Bring Back Lost Customers with Automated Win Back Emails

In the long run, customer retention is key for any business. Many customers make a purchase but never return. A Win Back Email Automation helps re-engage inactive customers by sending them targeted reminders and exclusive offers to bring them back to your store. With WebToffee eCommerce Marketing Automation, you can have a fully operational Win-Back automation in just a few steps.

1. Trigger: A customer enters the flow after making a purchase.
2. Waiting Period: The system waits for a set duration (e.g., 30 days).
3. Win Back Email: To encourage customer return, a targeted email with a message and a discount coupon is sent to the customer.
4. Exit Condition: If the customer makes a new purchase, they exit the flow.

Setting up Win Back Automation ensures that customers who haven’t shopped in a while receive a timely, personalized email encouraging them to return.

1. Navigate to Automations from the WebToffee Marketing sidebar menu.
2. Click Create automations.
3. Select “Win Back Customers” from the prebuilt automation templates to get started quickly.

1. In the workflow editor, start with the Trigger block.
2. The default trigger is “Order placed,” which means the automation is triggered when a customer completes a purchase.
3. Enable the “Skip contacts who have been in this workflow” checkbox to avoid repeatedly targeting users.
   • Set a duration like “In the last 30 days”, meaning users who have already been in this automation during that time will be excluded.
   • Click Save to apply the changes.
4. Use the Trigger filters to target specific customer groups or order types.
   • Click + Add filters under Trigger filters.
   • Choose from multiple filter types, such as:
     1. Order Status
     2. Order Value
     3. Specific product purchased
     4. Specific category purchased
     5. Payment method
     6. Coupon use
     7. Billing or Shipping address
     8. Number of orders
   • Set the operator (e.g., is, is not, greater than, contains, etc.) and define the filter value. Example: Filter by Payment method → is → Bank transfer.
   • After you add two or more filters, the system displays the condition logic switch:
     • ALL conditions match: The customer enters the flow only if all filter conditions are true.
     • ANY conditions match: The customer enters the flow if at least one of the filter conditions is true.
   • Select the appropriate condition logic and click Save.

1. Click on the Delay Block to define the time gap before sending the email.
2. Set it to 30 days (or adjust it based on your business needs).
3. Use time/day filters:
   • Send only on selected days (e.g., only on weekdays)
   • Send only at a specific time (e.g., 10:00 AM)

1. Click on the Win Back Customers Email block to edit the content.
2. Update the email title, subject, pre-header, and content to make it engaging.

3. Click Edit Content to customize the email template.
   • Click on the logo section to add a logo that suits your branding.
   • Double click on the texts to edit them.
   • Add a discount coupon to encourage re-purchase. Click on the coupon code block to configure the coupon settings. To learn more, check out this article: Configuring Coupon Settings in Automation Emails.
   • Add a CTA button to create urgency and drive immediate action from customers. Click on the button to configure its text and link.
   • Use the Basic blocks section on the left to drag and drop blocks into the template.

4. After configuring the email template, click on Finish editing.

1. Give a unique name for the automation and click the checkmark icon.
2. Click on “Publish” to make it live.

Here’s what a sample Win Back email looks like for a customer.