Find the customers who really stopped ordering
The win-back audience in MergeGuard for Shopify lists customers who haven’t ordered in a while. It checks all of a customer’s profiles, so anyone still buying under another profile stays off the list. You choose when a customer counts as stopped. Win-back is on Scale, and you can sync its lists to Klaviyo or export a CSV.
Last updated
Demo store (Northsail Supply)
Amelia Hughes, 3 profiles
CProfile CLooks stopped on its own
AProfile A
BProfile B
Counted by profile
Profile C has no order since 2 May, so it lands on the list.
Counted as a person
Last order 30 Sep, on profile B. Still buying, so off the list.
In the demo store, 905 look like they stopped ordering. 842 really did, and 63 are still buying under another profile.
They ordered last week. Their old profile didn’t.
A customer checks out with a new email and Shopify starts a fresh profile. The old profile stops ordering, so it lands on your win-back list, and a discount meant to bring someone back goes to a customer who never left. The win-back audience looks at every profile before it says anyone stopped ordering.
Demo store (Northsail Supply)
- Look like they stopped ordering
- 905
- Really stopped ordering
- 842
- Still buy on another profile
- 63
How it works
MergeGuard counts people
Orders from all of a customer’s profiles count together, so a recent order on any profile shows they’re still active.
Each customer is judged on a timing rule you set
By default MergeGuard compares the time since a customer’s last order with the time they usually leave between orders. You can choose 90, 180 or 365 days instead, then add days to wait.
Pick a list
The Win back group has Stopped ordering, Ordering less often, Buys on more than one profile, and Ordered once, never came back. The How they shop group has lists such as Buys on sale every time and Buys in bulk.
Use the list
Sync it to Klaviyo, or export a CSV.
Keep discounts for the people who left
A win-back discount is meant to bring someone back. When it goes to a customer who is still buying under another profile, it discounts an order they might have placed anyway. Counting people first keeps those customers off the Stopped ordering list, because a recent order on any of their profiles counts.
For the business side of win-back and repeat purchase rate, read how duplicates distort repeat purchase rate. For the full set of audiences, go back to Audiences.
What you control
- Counts as stopped after
- When a customer counts as stopped: after their own usual time between orders, which is the default, or after 90, 180 or 365 days without an order.
- Then wait
- Extra days MergeGuard waits before listing a customer, so a slightly late order isn’t flagged. The default is 30 days.
- Discount regulars
- Set how many orders make a customer a regular for the Uses discounts on several profiles list, so it stays separate from the lists of customers who stopped ordering.
What it never does
- MergeGuard never messages your customers.
- Audiences never unsubscribe or delete anyone, and syncing never changes consent.
- Connecting Klaviyo never auto-syncs.
What can be undone
Win-back never unsubscribes or deletes anyone. You can edit its rules at any time, and the preview shows the impact before you save.
- Merges
- Permanent.Shopify merges can’t be undone. MergeGuard keeps a snapshot.
- Contact fixes
- Can be undone once.The undo is its own record and uses 1 fix.
Works with
Questions merchants ask
Which plan includes win-back?
Scale and Enterprise. On Starter and Growth you see the win-back counts, but the lists come with Scale.
What is the usual gap?
The time a customer normally leaves between orders, and the default for when a customer counts as stopped. MergeGuard compares each customer’s time since their last order with their own usual gap, so a slow, steady buyer isn’t flagged too early. You can choose a fixed 90, 180 or 365 days instead.
Does a discount used on several profiles mean someone is cheating?
Not on its own. Family members, gifts and shared addresses are ordinary reasons for the same details to appear on more than one profile. Treat the Uses discounts on several profiles list as customers to review.
What other win-back lists are there?
Besides the lists of customers who stopped ordering, the How they shop group has Uses discounts on several profiles, Buys on sale every time, Buys in bulk and Family members. The Family members list shows the family members you marked as not duplicates. To plan an offer from these lists, see lists for your next offer.
Can I send win-back lists to Klaviyo?
Yes. On a monthly plan, Scale includes 30 manual syncs a month, and a yearly plan gets unlimited manual syncs. Keep in sync holds up to 20 lists on a monthly plan, and unlimited lists on a yearly plan or Enterprise. Connecting Klaviyo never starts a sync on its own.
Learn more
- Welcome discount reuse: what to check before you call it abuseBefore you treat a reused welcome code as abuse, check which signals matter. Relatives, gift buyers and forgotten accounts can look the same as a repeat claim.
- How duplicate customers distort your repeat purchase rateHow duplicate Shopify profiles distort repeat purchase rate and value per customer, with the formulas, a worked example and steps to measure it on your store.
Find the customers who really stopped ordering
Install MergeGuard for Shopify free and see your win-back count on any plan. The win-back lists start on Scale.