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.

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 is 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 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. Think of this as a live list of who is in winback, not a ranked one. RevLogic's own Winback page is still where you get them ordered by lifetime revenue.

• 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.
• 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.

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 will 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.

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 actively 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 — 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.

If your winback threshold is set to Off, nobody is in winback, so there is nothing for RevLogic to tag.

• Understanding health scores explains the risk badge's companion number.
• The call list and sort modes covers day-to-day prioritization.
• RevLogic in Shopify Analytics — the separate setting that adds RevLogic's findings to your Shopify reports.
• What RevLogic can access — everything RevLogic writes to your store, and what it never touches.