What is a win-back campaign?

A win-back campaign is outreach to customers whose subscription has already ended, inviting them back with a specific, time-limited offer. Unlike a cancel-save flow, which happens at the moment someone tries to leave, a win-back happens days or weeks later — the subscriber is gone, and the question is whether a concrete reason to return brings them back.

#What a win-back offer contains

A useful win-back names four things: who is being contacted, what the offer is, how long it lasts, and how the customer accepts it in one step. Anything vaguer tends to be ignored, and anything that takes several steps to redeem tends to be abandoned partway.

#How WallaB.AI runs win-backs

• A single offer is drafted from a cancelled subscription: a discount, a duration in cycles, and an editable subject and body. The discount is re-clamped to the merchant's concierge cap when it is saved — see What are retention guardrails?.
• The email carries a one-tap reactivation link that is single-use and expires after 14 days. One tap brings the subscription back with the agreed discount applied for the agreed number of cycles.
• Bulk campaigns do the same at scale: a lookback window over cancelled subscriptions, a cooldown that excludes anyone contacted recently, a suppression list, a recipient cap, and paced sending rather than one burst.
• Every candidate is audited with an explicit outcome — sent, suppressed, or skipped with a reason — so "who got this, and why" always has an answer.

#Consent comes first

Win-back email is marketing email. It goes only to shoppers whose Shopify customer record shows email marketing consent, and it always respects the unsubscribe list. A shopper without consent is recorded as an honest skip in the campaign report, never emailed anyway.

Setup lives in Win-back & campaigns. A cancelled shopper can also bring their own subscription back at any time from their portal, with no discount attached.