Set up a win-back automation
Every customer base leaks — people who loved your shop drift away because life got busy, not because they stopped liking you. The win-back automation brings them back with a personal, well-timed reason.
Setup
Merchant Portal → Automations → Win-back.
- Turn it on.
- Define "gone quiet" — how many days since last visit. 30 days is the classic starting point for food & drink. You can also require they were previously regular (e.g. 4+ visits in the prior 60 days) so you only chase people worth chasing.
- Choose the incentive — bonus points, a specific free item, or a group reward. Something with a deadline works best: "We miss you — double points this week."
- Write the message — keep it warm, not corporate: "Hey Maria, it's been a while! Come back this week and your next coffee's on us. ☕"
- Channel and cadence — one nudge, or a second reminder after 14 days if they still haven't come in.
How it behaves
- Runs daily in the background. Anyone who crosses your "gone quiet" threshold gets the offer automatically — once per quiet period, not spam.
- If they come back and resume visiting, the cycle resets; they won't hear from win-back again until they drift again.
- Every send and every return visit is logged, so the automation's card shows exactly how many customers it recovered.
Tuning it
Start at 30 days. After a month, look at the recovery rate:
- Too few firing? Lower the threshold to 21 days.
- Firing but not converting? Sweeten the incentive — a specific free item beats points for lapsed customers.
- Recovering well? Try a two-step: gentle push at 21 days, stronger offer at 45.
The math that makes it obvious
One recovered regular is worth dozens of visits a year. Even a modest recovery rate — a few customers a month — covers the program's cost many times over.
Next steps