Using RevLogic

Churn risk and winback

How RevLogic flags churn risk against each customer's own reorder rhythm, how the Winback page works, how to set the winback threshold, and how to tag winback customers in Shopify.

RevLogic is built to catch accounts before they quietly disappear. Two features do this: the churn-risk flag on every customer, and the Winback list for accounts that have drifted too far for the daily call list.

How churn risk is flagged

Churn risk answers one question: how likely is this customer to stop ordering? RevLogic measures it against the customer’s own reorder rhythm, not a fixed number of days. A customer’s expected reorder date is their last order date plus their typical order cycle: the middle of their usual gaps between orders, so one unusually quick top-up order doesn’t skew it.

  • Low. On or near their normal rhythm.
  • Medium. Noticeably past their expected reorder date.
  • High. Well past it, roughly two full cycles or more overdue. Accounts with only a handful of orders get extra allowance: a short history is thin evidence, so RevLogic waits proportionally longer before calling them high risk.

Because it’s relative, a customer who orders monthly is flagged far sooner than one who orders once a year. RevLogic also applies short absolute floors so burst orderers (who buy every few days) aren’t flagged after one quiet week.

You’ll see the risk badge on customer cards, in the Risk column of the Customers table, and reflected in each account’s health score.

When an account moves to Winback

Overdue customers stay on your call list while there’s still a good chance of reaching them in time. But once someone slips far enough past their rhythm, chasing them daily stops being productive, and they clutter the list for accounts that are more likely to order.

At that point RevLogic moves them off the call list and onto the Winback list. Think of the call list as “people to keep on cadence” and Winback as “lapsed customers worth a recovery call.”

Customers return to the call list automatically the moment they place an order. You never have to move anyone by hand.

The Winback page

Open Winback from Home or the Explore section. It shows every customer more than your threshold past their reorder cycle, sorted by lifetime revenue so the most valuable accounts to recover are on top. Each row lists their phone, order count, lifetime revenue, last order date, and days overdue.

Click any row to open that customer’s full profile on the Dashboard. It’s the same detail panel you use for calls, so you can review their history and start a recovery order right there.

Adding and removing customers by hand

The threshold is a rule, and rules have exceptions. You can move one customer on or off the Winback list yourself, without changing the setting for everyone.

Open the customer’s card on the Dashboard and use the More menu beside the key-account control:

  • Add to winback puts them on the Winback list whatever their reorder timing says. Use it for the account you know has gone quiet, even though the calendar hasn’t caught up yet. They come off your call list while they’re there, and their row on the Winback page carries an Added by hand badge.
  • Remove from winback takes them off the Winback list and puts them back with everyone else: when they’re overdue they appear on your call list like any other customer, however far past their reorder date they are. Use it for an account that isn’t really lapsed, one you’d rather keep calling on cadence than treat as a recovery call. To stop calling someone altogether, use Mark do not call instead. Their card shows a Winback: removed until next order badge while it applies.

The Winback page has the same removal on every row: a Remove button that takes that customer off the list without opening their card.

Both choices clear themselves on the customer’s next order. You don’t have to remember to undo them. The moment a new order lands, that customer goes back to being judged by their own reorder rhythm, exactly like everyone else. Until then the badge on their card tells you the choice is still in force, and the More menu offers to undo it early.

If you want someone gone for good rather than until their next order, use Mark do not call instead. That takes them off the call list and the Winback list, removes the RevLogic Winback tag from their Shopify record, and stays put until you clear it. A new order won’t undo it. See The call list and sort modes.

Setting the winback threshold

The threshold lives in Settings under Winback List. Choose how many days past a customer’s expected reorder date they should be before moving to Winback:

  • Off. Keep everyone on the call list, no Winback.
  • 30 / 60 / 90 / 120 / 180 days overdue. 60 days is the recommended default.

This is measured against each customer’s own typical cycle, not days since their last order, so “60 days overdue” means 60 days past when they were due, whenever that was.

A lower threshold keeps your call list tight and moves lapsed accounts to Winback sooner. A higher threshold (or Off) keeps more people on the main list. Pick what matches how aggressively your team wants to chase reorders.

Tagging winback customers in Shopify

Your Winback list lives inside RevLogic. If you also want to see and use those customers in your Shopify admin (in segments, in Shopify Email, or as a trigger for Shopify Flow), RevLogic can keep a tag on the customer record for you.

Open Settings and find the Winback tag in Shopify card. It’s off until you turn it on, and turning it on asks you to confirm first, because it writes to your real customer records.

Once it’s on, RevLogic maintains one tag, spelled exactly:

RevLogic Winback

It adds that tag to a customer when they move to Winback, and takes it off again when they stop being in winback. You never apply or clear it by hand.

The segment worth saving

The reason most teams want this is a live Winback view on their Customers page. In Shopify, create a customer segment using this one line:

customer_tags CONTAINS 'RevLogic Winback'

Save it as a named view and it stays current on its own: customers appear as RevLogic tags them and drop out as RevLogic untags them. The same segment works as an audience for Shopify Email and for discounts.

One thing to expect: tags filter, they don’t sort. This segment tells you who is in winback but doesn’t rank them. RevLogic’s own Winback page is still where you get them ordered by lifetime revenue.

How quickly it updates

  • Coming off winback is close to immediate. When a winback customer places an order, RevLogic hears about it from Shopify, rebuilds that customer, and removes the tag within a few minutes. Somebody who just ordered won’t sit in your winback segment.
  • A hand-made change lands within minutes. Adding, removing, or marking someone do not call updates your lists straight away and queues that one customer’s tag update, so Shopify catches up shortly after.
  • Going onto winback lands within about a day. Most customers reach winback by the calendar rather than by an event. Nothing happens; they simply drift far enough past their expected reorder date. RevLogic checks for that once a night, so a customer who crosses the line today is tagged by tomorrow.

The first time you switch it on, RevLogic tags everyone already in winback in one background pass. On a large store that takes a few minutes. The confirmation dialog tells you roughly how many customers that is before you commit.

Before you turn it on

This tag is visible to everything in your store that watches customer tags. If you have Shopify Flow automations, an email platform, or any app that triggers on tags, they’ll fire for every customer tagged in that first pass. Check what you have running on customer tags before switching this on.

RevLogic only ever removes the tag it added. If a member of your team applies the same tag by hand, RevLogic leaves it alone.

The winback tag is one of a family: RevLogic can also tag key accounts, growing customers, and shrinking ones, each with its own switch. See Customer statuses and key accounts. The key-account tag is especially worth pairing with this one, so an automated win-back email never lands on an account your rep is already working.

Turning it off, and uninstalling

Turning the setting off removes the tag from every customer RevLogic put it on, in a background pass. That’s deliberate: a leftover winback tag on a customer who has since ordered would be wrong, and would keep firing your segments and automations. Any segment built on the tag will simply stop matching.

Uninstalling RevLogic is different. Once the app is removed, Shopify revokes its access immediately, so RevLogic can’t clean up and the tags stay on your customers exactly as they were. If you plan to uninstall and don’t want them left behind, turn this setting off first and give it a few minutes to finish. Otherwise you can bulk-remove the tag from your Shopify admin afterwards.

A customer you removed from winback by hand, or marked do not call, is treated as not in winback here too. The tag comes off them, and any Shopify segment, Shopify Email audience, or Klaviyo flow built on it stops including them.

If your winback threshold is set to Off, nobody is in winback, so there’s nothing for RevLogic to tag. That includes customers added to Winback by hand: while Winback is off they’re treated like everyone else and stay on the call list when they’re due.

Next steps