Reactivating inactive customers: the queue of customers who stopped buying

Where to find it

The Win-back of inactive customers screen has no menu entry: it opens at the address /inativos, typed in the browser.

⚠️ It only works in the stores where reactivation was enabled, and in most it hasn't been yet. In a store without it, the queue column shows, in gray: "Win-back of inactive customers isn't enabled for this store yet", and asks you to talk to Vendria support, which is who enables it. This isn't a defect or an empty queue: it is the answer that the tool isn't turned on there.

Everything below applies to the stores where reactivation is already enabled.

Whose reactivation queue it is

The queue shows the customers in your portfolio who stopped buying. A Partner or Administrative of a rep agency also sees the team's customers. Whoever manages the company sees the whole store's queue.

If a customer leaves your portfolio while the screen is open, their opportunity disappears: on clicking, the screen warns "Couldn't open this opportunity. Refresh the list to see the current state of your queue."

How the reactivation screen is organized

There are two columns. On the left, Opportunities: the queue, with the columns Customer, At risk (the amount the company stops selling if the customer doesn't come back), Range, Trigger (what raised the customer in the queue) and Status. On the right, the detail of the opportunity you click.

The selector at the top of the queue filters by status: All, Generated, Reviewed, Approved or Rejected.

⚠️ In the table, the status and the trigger show written as the system stores them, in lowercase Portuguese without accents (for example gerada), not with the selector's names.

What Range and Cohort mean

Both show written as the system stores them, in lowercase Portuguese without accents.

Range is the priority by money: the customers with an amount at risk are split into four equal parts by that amount. critico (critical) is the quarter with the most value at stake; then come alto (high), medio (medium) and baixo (low). Range baixo means little value at risk, not a customer who has been gone a short time.

Cohort is how long the customer hasn't bought:

• atrasado (late): 91 to 180 days without buying;
• inativo (inactive): 181 to 540 days;
• perdido (lost): more than 540 days.

A customer who bought in the last 90 days is ativo (active) and doesn't enter the queue.

An opportunity's detail, step by step

The detail always follows the same order, and each block is a step:

1. The header: the customer, Amount at risk, Range, Cohort, Trigger and Status.
2. Quote: the proposal built for that customer, line by line.
3. Message: the text to send the customer, generated from the quote.
4. Contacts: who to talk to on the other side.
5. Sending: turns the proposal into a real quote in Vendria.
6. Outcome: what happened afterwards.

Review the suggested quote

The Quote block shows, at the top, the Total, the Avg. disc. and the estimated Margin. When the proposal needs approval, the badge Requires approval shows, at the top and on the line that caused it.

Each line brings the product and the SKU, the strategy that put that item in the proposal, the bait badge when the item came in to open the conversation, and the reason for that item written below, in smaller type. You can change the Qty and the Disc. % of each line and click Save. The confirmation message counts how many lines were added, removed and changed, and shows the new total.

If the discount goes over the allowed ceiling, saving is refused with "Discount above the ceiling" and the maximum shows below the table, in "Maximum allowed discount".

When there is no proposal built yet, the block says "No quote generated yet.".

Generate the message for the customer

In the Message block, Generate message writes a text from the quote; Regenerate asks for another version. The text shows in an editable box for you to adjust and copy.

⚠️ What you edit in the box isn't saved: when you leave the opportunity, the text is lost. Copy it before switching customers.

Who to talk to: the Contacts block

The Contacts block lists the people in the customer's registration in the ERP, with phone and email when they exist, and then the company's phones, marked "· company registration". When it can tell, the phone comes with its type in parentheses: mobile or landline. Without the type, the number didn't allow deciding: don't conclude it is a landline.

It is a list for you to call or message by your own means: nothing is triggered from here. A registration with nobody is common, and the block says: "This customer's registration in the ERP has no contacts or phone."

What the Send button does

Send doesn't message the customer. It turns the proposal into a real quote in Vendria, in your name, and confirms with "Document generated (no. …)". From then on you find the quote in the Quotes list and send it to the customer like any other. See Send the proposal to the customer and record the acceptance. Clicking again doesn't create a second quote.

Before generating, Vendria checks the proposal again against the most recent data. If the customer got blocked, an item lost its price or the stock vanished, nothing is created and Sending blocked by discrepancies: shows, with each problem listed.

The button only shows when the customer has a buyer registration in Vendria. Without a registration (the most common case), the block says that sending through the system isn't available and that the path is to talk to the customer directly, with the proposal above in hand. If the customer's CNPJ is registered more than once, the block warns that there is no way to know which one to send to.

Record the reactivation outcome

In the Outcome block, pick the Result (Replied, No answer, Placed an order or Declined) and click Record outcome. On a decline, the Decline reason is required: Price, Wrong product, Customer closed down, Not interested or Other.

After recording, the screen shows the Attribution: "Order confirmed" with the number, when the order was tied to the reactivation for sure, or "Likely", with how many items match and the confidence, when the link is by similarity.

The outcome is what separates the reactivation that worked from the one that only spent a message. Without it, the queue doesn't know what was already tried with that customer.

When the reactivation queue shows empty

• "No opportunity in your portfolio": a legitimate answer, the most common in a new portfolio: no customer has enough history to have stopped buying.
• The store-not-enabled message: reactivation isn't turned on in this store; ask Vendria support.
• "Couldn't load the queue. Try again in a few moments.": a loading failure; wait and reload.