Win-back Campaigns
What Are Win-back Campaigns?
Win-back campaigns are automated reminder emails sent to customers who have unredeemed promo codes. When a customer receives an offer but hasn't used it yet, GoodAgain can send timed reminders encouraging them to redeem before the code expires.
The goal is simple: turn more offers into actual visits.
Reminder Schedule
GoodAgain supports 4 reminder types, each tied to a specific window before the promo code expires:
7-day reminder
7 days
Off
5-day reminder
5 days
On
3-day reminder
3 days
Off
24-hour reminder
24 hours
On
Each reminder can be independently enabled or disabled. By default, the 5-day and 24-hour reminders are turned on.
How Reminders Work
A background process runs every hour and checks all unredeemed promo codes across your account. For each code, it:
Calculates the time remaining until expiration
Determines which reminder (if any) should be sent
Sends the appropriate email to the customer
Key Details:
One email per reminder type - Each reminder is only sent once per promo code. A customer will never receive duplicate 5-day reminders for the same code.
Email content includes:
The reward details (discount amount, free item, etc.)
A QR code for in-store redemption
The online code (if the offer supports online redemption)
The exact expiration date
Grace Period
Reminders won't fire immediately after a code is issued. Two rules prevent this:
24-hour hold - No reminders are sent within the first 24 hours after a code is created
25% elapsed rule - At least 25% of the total offer window must have passed before any reminder fires
Why This Matters:
Without the grace period, a customer who receives a 5-day offer would immediately get a "expires in 5 days" reminder. The grace period ensures customers aren't bombarded right after receiving their code.
Example:
7 days
~42 hours
After 42 hours
14 days
~3.5 days
After 3.5 days
30 days
~7.5 days
After 7.5 days
Quiet Hours
You can configure hours when no reminder emails are sent. This prevents customers from receiving emails late at night or early in the morning.
Default Quiet Hours:
9:00 PM - 9:00 AM PST
How Quiet Hours Work:
Emails that would normally send during quiet hours are queued
Queued emails are sent as soon as quiet hours end
This means customers may receive reminders shortly after 9:00 AM if they were queued overnight
To Configure:
Go to Settings → Win-back Campaigns
Set your Quiet Hours Start and Quiet Hours End
Tap Save
Email Content
Subject Lines
Subject lines reference the specific reminder window:
7-day
"Your reward expires in 7 days"
5-day
"Your reward expires in 5 days"
3-day
"Your reward expires in 3 days"
24-hour
"Your reward expires in 24 hours"
Email Body
Each reminder email includes:
Reward details - What the customer earned (e.g., "20% Off Your Next Visit")
QR code - For scanning at your location
Online code - Displayed if the offer supports online redemption
Expiration date - The exact date and time the code expires
Settings
All win-back campaign settings are managed in one place.
To Access:
Go to Settings → Win-back Campaigns
Available Settings:
Enable Win-back Campaigns
Master toggle for all reminder emails
7-day Reminder
Toggle on/off
5-day Reminder
Toggle on/off
3-day Reminder
Toggle on/off
24-hour Reminder
Toggle on/off
Quiet Hours Start
When to stop sending emails
Quiet Hours End
When to resume sending emails
Tips for Best Results
Enable at least the 5-day and 24-hour reminders - The 5-day reminder gives customers time to plan a visit, and the 24-hour reminder creates urgency. Together they cover both ends.
Keep quiet hours reasonable - The default 9 PM - 9 AM window works well for most businesses. Adjust if your customers are in a different time zone.
Monitor redemption rates - After enabling win-back campaigns, check your dashboard to see if redemption rates improve. Many businesses see a noticeable lift within the first few weeks.
Don't enable all 4 reminders for short offer windows - If your offers expire in 7 days, enabling all 4 reminders means the customer gets multiple emails in quick succession. Stick with 2-3 reminders for shorter windows.
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