Re-engagement Campaigns
Win back the customers you already have.
Someone who bought once already trusts you. Reaching them again costs a fraction of finding someone new.
The problem
Every store accumulates customers who bought once and drifted. They are not unhappy; they simply stopped thinking about you. The default response is a discount email to the whole lapsed list, which wins back a few and trains the rest to wait for the next one. The better approach uses what you already know — what they bought, when, and how often people reorder that item — to send a message that has a reason behind it beyond the discount.
How it works
Set it up once. Then leave it running.
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Define lapsed for your category
Ninety days means something different for skincare than for furniture. Base the window on your own reorder cycle, not a round number.
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Segment by what they bought
Group by category and last order date so the message can reference something specific rather than the whole catalogue.
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Give a reason to return
A restock, a follow-up to what they bought, or a genuinely new product beats a generic discount and costs less margin.
Message sequence
What your customer actually receives.
Every step is configurable — change the timing, drop a step, or keep it to a single message.
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At the lapse point
Reason to return
Hi Priya! The serum you bought is about due for a refill — want us to set aside another?
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After 5 days
Something new · Optional
We have added a night cream that pairs with it. Here is what it does, if you are curious.
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After 12 days
Incentive · Optional
Here is 15% off if you would like to come back this month — no pressure either way.
Use what you already know
The advantage over acquisition is information. You know what they bought, what it cost, and roughly when someone who bought it would need another. A message built on that reads as useful. A message built on nothing reads as a discount blast.
Discount last, not first
A win-back discount sent to everyone who lapses gets some orders back at full cost. Sending it only to the people who ignored two earlier, cheaper attempts gets most of the same orders and pays for far fewer of them.
Know when to stop
Some customers are not coming back, and continuing to message them costs sending capacity and risks blocks. Let the sequence end. A list that has been allowed to shrink honestly performs better than one padded with people who stopped listening.
Works with your store.
Order and cart data flows straight into the conversation.
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Shopify
Sync orders, carts and customers.
Frequently asked questions
When does a customer count as lapsed?
It depends entirely on your reorder cycle. A consumable bought monthly is lapsed after six weeks; a product people replace yearly is not lapsed at six months. Take the median gap between repeat orders in your own data and start there.
Should the first message contain a discount?
Usually not. Leading with a discount to everyone who lapses is expensive and teaches customers that waiting is rewarded. Try a reason first — a restock or a refill reminder — and keep the incentive for a later step.
What if someone does not want to hear from us again?
Make opting out easy and honour it immediately. A clean list of people who want your messages is worth considerably more than a large one that generates blocks, which reduce your sending capacity across the board.
How to set this up
The guides and articles behind this use case.
Guide
Scheduling and Managing Broadcasts
Schedule a broadcast in advance, and pause, resume or cancel one that is already running.
Product
Broadcasts
Send targeted WhatsApp campaigns to exactly the right contacts — personalised, scheduled, and tracked from first send to final sale.
Article
What counts as opt-in on WhatsApp
Meta requires opt-in before you message anyone on WhatsApp. Here is what a valid opt-in must say, where you can collect it, and what it costs you to get this wrong.
Put this to work on your store.
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