Churn risk and winback

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.

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 average order cycle.

• 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.

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.

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.

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 — the same detail panel you use for calls, so you can review their history and start a recovery order right there.

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.

Remember this is measured against each customer's own average 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.

• Understanding health scores explains the risk badge's companion number.
• The call list and sort modes covers day-to-day prioritization.