Available on the Free plan
The Winback flow re-engages customers who haven't ordered in a while, before they drift away for good. It picks up naturally where the post-purchase sequence ends.
How it works
Trigger: On customer inactivity — a customer hasn't ordered in a set number of days. It sends once per inactivity cycle.
Three emails, with these default delays (all editable):
Email 1: sends when the customer reaches your inactivity threshold (45 days by default).
Email 2: sends about 7 days later.
Email 3: sends about 7 days after Email 2, with a discount block ready to turn on for a final nudge. It's off by default — turn it on if you want an active discount.
Product recommendations default to the customer's last cart, so the emails lean toward replenishment.
The flow runs on your store's imported order history. New installs pull about 24 months of Shopify orders, so Winback can identify lapsed customers from the start. Without the read_all_orders Shopify permission, the import covers roughly 60 days instead. Stores that installed before this feature shipped may be backfilled in a later rollout.
Considerations
Even with a longer inactivity threshold, a customer whose last order is more than about a year old won't be enrolled — there's a fixed 12-month recency cutoff on top of whatever threshold you set.
Winback tracks inactivity cycles, not one-time enrollment per customer. A customer can trigger the flow again in the future if they order, then go quiet for your threshold period a second time.
If Winback is already active when the store installs or is reached by the backfill, the historic order import is skipped to avoid a sudden burst of winback emails to newly-imported lapsed customers.
Change the Winback flow inactivity threshold
Available on the Free plan
You decide how long a customer must go without ordering before the Winback flow starts. The threshold can be from 1 to 300 days. Most stores use 30 to 60 days.
The steps to change the inactivity threshold depend on whether your store has the flow builder, which is in early access and is available only to certain stores. Most stores don't have it yet.
To change the inactivity threshold of the Winback flow (for most stores):
From your Judge.me Email app, go to Flows.
Click Winback.
In the On customer inactivity card, click Edit.
In the Inactivity threshold in days field, enter a number of days.
Click Save.
If you don't see the On customer inactivity card on the flow page, your store has the flow builder.
To change the inactivity threshold of the Winback flow in the flow builder:
From your Judge.me Email app, go to Flows.
Click Winback.
Click the Trigger and conditions card at the top of the flow.
In the On customer inactivity section, click Edit.
In the Customer hasn't ordered in field, enter a number of days.
Click Save.
Filters
You can narrow who actually receives the Winback flow, beyond just "hasn't ordered in a while." Each Winback email can carry entry filters (conditions someone must meet to enter the flow) and exit conditions (rules that pull them back out partway through) — both use the same set of fields for this flow.
These are the available fields:
Order count — is / is greater than (or equal to) / is less than (or equal to).
Customer tags — is in / is not in.
Last order value — is / is greater than (or equal to) / is less than (or equal to) / is between. This looks at the order whose lapse opened the current inactivity cycle, not any order since.
Lifetime spend — is / is greater than (or equal to) / is less than (or equal to) / is between.
Last order contains product — includes any of / includes all of / doesn't include. Same lapsed-order scope as Last order value.
Last order contains collection — includes any of / includes all of / doesn't include. Same lapsed-order scope.
Location — is any of / is not. Matches the country on the customer's account address, not the delivery address — the two can differ.
You can combine up to 25 conditions across up to 10 groups (one level of AND/OR nesting).
Set filters for the Winback flow
Available on the Free plan
The steps to set filters depend on whether your store has the flow builder, which is in early access and is available only to certain stores. Most stores don't have it yet.
To set filters for the Winback flow (for most stores):
From your Judge.me Email app, go to Flows.
Click Winback.
On the Filters card, click Add filters, or Edit if you've already set some.
Add or change your entry filters and exit conditions.
Click Save.
If you don't see the Filters card on the flow page, your store has the flow builder.
To set filters for the Winback flow in the flow builder:
From your Judge.me Email app, go to Flows.
Click Winback.
Click the Trigger and conditions card at the top of the flow.
In the Entry filters or Exit conditions section, click Edit.
Add or change the conditions.
Click Done.
Click Save.
To add, move or delete emails and delays in the flow builder, see Editing flows in the flow builder.
Set up the Winback flow
Available on the Free plan
The steps to turn on the Winback flow depend on whether your store has the flow builder, which is in early access and is available only to certain stores. Most stores don't have it yet.
To turn on the Winback flow (for most stores):
From your Judge.me Email app, go to Flows.
Click Winback.
Click Activate flow.
In the confirmation window, click Activate flow.
If you don't see Activate flow at the top of the flow page, your store has the flow builder.
To turn on the Winback flow in the flow builder:
From your Judge.me Email app, go to Flows.
Click Winback.
If you have unsaved changes, click Save.
Click Turn on.
In the confirmation window, click Activate flow.
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