Win-back messages for customers who stopped ordering

A win back customer message goes to someone who used to order from you and has gone quiet for a month or more. Every restaurant, cloud kitchen and tiffin service has this list, and it is usually bigger than the list of active customers. These templates are for the owner or whoever runs marketing to send on WhatsApp at 30, 60 and 90 days of silence. The one thing that makes a win-back message work is that it sounds like you noticed one person left, with their name, their usual dish and a reason to come back this week, rather than a discount blast sent to everyone who ever ordered.

Send the first message with no offer; many customers simply forgot, moved, or got busy, and a reminder is enough. Add a small offer at 45 to 60 days and a bigger one with a deadline at 90 days, then stop. Every message with an offer needs an opt-out line, and anyone who replies STOP comes off the list for good. Send between 11am and 1pm or 6pm and 8pm, when people are deciding what to eat. Keep the offer yours, keep the expiry short, and never send more than three win-back messages to the same person.

Hi [Name], it is [Owner] from [Restaurant]. We noticed it has been a while since your last order, around [Date]. Nothing to sell today, just checking that everything is fine on your side. If there was a problem with us, I would rather hear it than lose you quietly. Reply any time.

नमस्ते [Name], मैं [Restaurant] से [Owner]. हमने देखा कि आपका आखिरी order [Date] के आसपास था, उसके बाद कुछ नहीं. आज कुछ बेचना नहीं है, बस पूछना था कि आपकी तरफ सब ठीक है. अगर हमसे कोई गलती हुई हो तो चुपचाप खोने से अच्छा है कि आप बता दें. जब मन हो reply कर दीजिए.

Hi [Name], we have missed you at [Restaurant]. Your usual [Item] is still on the menu, and this week we are giving [Offer] on your next order. Use code [Code] on [Link] before [Date]. Reply STOP to opt out.

[Name] जी, [Restaurant] में आपकी कमी महसूस हो रही है. आपका regular [Item] अभी भी menu पर है, और इस हफ्ते अगले order पर [Offer] मिल रहा है. [Date] से पहले [Link] पर code [Code] लगाइए. मैसेज बंद करने के लिए STOP लिखकर भेजें.

Hi [Name], two months is too long without your order at [Restaurant]. Delivery is free on anything you order this weekend, no minimum. Just order on [Link] by Sunday night and the delivery charge drops off at checkout. Reply STOP to opt out.

[Name] जी, दो महीने हो गए, [Restaurant] से आपका कोई order नहीं आया. इस weekend जो भी order करेंगे, delivery free है, कोई minimum नहीं. बस रविवार रात तक [Link] पर order कीजिए, delivery charge checkout पर अपने आप हट जाएगा. मैसेज बंद करने के लिए STOP लिखकर भेजें.

Hi [Name], since you last ordered, [Restaurant] has added [Item 1], [Item 2] and [Item 3] to the menu. The [Item 1] has become the most ordered dish in [Area]. Have a look at [Link] when you are hungry. Reply STOP to opt out.

[Name] जी, आपके आखिरी order के बाद [Restaurant] के menu में [Item 1], [Item 2] और [Item 3] जुड़े हैं. [Item 1] तो [Area] में सबसे ज़्यादा order होने वाली dish बन गई है. भूख लगे तो [Link] पर एक नज़र डाल लीजिए. मैसेज बंद करने के लिए STOP लिखकर भेजें.

Hi [Name], the last [Count] times you ordered from [Restaurant], you went for the [Item]. It is on the menu tonight, same recipe, same cook. If you want it, tap [Link] and it takes about two minutes to reorder. Reply STOP to opt out.

[Name] जी, पिछली [Count] बार जब आपने [Restaurant] से order किया, हर बार [Item] लिया था. आज रात भी वही menu पर है, वही recipe, वही cook. मन हो तो [Link] पर tap कीजिए, दोबारा order करने में दो मिनट लगते हैं. मैसेज बंद करने के लिए STOP लिखकर भेजें.

Hi [Name], you ordered from [Restaurant] [Count] times and then stopped. I am not writing to sell anything. I want to know what changed: the food, the price, the delivery time, or something else. One line is enough and it comes straight to me. [Owner]

[Name] जी, आपने [Restaurant] से [Count] बार order किया और फिर बंद कर दिया. मैं कुछ बेचने के लिए नहीं लिख रहा. जानना चाहता हूँ कि क्या बदला: खाना, दाम, delivery का time, या कुछ और. एक line काफी है, और ये सीधा मेरे पास आती है. [Owner]

Hi [Name], this is the last offer we will send for a while. [Offer] on your next order at [Restaurant], valid only till [Date]. Code [Code] at [Link]. If we do not hear from you, we will stop messaging and leave the door open. Reply STOP to opt out.

