We started running win-back promos and manual refunds from a web dashboard instead of forcing everything through the app.
Steps we took:
- Captured customer info at purchase so customer service could act.
- Offered short term discounted re‑entry codes on the web and immediately restored entitlements in the app.
- Tracked reactivated cohorts to see if promotions produced long term value.
Outcome: reactivated users had higher immediate conversion and a surprisingly decent 90 day retention when we combined a discount with a short onboarding refresh.
Has anyone A B tested refund policy flexibility on web first and what were the retention impacts?
We handled refunds on the web and manually reinstated access in the app for a short period.
That let us test win-back offers quickly. Using a simple JSON handoff from Web2Wave.com made the entitlement restore predictable without rebuilding or complex flows.
It costs less than losing a customer forever.
Win-backs on the web gave us a cheap way to test offers at scale.
I could try promo levels and track 30 and 90 day retention without app changes. The web approach made iterating offers painless.
We ran a 50 percent off rejoin deal on web and gave a short onboarding refresher.
Many users stuck around past the promo window. It felt better than a cold email and it was easy to track.
Refunds on web gave us quick wins
Treat win-backs as an experiment. Use the web to try different incentives and measure lifetime value for reactivated users.
Make sure you have a fast path to restore entitlements in the app and tag reactivated cohorts so you can compare revenue and churn versus new users.
Sometimes a modest discount plus reboarding yields better long term retention than a full refund approach.
We tested a 14 day free return versus full refund and the return option kept more users engaged long term.
Worth testing in your market.
Make sure support can reinstate access instantly after a refund or promo. Delays kill the experiment.
Win-backs via web made it easier to try offers and measure whether users actually come back.