Retention and aftercare

Designs a three-mail abandoned cart flow for an ESP with an EU consent check, exit and frequency rules, a margin-tested discount only in the last mail, and a holdout to measure real recovery.

Plans a post-delivery review request flow that asks every buyer the same way, with timing by product type, no gating, and incentive rules checked against Google, Trustpilot and EU review law.

Segments lapsed customers by their own purchase cycle and net-of-returns RFM, plans a sequence and honest offer per segment with a holdout and break-even check, and sunsets unresponsive contacts.

Drafts where-is-my-order replies from order and carrier data, with per-parcel status, only carrier-backed dates, and accurate EU delivery, withdrawal and warranty statements for a human agent to send.

Codes every return to a root cause with evidence, separates withdrawals from warranty and transit damage, flags SKUs with statistically real return problems, and routes each fix to its owner.