The Win Back campaign is designed to re-engage lapsed users who have been inactive for a set number of days. It automatically delivers a predefined reward to encourage another order and helps recover lost revenue.
Once launched, the system monitors user activity in real time. When someone reaches the inactivity threshold, they receive a push notification with the configured reward.
🛠️ This guide covers the User selection option, where a fixed reward is shown to all users. For information on the AI-based version, see: Automated Win Back Lapsed Customers (AI Selection).
Step 1: Select the Win-Back Scenario
To get started, log in to your LoyaltyPlant account and navigate to the Campaigns section from the top menu.
In the top right corner, click Create New Campaign
From the list of available scenarios, select Automated Win Back Lapsed Customers
In the pop-up window, under Choose a reward type, select User selection
Step 2: Name Your Segment
In the top-left field (under Draft · Automated Win Back Lapsed Customers), enter a name for internal reference. This name is only visible inside the CRM.
Step 3: Set Campaign Parameters
This section configures when the campaign runs and which users are eligible to receive the win-back reward.
Set the campaign period
Date
Set the start date and, if needed, an end date to define when the win-back offer is active. The system tracks inactivity and delivers rewards only within this timeframe.
🚧 Must Read: If you don’t set an end date, the campaign will run indefinitely, automatically targeting new lapsed users over time. Set a Campaign end (optional) if the reward should only be available for a limited time.
Time zone handling for multi-location brands
If restaurant locations operate in multiple time zones, the system automatically adjusts campaign timing across the full network. The offer starts when the earliest location reaches the start time and ends when the latest location reaches the end time.
For example, if a campaign is scheduled from 08:00 to 11:00, and the brand operates in both London (GMT+0) and Los Angeles (GMT–8):
The campaign starts at 08:00 London time.
It ends at 11:00 Los Angeles time, which is 19:00 London time.
As a result, users in London will see the campaign active for 11 hours instead of 3.
👍 Use case: To avoid time zone discrepancies, use the Segmentation step to target specific cities or locations. This gives you full control over both the campaign schedule and the audience.
Set up custom parameters for campaign audience
For new campaigns, the default audience includes all app users. To narrow the target group, click Define and apply segmentation filters.
📝 Note: For a full explanation of segmentation filters and best practices, see the Guide to segmentation categories.
Period without orders
Customers haven’t placed an order for at least
Enter the number of days since the last order. This sets the inactivity threshold that triggers the win-back offer.
Limit the maximum period without orders
Check this box to exclude users who have been inactive for too long. When enabled, a second field appears to set the maximum number of days since the last order.
This creates an inactivity range where only users who fall between the minimum threshold and the maximum are included. To work correctly, the maximum must be greater than the threshold.
💡 Tip: If the threshold is 30 and the maximum is 90, the campaign targets users who haven’t placed an order in 30 to 90 days.a
If the box is not checked, there’s no upper limit. The campaign includes all users who have been inactive for at least the threshold period.
Gift will be available for
Enter the number of days the reward remains active after it is sent. Once this period ends, the offer expires automatically and can no longer be redeemed.
Customers can participate in this campaign again
Enter the number of days that must pass before a user becomes eligible to receive the win-back offer again. After this delay, the system checks whether all conditions are met and sends the reward only if the user still qualifies.
This delay is fixed and does not reset based on user actions. Even if someone places an order shortly after receiving the reward and then becomes inactive again, the campaign still waits the full delay.
Additional settings
Number of orders to qualify for this campaign
Set the minimum number of past orders required to qualify for the win-back offer.
💡 Tip: By default, users who never placed an order can receive the win-back offer. To exclude them, set the minimum number of past orders to 1 or higher.
Optionally, set a maximum number of past orders to narrow the audience based on purchase activity. This is useful for segmenting users into cohorts by order history and tailoring win-back offers accordingly.
👍 Use case: Use this setting to create separate campaigns for light and heavy users. For example, send a smaller incentive to those with 1–2 past orders, and reserve higher-value offers for users with 5 or more.
Step 4: Set App Content
This section defines the gift users will receive and how it appears in the app once campaign conditions are met.
Offer mechanics
Select a type of reward
By default, the reward is set as a menu item. If discount rewards are enabled in the account, this section will display two options: Choose a menu item as a present or Apply a discount.
🛠️ This guide covers the menu item reward setup. For information on configuring discounts, see How to Enable and Configure Discount Rewards.
