Skip to main content
  1. Recharge
  2. Automation
  3. Churn tools
  4. Win Backs
Note: Recharge is rolling out a new merchant portal experience. You may notice that some articles still reflect the old navigation. We are in the process of updating our guides to reflect these changes.

Understanding Win Back performance and activity

Relevant to: Shopify Checkout Integration Migrated Shopify Checkout Integration

Leverage Recharge's Win Back to design personalized experiences that entice churned customers with compelling offers and incentives to resubscribe.

Use this article to understand and analyze the performance of your Win Backs campaigns, including key metrics, conversion data, and customer activity.

Platform:

  • Shopify Checkout Integration
  • Migrated Shopify Checkout Integration

Before you start

Performance tab

Use the Performance tab to monitor the success of your Win Backs campaigns. This dashboard provides detailed metrics on recovered revenue, conversion funnels, and customer engagement.

Gross recovered revenue

The Gross recovered revenue card displays the total amount of revenue recovered through your Win Backs flows. This includes both subscription renewals and one-time purchases.

Win back rate shows the percentage of customers who were reactivated compared to those who viewed your landing pages.

Impact overview

The Impact section gives you a snapshot of how your Win Backs contribute to your store’s performance. You’ll see a breakdown of recovered subscription revenue and one-time purchase revenue.

Conversion funnel

The Conversion funnel shows how effectively your Win Back flows re-engaged lapsed customers. Key metrics include:

  • Landing page conversion rate: The percentage of customers who reactivated their subscriptions
  • Customers reactivated: The total number of reactivated customers
  • Customers viewing landing page: The number of customers who viewed your Win Back landing pages

You’ll also see segmented Win Back rates by incentive type:

  • Discounts
  • Free gifts
  • No incentive

Each incentive card displays the number of customers who viewed the landing page and the number of customers who have been reactivated.

Conversion by incentive

The Conversion by incentive table lists the performance of individual incentives used in your flows, including:

  • Incentive and incentive details
  • Associated flow
  • Landing page conversion rate
  • Customers reactivated
  • Customers viewed
  • Revenue generated

Product performance

The Product performance section highlights which products generate the most revenue through Win Backs. The Cart breakdown shows the total number of items reactivated through these campaigns.

Performance by product or variant

The Performance by product/variant table provides a detailed view of how individual products and their variants perform in your Win Backs flows. Toggle between:

  • By product: Displays performance metrics at the product level
  • By variant: Displays performance by individual product variants

Metrics include:

  • Flow: The Win Back flow associated with the product or variant
  • New subscriptions: The number of new subscriptions started through the flow
  • Reactivated subscriptions: The number of lapsed subscriptions that were reactivated
  • Total subscriptions: Combined total of new and reactivated subscriptions
  • One-times: The number of one-time purchases made
  • Revenue: The total revenue generated from the product or variant

Email open tracking filters

Recharge lets you filter email open data in your Performance analytics to better understand customer engagement. You can choose how open rates are calculated using the following options:

  • Includes all opens: Counts all tracked opens, including automated opens from bots or email privacy tools.
  • Human-only, no bots: Attempts to exclude automated opens and only count human interactions.

Recharge includes all opens by default. You can adjust the filter to compare results based on your reporting preferences.

Recharge has backfilled historical data to support both filtering options, so you can apply this setting to past performance data.

Note: The human-only filter uses an automated method to estimate and exclude bot opens. This method is not fully accurate, and some automated opens may still be incorrectly included or excluded.

Activity tab

The Activity tab provides a detailed log of customer interactions with your Win Backs flows. This tab helps you track individual events, allowing you to understand how customers respond to your offers.

Tip: The Activity tab is especially useful for troubleshooting. If a campaign shows low performance in the Performance tab, check here to see if customers are viewing but not claiming offers, or if offers aren’t being viewed at all.

Events table

Each row in the Events table represents a customer action or outcome. Columns include:

  • Date: The date the event occurred
  • Flow ID: The unique identifier of the Win Back flow
  • Email: The customer’s email address
  • Customer first name and last name: Customer details associated with the event
  • Incentive: The incentive offered (for example, discount, free gift, or no incentive)
    • Customers with a “No incentive” value in the Incentive column received the notification but did not interact with it, meaning they didn’t open the landing page or take any action related to the offer.
  • Result: The customer’s outcome, such as:
    • Customer churned: Offer not viewed
    • Offer viewed: Not claimed
    • Offer claimed: Customer reactivated

You can adjust the number of rows displayed per page using the Rows per page dropdown.

Export activity data

To download the activity data, click the arrow icon in the upper-right corner of the Events table. This exports the full activity log into a file that is emailed to you, or can be viewed in your Exports tab under Tools & apps.

Was this article helpful?
0 out of 0 found this helpful

Related articles

Didn’t find what you’re looking for?

Contact us