Order Again — keep customers coming back
Returning customers see what they bought before, one-tap reorder, running-low reminders. Built-in. Free.
4 min readUpdated 21 Oct 2026
In this guide
What your returning customers see
All of this shows only to a customer who is signed in — a first-time visitor sees a perfectly normal shop. Every customer signs in with their mobile number before checkout, and stays signed in on that phone for 7 days — so a customer who comes back within the week sees it straight away; after that, one sign-in brings it all back.
| Where | What appears |
|---|---|
| Their account | An Order Again tab: reorder everything from the last order in one tap, plus the things they buy most |
| Any past order | A Reorder button — add to the current cart, or replace it |
| Product cards | A small dot on things they have bought before — “you have had this” |
| A product page | A line reminding them which size or variant they chose last time |
| Checkout | An “add from past orders” strip for the things they usually buy and have forgotten |
| Your home page | A quiet nudge when something they buy regularly is due again |
How it decides someone is “due”
Rather than guessing with one rule for everybody, it watches each customer's own rhythm — the usual gap between their orders of that item — and compares it with today. So a household that buys atta every month and a customer who buys a saree twice a year are never chased on the same schedule.
- They buy twiceNow there is a rhythm to learn
- Their usual gap passesMeasured per customer, per item
- Running LowThey appear on your list — and see a nudge
- You send one messageNaming what they bought
A customer needs at least two orders of something before there is a rhythm to read, and an item that is out of stock is never suggested.
Your side — the list worth an hour a month
Open Repeat Customer Insights
Customers in your sidebar → Repeat Insights at the top. It sorts your buyers into the three groups that actually lead to a sale today.
Start with Running Low — never with everybody
These are people who already like you and are simply late. Each row shows their usual gap and how overdue they are, with a WhatsApp button next to it. This list has the highest hit rate of anything in your dashboard.
Name the thing they bought
“Hi Meena ji, your usual 5kg Sona Masoori — shall I keep one aside for tomorrow?” needs no decision, only a yes. “We miss you! 10% off!” asks them to think about money. Save the discount for the third group.
Keep the offer for customers who have really gone
Churned is for people with two or more orders who have not ordered for 90 days — that is where a coupon earns its cost. See Discount coupons. Top loyalty drivers lists the products your repeat customers buy most — the items that bring people back. Keep those in stock and easy to find.
One hour, once a month
- Running Low customers this month
- 40
- Reply and order — a normal 1 in 4
- 10
- Your average order
- ₹850
- Recovered
- ₹8,500
- Cost: your time, and no discount at all
- —
Who this actually helps
Turning it off, and where it lives
It is on by default. To switch the whole thing off — the Order Again tab, the dots, the product-page reminder and the home-page nudge — turn off Order Again + Previously Ordered hints under Appearance (sidebar → Website → Appearance) → What customers see. The same switch sits on your Manage page's quick toggles. Nothing is deleted; the suggestions simply stop appearing. See What customers see.
Nobody sees anyone else's history. Every suggestion is built from that customer's own past orders and shows only when they are signed in with their own number. A shared computer or a logged-out browser shows a plain shop.
Messaging without being a nuisance
Do this
- Work Running Low first — they are late, not gone
- Name the exact item and offer to keep it aside
- Message between 10am–1pm or 5pm–8pm
- Honour a “stop” the first time somebody says it
- Pair this with a standing order for the customers who want one
Not this
- Blasting your whole customer list every week — you will be blocked
- Leading with a discount to someone who was going to buy anyway
- Messaging at 11pm; it gets read and forgotten
- Chasing a fashion buyer as though they were a grocery buyer
- Treating a pause as a loss — most regulars come back
Example · Prakash, a kirana store in Pune
He spends twenty minutes every Monday on the Running Low list — about thirty names, each with the item they are late on. He messages the top fifteen naming the item and offering to keep it aside. Roughly a third reply the same day. He has never sent a discount to that list, and it is now the single largest source of repeat orders in his shop.
Related
| You want to… | Read |
|---|---|
| Read your customer list properly | Your customer list |
| Make the repeat automatic | Repeat orders & subscriptions |
| Reward the regulars | Loyalty points |
| Win back people who really left | Coupons · WhatsApp broadcasts |
| Catch the ones who nearly bought | Abandoned carts |
Common questions
Does the customer need an account?
They need to be signed in with their phone number, which takes one code. Signed out, they see an ordinary shop and none of these suggestions.
Does it message customers automatically?
No. The nudge on your website is automatic; the message is not. You decide who to contact and what to say — which is exactly why it still works.
What if a customer's rhythm changes?
It follows them. The gap is recalculated from their real orders, so a household that starts buying fortnightly instead of monthly moves onto the new rhythm on its own.
Is this the same as subscriptions?
No. This reminds a customer to reorder; a subscription creates the order for them on a schedule. Many shops use Order Again to find who buys regularly, then offer those customers a standing order.
I sell one-off items. Should I turn it off?
You can, and for fashion or gifting it makes little difference either way. It never shows a suggestion it cannot justify, so leaving it on costs nothing.
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