Menu items
In this section, select the menu item to be used as the win-back reward. Depending on the setup, one or both of the following redemption fields may appear:
Menu items for in-store orders
Menu items for online orders
The gift must be selected in every field where it should be available. Use the search bar to find items by name or POS code.
🛑 Warning: To ensure the reward is available at all locations, select all matching items by POS code. It helps to avoid mismatches, especially when menu templates differ or items have been renamed.
How can a customer receive this gift?
In this section, check the boxes for the channels where the customer can receive the gift. You can enable one or more channels, depending on which order types are supported for your brand.
In store (show QR code): redeemable during an in-person visit by scanning a QR code at the cashier
Fields for In store (QR code) only
Fields for In store (QR code) only
Minimum order amount: required order total to receive the reward in-store
By spending points: how the customer redeems the reward using loyalty points:
for free: the item is fully covered by the campaign, and the user pays nothing
at a discount, (%): the user receives a percentage-based discount on the item
at a discount, ($): a fixed amount is subtracted from the item’s price
at a special price: the item is offered at a set price, regardless of the original cost
📝 Note: Points apply only to the selected gift item, not to the full order total.
In application: redeemable only through orders placed in the app
Web ordering: redeemable only through orders placed on your website
Fields for online ordering only (app and/or web)
Fields for online ordering only (app and/or web)
Minimum online order amount: required order total to receive the reward online
Allow to redeem the reward only if: conditions for when the reward becomes available during the ordering process:
No limits: the reward is always available
Any position in the order: the reward becomes available only if at least one selected item is in the cart
All positions in the order: the reward becomes available only if all selected items are in the cart
Additional fields may appear:
Menu items for orders: items that must be in the cart to unlock the reward
How to get: message shown at checkout explaining how to unlock the reward
Fields for combined in-store and online ordering
Fields for combined in-store and online ordering
Minimum order amount: required order total to receive the reward in-store
Minimum online order amount: required order total to receive the reward online
Reward cost (for analytics only)
Enter the estimated cost of the reward item — not the price shown to users. This value is essential for internal analytics and is used to evaluate campaign performance and calculate ROI.
👍 Use case: If you’re unsure of the exact amount, use a 30% food cost estimate. For example, if the menu price is $10, enter $3.
It does not affect how the reward appears to users and is used solely for calculating campaign statistics and efficiency.
Offer settings
Title
Enter a short headline that communicates the value of the offer. This is the first thing the user sees on the reward card.
Description
Add a short message (up to 128 characters) that supports the title and provides context for the reward. This text becomes visible when the user opens the coupon in the app.
Use it to express urgency, personalization, or additional context, e.g., “Available with your next order this week.”
Detailed Description (optional)
This field is not shown by default in the reward preview but becomes visible when the user scrolls down the opened coupon. Use it to specify any important conditions (e.g., minimum order amount, expiration rules) or to add further context.
Cover Image
Upload a high-quality vertical image (at least 1080×1920 px) that visually supports the offer. This image appears at the top of the reward card and helps attract user attention.
📘 Info: Instructions for designing and uploading images are provided in a separate presentation: How to design and upload app coupon images.
Coupon availability
App section
In this dropdown, choose where the reward will appear in the app. It will only be shown to users who meet all campaign conditions.
Step 5: Push Notifications
This section lets you write and schedule push messages that will be sent to users once they meet the campaign conditions.
Timing of the First Push Notification
The first push notification is sent automatically when a user meets the inactivity condition set in the campaign. The time of delivery is based on the campaign’s active hours defined in the Scenario step.
🛠 To adjust when messages can be delivered, go to the Scenario step and update the values in Set the campaign period.
Notification text
Write a short push message that will be sent when a user reaches the inactivity period set in the campaign.
The key value should appear within the first 4-5 words, which are shown in the push preview (e.g. “Grab a free coffee today ☕ — it’s on us”).
Reminders
Reminders are additional push messages sent during the win-back offer period. They can be used to follow up after the offer is delivered or to send a final message before the reward expires.
To add a reminder, click Add another reminder in the notification settings.
📘 Info: Follow-up messages are sent only to users who haven’t redeemed the reward.
Time
Set the exact time when the reminder should be delivered on the selected day.
For better visibility, avoid sending reminders at typical times like 12:00. Use less predictable options, such as 12:13 or 14:07, to reduce overlap with other notifications.
Final Step: Launch or Save the Campaign
Once all sections are filled out, go to the top right and click Create campaign to activate it immediately.
If you’re not ready to launch, click the arrow next to Create campaign and choose Save and exit to return later.