance dashboard and noticed that many customers cancelled because they wanted a different product or variety. 

They use the Win Back experience to create a landing page to target customers who listed that as their reason for cancelling. The landing page includes an introduction to the new products and an auto-applied discount code giving customers 25% off their first three orders.

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

Enable Win Backs

Win Backs is included in Recharge's Retain package. After purchasing Retain, you can enable Win Backs in the merchant portal:

  1. Click Retain in the merchant portal and select Win Backs.
  2. Choose the option to Create your first landing page, or click Talk to a strategy expert to gain personalized insights and advice on creating a strategy tailored to your business.

Set up instructions

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

Analytics

Recharge provides multiple dashboards and reports so that you can monitor the performance of your Win Backs.

You can access these analytics by selecting the Performance tab on the Win Backs page.

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.
Translations
  • Win Backs only supports English-selling stores and does not currently offer support for translations into multiple languages.
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.
Prepaid subscriptions
  • Stores offering prepaid subscriptions can filter out prepaid customers using the trigger filter “is_prepaid” = false.
  • Depending on your business requirements, you can exclude prepaids from win back flows. Customers may have cancelled their subscription and be inactive, but still have remaining $0 prepaid shipments that need to be fulfilled. 
Dynamic pricing Win Backs is not compatible with Dynamic Pricing.

Resources

Landing pages

Drip campaigns

Win backs

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