Start here
Not installed yet? Install WinBack from the Shopify App Store, approve the permissions, and the steps below happen by themselves.
WinBack looks at your Shopify orders and tells you three things: who your best customers are, who is about to stop buying, and what to do about it.
- Your data loads itself. Right after install, the app brings in your past orders and customers. New orders show up on their own after that.
- Look at Customer Groups. Every customer is put into a simple group like Best Customers, New, Going Quiet or Gone.
- Act. Open a group, then email those people through Klaviyo or Mailchimp, or reach out yourself.
Numbers look empty? Click Update from Shopify at the bottom of the menu and wait one or two minutes. Big stores keep importing in the background.
Your plan
There is one plan: $30 every 30 days, every feature included, no limits on customers or orders. New stores get a 7-day free trial. Billing goes through your normal Shopify bill. See pricing, or see the screenshots on the WinBack App Store listing.
Overview page
Your store at a glance. Use the date buttons at the top right (7 days, 30 days, 90 days, 12 months, All time or your own dates) to change the period. The date you pick stays the same when you move to Reports, Orders, Products or Customers.
| Total Revenue | Money from paid orders in the chosen dates. Cancelled orders are left out. |
|---|---|
| Average Order | Average amount people spend per order. |
| Came Back | Share of your customers who bought more than once. Higher is better. |
| Action cards | Shortcuts to the customers you should look at first, like those likely to leave. |
Customer Score and VIP Levels
Every customer gets a Customer Score from 0 to 100. It goes up when they bought recently, buy often, and spend more than your other customers. Because spend is compared inside your own store, it works in any currency.
The score decides the VIP Level: Platinum 80 and up, Gold 55 to 79, Silver 30 to 54, Bronze below 30. Use Platinum and Gold customers for early access, thank-you gifts and review requests.
Risk of leaving (and how to change it)
Each customer is Low, Medium or High risk of leaving, based on how long it has been since their last order. Someone who buys coffee should be back within weeks, someone who buys a sofa maybe once a year, so you decide what "too long" means:
- Auto (recommended): WinBack measures how long your customers usually wait between orders and sets Medium risk at about 2 times that gap and High risk at about 3 times. It needs at least 20 repeat orders; until then it uses the Regular preset.
- Pick your business type: Frequent (60 and 120 days), Regular (120 and 240 days) or Occasional (365 and 730 days).
- Your own days: type the numbers yourself.
Change it on the Customers page (the small Change button) or in Settings. You see how many customers move before you save.
The 12 customer groups
Every customer is in exactly one group. Groups update on their own as people buy, or stop buying.
| Best Customers | Bought recently, buy often and spend the most. |
|---|---|
| Loyal | Buy again and again and spend well. |
| Becoming Loyal | Bought recently and are starting to come back more. |
| New | Made their first order recently. |
| Bought Recently | Bought recently but haven't spent much yet. |
| Buying Less Lately | Good customers who haven't ordered for a while. |
| Going Quiet | Few orders, and it's been a while. |
| At Risk | Used to buy often, then stopped. |
| Big Spenders Going Quiet | Some of your biggest spenders have stopped buying. |
| Inactive | Bought a little, a long time ago. |
| Gone | Bought once or twice, then disappeared. |
| Never Bought | Signed up, but never ordered. |
Most money is usually won back from Big Spenders Going Quiet and At Risk. Start there.
Customers page
- Search anyone by name or email.
- Last purchase dates: show only customers whose last order falls in a period you pick.
- Group cards: click Best Customers, At Risk and so on to filter the list.
- Export CSV: download the list as a spreadsheet.
- Customer page: click a name to see their orders, score, notes and follow-up reminders.
Reports, Sales Over Time and Best Sellers
- Reports: how your customers spread over groups, VIP Levels and risk, plus sales for your dates.
- Sales Over Time: revenue and orders per day or per month, and whether you are growing.
- Best Sellers: products ranked by money made. Click a product to see who buys it.
- Orders: every order by month, or for any dates you pick.
Win Back list
A ready list of customers who may stop buying, most at risk first, with how much money you could lose if they leave. A short personal email or a small thank-you often brings people back. Do it before they reach High risk. Our guide on win-back emails has examples.
Email marketing (Klaviyo and Mailchimp)
- Connect: paste your API key from your Klaviyo or Mailchimp account settings.
- Send groups: choose one or more customer groups. Each person gets tags for their group and VIP Level.
- Email them: in Klaviyo or Mailchimp, pick the tag and send your campaign as usual.
Only customers who said yes to marketing emails in Shopify are added as subscribers. Everyone else is added so you can see them, but they will not get campaign emails.
Notes and follow-ups
On any customer's page you can write a note ("called, wants the blue one") and set a follow-up reminder. Upcoming reminders show on the Overview page.
Settings
- Load all past orders: brings in your full order and customer history again from Shopify.
- Refresh Customer Scores: recalculates every score, group and risk right now.
- When is a customer at risk? your rule for Medium and High risk.
- Reconnect Live Updates: only needed if new orders stop showing up.
Quick fixes
| New orders not showing? | Settings, Reconnect Live Updates, then Update from Shopify. |
|---|---|
| Scores look wrong? | Settings, Refresh Customer Scores. Check that the orders are marked as paid in Shopify. |
| Customer emails missing? | Shopify only shares customer emails with apps approved for customer data. New orders still bring emails in. |
| Mailchimp not working? | Pick an audience in Email Marketing and check the API key. |
| Anything else | Contact support. We usually answer within one business day. |