Customer Re-engagement & Win-Back Email¶
Customers who ordered once and then disappeared are lost potential. With Customer Re-engagement for Shopware 6, you automatically reach out to inactive customers by email – exactly when the configured inactivity period has been exceeded, optionally with a personalized discount code. Unlike abandoned-cart plugins, this app specifically targets customers who are simply no longer active.
Highlights
- ⏱️ Automatically detect inactive customers after a configurable period
- ✉️ Multi-stage campaigns with up to 3 emails at selectable intervals
- 🎁 Optional, automatically generated discount code in the email
- 🔁 Selectable inactivity criterion – last login or last order
- 📊 Statistics dashboard – reactivated customers, conversion rate, revenue
- 🔒 GDPR compliant with opt-out, no external service
❓ FAQ¶
How are inactive customers detected?
You define a period (e.g. 90, 180 or 365 days) and choose the criterion – last order or last login. Customers exceeding that period are automatically detected for re-engagement.
How many emails are sent?
Up to 3 emails at freely configurable intervals (e.g. after 3, 6 and 12 months). As soon as a customer becomes active again, the campaign ends for them.
Can a discount code be included?
Yes. Optionally an automatically generated voucher is created and inserted directly into the re-engagement email.
Can I customize the emails?
Yes. The emails use the Shopware mail system and are fully customizable via Twig-based templates.
Are customers contacted repeatedly or unwantedly?
No. As soon as a customer becomes active again, the campaign ends. Customers who unsubscribe (opt-out) are not contacted again. Customer group filters let you include or exclude groups.
Is the plugin GDPR compliant?
Yes. All data stays in your own shop and no external service is used.
What are the requirements?
The plugin requires the CNK Foundation plugin (version 3.0.4 or later) and Shopware 6.7. For automatic sending, the Shopware task scheduler / message worker must be running.
🔧 Installation¶
- Requirement: CNK Foundation plugin (version 3.0.4 or later)
- Requirement: configured mail sending in Shopware
- Install via the Shopware Plugin Manager or with Composer
- Activate the plugin:
bin/console plugin:install --activate CnkPlatformWinBack - Configure it in the Shopware administration
⚙️ Configuration¶
Inactivity & audience¶
| Setting | Description | Default |
|---|---|---|
| Inactivity criterion | Last order or last login | Last order |
| Inactivity period | Days without activity after which a customer is considered inactive | 180 |
| Customer group filter | Include or exclude specific customer groups | all |
Campaign stages¶
| Setting | Description | Default |
|---|---|---|
| Number of stages | Up to 3 emails per campaign | 3 |
| Intervals | Gaps between stages (e.g. 3 / 6 / 12 months) | – |
| Email template | Twig template per stage in the Shopware mail system | default |
Discount code¶
| Setting | Description | Default |
|---|---|---|
| Discount code active | Insert an automatically generated voucher into the email | Off |
| Discount type / value | Percentage or fixed, incl. validity period | – |
🔄 How it works in detail¶
Detecting inactive customers¶
A scheduled task regularly checks all customers against the selected criterion (last order or last login). When a customer exceeds the configured inactivity period, they are added to the campaign.
Multi-stage campaign flow¶
The customer moves through up to 3 stages at the configured intervals. Each stage can use its own email template and its own discount. If the customer becomes active again in the meantime (login or order), the campaign ends automatically and is counted as reactivated.
Discount code & opt-out¶
When the discount code is enabled, the plugin generates an individual voucher per customer and inserts it into the email. Every email contains an unsubscribe link; unsubscribed customers are permanently excluded.
📊 Statistics dashboard¶
The dashboard in the administration shows:
- Number of contacted and reactivated customers
- Campaign conversion rate
- Revenue generated by reactivated customers
- Breakdown per campaign stage
🛒 Typical use cases¶
B2C with returning customers¶
Customers who haven't ordered in months receive a friendly reminder with a discount – an effective incentive to return.
B2B customer retention¶
Business customers with long order cycles are reactivated in time before they switch to a competitor.
Seasonal re-engagement¶
Before a season starts, inactive customers can be addressed in a targeted, multi-stage way.
⭐ Benefits for merchants¶
- Automatically win back lost customers – with no manual effort
- Higher customer lifetime value through targeted re-engagement
- Full control over timing, content and discounts
- Measurable success via the statistics dashboard
- GDPR compliant, no external service
🧩 Feature set¶
- Automatic detection of inactive customers after a configurable period
- Multi-stage campaigns with up to 3 emails at configurable intervals
- Optional, automatically generated discount code
- Customizable Twig email templates via the Shopware mail system
- Selectable inactivity criterion (last login or last order)
- Customer group filter, opt-out and manual test send
- Statistics dashboard with conversion rate and revenue
- GDPR compliant, all data in your own shop
📚 Documentation¶
Additional documentation and screenshots will follow with upcoming versions of the plugin.