Set up a win-back campaign
A Win back past customers campaign contacts customers who stopped ordering, or subscribers who started to cancel, and counts the ones who come back.
Last reviewed November 7, 2026
What starts it
| Source | What starts a run |
|---|---|
| Shopify | The Customer lapsed trigger checks once a day for customers whose last order is older than Days since the last order: 90 by default, from 7 to 1,825. Each lapse is offered to the campaign once, and each check takes up to 500 customers. |
| Custom API | customer/lost for a customer who stopped ordering, or subscription/cancel_requested from your subscription system. |
| File upload | People you import, or Enroll from your leads with a rule such as context.days_since_last_order > 90. |
The Shopify check sees only orders ACR has recorded, so orders from before ACR started reading your store do not count as anyone's last order.
Subscribers who start to cancel
ACR does not change subscriptions. The agent tells a subscriber plainly that they can cancel, offers only what the offer rules list, and passes their decision to your team as a hand-off. Your subscription system then sends subscription/kept, which ends the run as Won back, or subscription/cancelled, which ends it without counting. Either one must arrive within 30 days of the run starting.
Run webhooks carry how the run ended, so your system can act on the result.
Before you publish
Under Advanced > General settings, put the page customers should return to in Link for every shopper. The template sends that one link to everyone and cannot publish without it. Discount codes are optional.
The recommended sequence calls at once, texts an hour later, emails the next day, calls and texts again within the week, then ends. A credited order also ends the run as Won back, and a hand-off counts as success.