What It Is

The Win-Back automation re-engages customers who haven’t purchased in a set period of time (commonly 60–90 days, depending on your average purchase cycle).

It reminds them of your brand, sparks renewed interest, and often uses an incentive to reactivate lapsed shoppers.

Example Messages

MMS with product image (SMS fallback if not supported):

1. Direct & Incentive-Led

   “We miss you! 💛 Here’s 20% off your next order — come see what’s new: {{discount_url}}.”

2. New Collection Angle

   “It’s been a while 👀 Our new arrivals are waiting for you. Shop now and take 15% off with code WELCOME15: {{collection_url}}.”

3. Loyalty-Focused

   “You’re part of the {{brand_name}} family — don’t be a stranger! Here’s 20% off your next order: {{discount_url}}.”

4. Value Reminder

   “Still thinking about us? Your favorites are waiting — plus free shipping this week only: {{discount_url}}.”

5. Playful “Ghosting” Angle

   “You okay, babe? 👻 We haven’t seen you in a while. Here’s 15% off to say we miss you: {{discount_url}}.”

Best-Practice Default Settings

• Message Type: MMS with product/collection image (preferred); SMS fallback if not supported
• Timing: 60–90 days after last purchase (adjust based on product repurchase cycle)

Inclusions

• Customers who have not purchased within the defined win-back window
• User is identified and opted in

Suppressions

• Quiet hours: 8 PM–8 AM local (messages queued until morning)
• Customers who have purchased within the last 7 days (avoid overlap)
• Customers already in Anniversary or Birthday flows on that day (optional, to reduce message load)