Shopify Automations: Customer Win-Back

The Shopify Customer Win-Back SMS automation sends an automatic text to customers who have not placed a paid Shopify order recently.

How to Enable the Automation

1. Make sure your Shopify account is connected to Notify Customers
2. Go to Automations
3. Find "Customer Win-Back"
4. Click "Enable"
5. On the Settings page, choose how many days after the customer’s last paid order the text should send. You can set this from 30 days up to 730 days (default is 90 days).
6. Review or edit the message template if you want to. You may want to consider including a discount code as a customer incentive to return.
7. Click "Save"

If Shopify needs additional permissions, Notify will ask you to reconnect Shopify before enabling the automation. This automation may require permission to read older orders so Notify can confirm the customer has not placed a newer paid order.

You can return to the same Automations page and select Disable at any time to turn the automation off.

Settings

You can customize:

• Send timing: Choose when the text sends after the customer’s last paid order. The default is 90 days after the last paid order. You can set this from 30 to 730 days.
• Message template: Optionally edit the text your customers receive.

The default message is:

Hi {{ first_name }}, we miss you at <your_business_name>! It's been a while since your last order on {{ last_paid_order_date }}. Come back and see what's new.

Notify automatically adds the required opt-out text: Reply STOP to unsubscribe.

Available insertable message fields include:

• {{ first_name }}
• {{ last_paid_order_date }}

How it Works

When this automation is enabled, Notify Customers checks your connected Shopify store for customers whose latest paid order has reached your selected win-back timing.

Before sending, Notify confirms the customer has not placed a newer paid order. If the customer has ordered again, the win-back text is skipped.

Notify sends at most one win-back text for the same customer and last paid order.

Who Gets a Text

A customer will receive a win-back text when all of these are true:

• The customer’s latest Shopify order is paid.
• The order has not been cancelled.
• The customer has not placed a newer paid order.
• The last paid order has reached your selected send timing.
• Shopify has a usable mobile number for the customer.
• The customer is subscribed to SMS marketing in Shopify.
• The customer has not opted out of texting in Notify Customers.
• Your account has enough credits for the automation text.

Pricing

See the automations pricing page.

Message History

You can review automation text history on this page. The history shows when the text was sent, the customer, mobile number, automation name, message, and delivery status.

Why a Text Might Not Send

Common reasons include:

• The customer has placed a newer paid order.
• The most recent order is not paid.
• The order was cancelled.
• The last paid order has not reached your selected win-back timing yet.
• Shopify does not have a valid mobile phone number for the customer.
• The customer is not subscribed to SMS marketing in Shopify.
• The customer opted out of texting in Notify Customers.
• Your account credit balance is too low.
• Shopify needs to be reconnected with the required permissions.