What is a win-back campaign?
A win-back campaign automatically sends a message to customers who haven't ordered in a while. The message gently invites them to come back, often with a small offer attached. It's one of the most effective ways to recover revenue you'd otherwise lose.
How it works
Each day, your store checks for customers who haven't placed an order for a set number of days — for example, 45. Those customers automatically receive a win-back message by SMS or email. To prevent message fatigue, each customer only receives one win-back per inactivity threshold.
How to enable win-back
Open the dashboard and go to Marketing, then Automations.
Find the Win-back automation and turn it on.
Set the inactivity period — usually 30 to 60 days.
Choose the channel — SMS, email, or both.
Optionally attach a coupon code as an extra incentive.
Customise the message body or use the default.
Save.
Tips
Don't make the offer too generous on the first attempt — many customers will return without one.
Pair win-back with a customer record review so you can see who responded.
Review the campaign monthly and adjust the wording to match your voice.
If a customer asks to stop receiving messages, the unsubscribe link in the email or SMS handles it automatically.