How to disable a Win Back flow

Disabling a Win Back flow lets you stop enrolling new customers while deciding what to do with customers who are already progressing through the flow. You can either allow existing customers to finish receiving scheduled notifications and offers or permanently remove them from the flow.

This guide explains how to disable a Win Back flow and choose the appropriate customer handling option.

Disable the Win Back flow

Deactivate the flow to prevent new customers from entering it. You can deactivate a flow from the Win Backs overview page or from inside the flow.

Step 1 - Deactivate the flow

1. In the merchant portal, click Churn tools and select Win Backs.
2. Disable the flow using one of the following methods:
   • On the Win Backs overview page, select the three-dot menu next to the flow, then choose Deactivate.
   • Open the flow and select Deactivate in the upper-right corner.

Step 2 - Choose what happens to existing customers

After you select Deactivate, Recharge prompts you to choose how to handle customers who are already in the flow.

1. Choose from the following options:
   • Select Keep them in the flow to keep existing customers receiving their scheduled notifications and offers.
   • Select Permanently remove them from the flow to stop existing customers from receiving all remaining notifications and offers from the flow.
2. Click Confirm: deactivate flow.

Note that removing all customers from the flow may take several minutes.

Remove customers from an inactive flow

If you previously deactivated a Win Back flow and kept customers in it, you can remove all remaining customers later without reactivating the flow.

1. In the merchant portal, click Churn tools and select Win Backs.
2. Locate the inactive flow.
3. Select the three-dot menu on the right side of the flow.
4. Select Remove all customers.
5. Confirm that you want to remove the customers.

Reactivate a Win Back flow

You can reactivate an inactive Win Back flow at any time. Because only one Win Back flow can be active at a time, activating a flow automatically deactivates your currently active Win Back flow.

1. In the merchant portal, click Churn tools and select Win Backs.
2. Reactivate the flow using one of the following methods:
   1. On the Win Backs overview page, select the three-dot menu next to the flow, then choose Activate.
   2. Open the flow and select Activate in the upper-right corner.
3. Optional: Select Yes to include customers who have already churned if you want to enroll them.
   • If you choose to include churned customers, specify a lookback period between 1 and 12 months.
4. Select Confirm: activate flow.

Use cases

You may want to disable a Win Back flow in the following situations:

• The flow contains outdated copy that you no longer want to send.
• The flow promotes an offer that has expired or changed.
• You are replacing the flow with a new Win Back strategy.
• You are uninstalling Recharge or temporarily stopping Win Back campaigns.