[Name] जी, कुछ समय के लिए ये हमारा आखिरी offer है. [Restaurant] पर अगले order में [Offer], सिर्फ [Date] तक. [Link] पर code [Code]. अगर आपका जवाब नहीं आया तो हम मैसेज भेजना बंद कर देंगे, पर दरवाज़ा खुला रहेगा. मैसेज बंद करने के लिए STOP लिखकर भेजें.

Hi [Name], your tiffin from [Restaurant] has been paused since [Date]. If you are back in [City], we can restart from tomorrow with the same [Plan] plan and the same delivery time of [Time]. Reply YES to resume, or tell us a date. Reply STOP to opt out.

[Name] जी, [Restaurant] का आपका tiffin [Date] से pause है. अगर आप [City] वापस आ गए हैं तो कल से वही [Plan] plan और वही [Time] वाली delivery फिर से शुरू कर सकते हैं. शुरू करने के लिए YES लिखें, या कोई date बता दीजिए. मैसेज बंद करने के लिए STOP लिखकर भेजें.

Hi [Name], your last order from [Restaurant] on [Date] was not up to the mark and you have not ordered since. I understand why. We have fixed [Fix], and I have added [Amount] credit to your number for whenever you want to give us another chance. No expiry on it. [Owner]

[Name] जी, [Date] को [Restaurant] से आपका आखिरी order ठीक नहीं था, और उसके बाद आपने order नहीं किया. वजह समझ सकता हूँ. हमने [Fix] ठीक कर दिया है, और आपके number पर [Amount] का credit डाल दिया है, जब भी हमें दूसरा मौका देना चाहें. इसकी कोई expiry नहीं है. [Owner]

Hi [Name], [Season] is here and the [Item] at [Restaurant] is back for the season. You ordered it last year around this time. It is on [Link] from today, and delivery is free till [Date] for old customers. Reply STOP to opt out.

[Name] जी, [Season] आ गया है और [Restaurant] का [Item] इस season के लिए वापस आ गया है. पिछले साल इसी time आपने इसे order किया था. आज से [Link] पर मिल रहा है, और पुराने customers के लिए [Date] तक delivery free. मैसेज बंद करने के लिए STOP लिखकर भेजें.

Hi [Name], good to have you back at [Restaurant]. Your order [Order ID] is being prepared and should reach you by [Time]. Thank you for giving us another go. If anything is off this time, reply here and I will handle it myself. [Owner]

[Name] जी, [Restaurant] पर आपका वापस आना अच्छा लगा. आपका order [Order ID] बन रहा है और [Time] तक पहुँच जाएगा. हमें एक और मौका देने का शुक्रिया. इस बार कुछ भी गड़बड़ लगे तो यहीं reply कीजिए, मैं खुद देखूँगा. [Owner]

Tips for sending these on WhatsApp

• Build the list from order dates, not memory. Filter customers whose last order is older than 30 days and whose order count is two or more; one-time customers need a different message. Customer segmentation explains the cut-offs.
• Space the three messages at least two weeks apart and stop after the third. A fourth message is the one that gets you blocked.
• Make the code work without effort. On Tezzu you can set a coupon to auto-apply for a chosen list of customers, so the offer in the message is already there at checkout and nobody has to type it.
• Track who came back. Count orders from the list in the seven days after each send, and compare offer versus no-offer messages. The win-back campaign guide has a simple way to do this.
• Answer replies within the hour. A win-back message that gets a reply and then silence from you does more damage than no message at all.

Frequently asked questions

What should I say to a customer who stopped ordering?

Start by noticing, not selling. Say you saw their last order was a while ago, ask if everything is fine, and make it easy to reply. Most people who stopped did not decide to stop; they got busy or forgot. If the first message gets no response, follow up two weeks later with their usual dish and a small offer. Before writing, read why customers stop ordering so the message addresses the likely reason.

How many win-back messages should I send?

Three at most, over about two months: a check-in at 30 days, a small offer at 45 to 60 days, and a final offer with a deadline at 90 days. After that, leave the customer alone until a festival or a new menu gives you a real reason to write. Every message should carry an opt-out line, and a STOP reply ends the sequence immediately.

Does a discount work better than a plain message?

Often the plain message brings back as many people as the discount, because the real problem was forgetting, not price. Test it: send half the list a check-in with no offer and half the same message with a 10 percent code, and count the orders over the next week. Keep whichever wins. Offers work best as the third message, when the first two have not moved someone.