When should I send a winback campaign to prevent churn?

You should send your first winback message during the at-risk phase—shown in red bars—and follow up again just before customers enter the churned phase (yellow).

Where to find it

1. Go to Analytics > Lifecycle Journey.
2. Scroll to purchase Timing - 1st to 2nd order.
3. Look at when blue shifts to red—this is your warning window.
4. Prepare a discount or urgent message before they hit yellow.

Tip

• Segment to target: At-risk one time buyers. You can find this segment from the lifecycle journey grid on the top of the page. Save the segment and turn on auto sync to your marketing channels.
• Try a discount-based winback at the later red stage, and a “We miss you” reminder as they approach yellow.