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Relevant to:
Shopify Checkout Integration
Migrated Shopify Checkout Integration
Leverage Recharge's Win Back 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.
Re-engage churned customers through personalized, automated emails with Win Backs: Through Recharge. Create a series of customized emails using Recharge’s flow technology that sends targeted offers at key moments in the customer’s journey, including products with quantity upsell plans. For example, you may want to set up a drip campaign to guide customers through reactivation after churn.
Win Backs through Recharge lets you automatically send one or multiple emails when customers become inactive, eliminating the need to manually follow up.
A/B testing and analytics
Use A/B testing and analytics to build segmented flows and monitor their performance after activation.
With A/B testing, you can add the A/B test node to the canvas to create two separate Win Back flows to see which resonates best with your customers.
Review Win Back Performance Analytics to understand how your customers interact with the flow. Recharge provides additional data filters to help you gather granular insights.
Note: Skipped emails in Win Back flow metrics typically represent customers who are not opted in to receive marketing emails. These customers are excluded from email sends and counted as skipped in analytics.
Use case
Target inactive customers who cancelled 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 enter the Win Back drip campaigns only if they have no active subscriptions.
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.
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 link expiration
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
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.
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.
Payment method
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.
Discount codes
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.
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.
Expired subscriptions
Customers cannot reactive expired subscriptions through Win Backs, and they are not displayed on the landing page.
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.
Free gift incentives
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.
