Win back inactive customers by understanding why they stopped returning.
You already invested in their first purchase. If the relationship ends there, the next sale depends on acquisition again. Vuelvy designs a reactivation journey for eligible customers with a saved pass: a relevant reason to return and an order or visit you can verify, without promising every lost customer will come back.
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Notification and update availability depends on each Wallet platform’s capabilities and policies.
- 01Inactivity defined for your business
- 02An audience you can actually reach
- 03A benefit with a reason
- 04Confirmed repeat purchase
Inactive does not mean the same for every store
Replenishment products and occasional purchases follow different rhythms. We review the last order, normal purchase frequency, category and relationship value to define when intervention makes sense. A pending return or service issue should be resolved before sending an offer.
- Purchase date and frequency
- Category and replenishment cycle
- Service issues and returns
- Eligible customers and exclusions
Recover the relationship before repeating the discount
A reason to return might be useful replenishment, a complement to a previous purchase, an earned benefit or access to something new. The message should explain what changes for that person and what they can do now. If service or product quality was the problem, a promotion does not fix it.
A winback journey your business can actually operate
We define the segment from store or CRM data, verify a saved pass and a permitted communication, update a relevant benefit and link to a specific purchase or booking. The store validates conditions and returns the confirmed event. The process can be guided or integrated; it does not assume identical automation for every account.
- Agreed segment and data source
- Saved pass and provider rules
- Verifiable link, code or benefit
- Exclude customers who returned or are no longer eligible
Wallet cannot contact every former customer
Without a saved pass, customers first need an invitation through a channel you are authorized to use. Saving a pass does not guarantee every alert is seen: Apple and Google control presentation, permissions and limits. Vuelvy adapts the journey to what is available and does not replace email or CRM where they are needed.
Measure recovered customers, not just clicks
We agree a window and count eligible customers with a confirmed purchase or visit after activation. The reactivation rate uses that same audience as its denominator. We review time to purchase, net revenue and benefit cost, comparing an equivalent cohort where feasible. K-Kare provides a reference for repeat purchase; it is not a specific measurement of this winback campaign.
How Vuelvy solves it
We analyse purchase cycles, the reachable audience and the reason to return. We design the segment, benefit, pass and validation, then agree which result to review. Our expertise turns loyalty into an operational journey, but there is no identical formula for every business. Tell us when your customers stop buying and we will assess your specific case.
FAQ
Frequently asked questions
When is a customer considered inactive?
When they exceed the purchase interval relevant to their category and relationship with your business. Frequent replenishment and occasional purchases should not share an arbitrary inactivity threshold.
What is a winback strategy?
It defines which inactive customers to approach, why returning is relevant, which authorized channel can reach them and what confirmed action counts as recovery. It is more than sending the same offer to an old list.
Can I notify all former customers?
No. Wallet requires a saved pass and respects each provider's permissions, conditions and limits. Customers without a pass first need an invitation through a channel you are authorized to use.
Does Vuelvy replace email or WhatsApp?
No. Wallet can complement existing relationship channels. We review available data and permissions; this solution does not automatically include or activate email or WhatsApp campaigns.
How is the reactivation rate calculated?
Divide eligible customers who complete the defined purchase or visit within the agreed window by all eligible customers included in the activation. Do not count opens or clicks as purchases.
Can winback improve the profitability of my ads?
A repeat purchase can spread acquisition cost across more orders and increase relationship value. Profitability claims require product, service and incentive costs to be deducted; Ads ROAS does not automatically increase.
Let’s discuss your case
Does Wallet make sense for your business?
Tell us about your case and we will contact you by email to review integrations, the activation plan and the next step. No generic deck and no commitment.
Google shares your name, email and profile picture, if available, to verify your identity. This does not subscribe you to marketing. Privacy policy