Post-purchase

Post-purchase automations drive retention, repeat purchase, reviews, referrals. Often neglected.

Typical flow

• Email 1 (immediate): Order confirmation
• Email 2 (on ship): tracking
• Email 3 (on delivery): 'Here's how to use it'
• Email 4 (7-14 days): How's it going?
• Email 5 (30 days): Review request
• Email 6 (60+ days): 'You might like...'

Educational content

Guides for using the product increase satisfaction and reduce returns.

Review requests

Timing matters. Ask after they've had enough time to experience the product.

What to do with this

• Ship the order-confirmation email immediately, missing it makes customers call support asking if the order went through
• Delay the review request until day 14+, asking before product experience produces negative reviews from impatient buyers
• Use the delivery email for usage tips, this reduces return rate and increases repeat purchase probability
• Include a referral ask at day 30+, customers who've experienced value refer at 3-5x baseline rate
• Cross-sell related products in email 4, not the generic "here's our store", specific related items convert 3x