Win back customers who stopped buying

Someone bought from you once. Then nothing — thirty days, sixty, longer. They haven’t complained and they haven’t unsubscribed. They’ve just drifted. These are the cheapest customers you will ever get back, because you already paid to acquire them and they already trust you enough to have paid once.

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How this one differs from cart recovery

Cart recovery reacts to something that just happened. Win-back doesn’t wait for an event, because the whole point is that nothing is happening. Instead it runs on a schedule, checks who has gone quiet since last time, and reaches them. Two channels, email and push, with a gap between. That means it keeps working as customers age into it. You set it up once, and someone who’s fine today but silent in six weeks gets caught then.

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What you need

• Your store connected, so Hamla can see who bought and when
• Email, and optionally push
• Customers with a purchase history. A brand-new store has nobody to win back yet — start with cart recovery instead

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Set it up

Set up a win-back campaign for customers who haven’t ordered in 30 days

Thirty days is the default and it’s not right for everyone. Match it to how often people normally buy from you: Get this wrong in the tight direction and you’re nagging people who were going to reorder anyway. Get it wrong the other way and they’ve already found someone else. If you’re unsure, ask:

How often do my customers usually reorder?

Hamla reads your actual order history and answers from that, rather than guessing.

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Make it worth opening

A win-back email that just says “we miss you” gets ignored, because it’s about you. Better angles, in rough order of how well they tend to work:

1. Something new since they left — “three things launched since your last order”
2. Their thing specifically — reorder what they actually bought, not a generic catalogue
3. A real offer — meaningful enough to act on, not 5%

Ask for the one you want:

Change the win-back to lead with new arrivals instead of a discount

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Launch it

Launch the win-back campaign

Confirmation card, your click, live. From then on it checks on its schedule and reaches whoever has gone quiet.

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Check on it

How is the win-back campaign doing?

Judge it on orders from people who had stopped, not opens. A win-back with a great open rate and no orders reached the right people with the wrong offer. Give it longer than cart recovery before deciding. Someone who has been quiet for two months may take a couple of weeks to come back.

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