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Getting started with Win Back drip campaigns

Shopify Checkout integration Migrated Shopify Checkout Integration
Sections

Leverage Recharge's Win Back drip campaigns to re-engage churned customers with a series of targeted emails, offering personalized incentives to encourage reactivation.

This guide explains the key features of drip campaigns, use cases, and product considerations to think about before enabling this feature.

Platform:
  • Shopify Checkout Integration
  • Migrated Shopify Checkout Integration

Key features

Re-engage churned customers through personalized, automated emails with Win Back drip campaigns. Create a series of customized emails using Recharge’s flow technology that sends targeted offers at key moments in the customer’s journey. For example, you may want to set up a drip campaign that guides customers through reactivation after churning.

Drip campaigns enable you to send one, or multiple emails automatically when customers become inactive, removing the need for you to follow up with customers manually.

A/B testing and analytics

Pro or Custom plan 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.

Use case

Target inactive customers who canceled all of their subscriptions with a series of personalized emails that highlight new products, special offers, or updates that draw them back in.

Tip: Customers only enter the Win Back drip campaigns if they do not have any active subscriptions.

Set-up instructions

See How to set up a Win Back drip campaign for detailed instructions.

Considerations

Review the following when using Win Backs drip campaigns:

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

Win backs

Set up instructions

Landing pages

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