Docs / Merchant guide
Win-back & campaigns
Single win-back offers and paced bulk campaigns for cancelled subscribers.
Win-back reaches out to customers who already cancelled, with a guardrailed offer to come back.
Single win-back offers
From a cancelled subscription you can draft a personal offer:
- Draft — the AI proposes a discount (never above your concierge discount cap), a duration in cycles (0–12), and a subject and body you can edit. Everything is re-clamped to your guardrails when saved.
- Send — the customer gets a one-tap reactivation link. The link is a single-use, unguessable token that expires after 14 days; if the email fails to send, the offer simply stays in draft.
- Redeem — one tap reactivates the subscription with the discount applied for the agreed number of cycles.
Bulk win-back campaigns
Campaigns do the same at scale, with pacing and a full audit trail:
- Targeting — cancelled subscriptions within a lookback window (default 90 days), automatically excluding anyone offered within the cooldown period (default 30 days) and anyone on your suppression list.
- Cap — up to 500 recipients per campaign.
- Pacing — sends are queued and dispatched at a controlled rate (on the order of 100 sends per minute), never as one burst.
- Audit — every candidate is recorded with an explicit outcome (sent, suppressed, or skipped — with the reason), so you can always answer "who got this and why".
Delivery is idempotent: a retried job can never send the same recipient a duplicate.
Monthly send limits
Win-back sends are metered two ways by your WallaB.AI™ billing plan, and both are honest — nothing is ever cut off mid-campaign silently; you'll see it in the campaign report.
- Win-back send count — the Free plan includes 100 win-back sends per month; paid plans remove that specific cap.
- Marketing email allowance — every win-back email (single or campaign) also counts against your plan's monthly marketing email allowance (Free 25, Starter 100, Growth 1,000, Pro 10,000, Enterprise Plus 50,000), shared with subscriber broadcasts and workflow emails. Transactional email is always unlimited and never counts. When the allowance is spent, new marketing sends pause with an "Upgrade to keep sending" prompt until the 1st of the month, and any remaining campaign recipients are recorded as audited skips — never a silent loss.
Marketing email only goes to shoppers whose Shopify customer record shows email marketing consent. A shopper who never opted in — or who unsubscribed at the Shopify level — is skipped honestly (shown in your campaign report), never emailed. This is checked in addition to your WallaB.AI™ unsubscribe list, and both are always respected.
What counts against your marketing allowance
| Email type | Counts against your plan? |
|---|---|
| Win-back offers | Yes — Single win-back offers and bulk win-back campaigns to cancelled subscribers. |
| Subscriber broadcasts | Yes — Subscriber-messaging campaigns sent to a filtered audience of your subscribers. |
| Welcome workflow | Yes — The automated welcome touch a new subscription triggers (when the recipe is on). |
| Post-save check-in | Yes — The automated relational check-in after WallaB saves a cancellation (when the recipe is on). |
| Over-Deliver Moment notes | Yes — Unadvertised tenure-milestone thank-you notes to loyal subscribers (when Over-Deliver Moments are on). |
| Surprise-gift delight notes | Yes — The delight email letting a shopper know a surprise $0 gift is on its way (post-save, tenure milestone, or a delight campaign). |
| Sign-in codes & password resets | No — always unlimited. Portal one-time codes and account-recovery emails. |
| Failed-payment & card-expiry notices | No — always unlimited. Dunning emails and card-expiry warnings that keep a subscription billing. |
| Subscription confirmations & restarts | No — always unlimited. Order, skip/pause/swap, restart, and one-off quick-action confirmations. |
| The weekly performance digest | No — always unlimited. Your own internal recap email — it never reaches a shopper. |
See Billing plans & support for the full allowance details and reset behavior.
Shoppers can restart on their own
Win-back is your outreach to a cancelled customer. Separately, a customer who cancelled can bring their own subscription back from the portal at any time: a cancelled subscription shows a Restart subscription button that reactivates it and charges the due cycle immediately (the shopper is asking for their deliveries back). It carries no win-back discount — it's simply the self-serve mirror of "resume", not a discounted offer — and deliveries resume from that day, never back-charged for the cancelled gap. Prepaid subscriptions restart into a paused state and prompt the shopper to buy another batch of cycles instead of charging. There's nothing to configure; it's always available on a cancelled subscription's portal page. See the shopper guide, Your subscription portal.