Skip to main content
You’ve put a lot of effort into acquiring new leads, turning them into signups, and securing that first order — don’t let it stop there. A customer’s post-purchase period shapes how they see your brand. The impression you leave decides whether they buy again, or tell someone else to try you. Use two Purchase Follow Up Flows: one that welcomes first-time buyers, and one that nurtures people who come back.
This page is a strategy guide. For setup, see Purchase Follow Up and Create a Flow.

​
Welcome New Customers

A new customer already gets your store’s order confirmation and shipping emails. A Purchase Follow Up Flow is how you welcome them — and give them a reason to place a second order.

​
Build your Flow

From Flows, click Create Flow and select Purchase Follow Up. Open the Trigger block and choose Order Placed (when the order is created) or Order Received (when it’s delivered). Under Flow Filters, add Order Count and target a first order. If you’re offering a discount, attach the coupon on the email step. Screenshot showing Trigger, Flow Filters, Exit Criteria, and Entry Frequency for a Purchase Follow Up Flow
Need help building the Flow? See Purchase Follow Up.

​
Best Practices

When you write to a new customer, keep these in mind:
  1. Use specific language like “first order” and “welcome”.
  2. Personalize the subject line and/or email body with the contact’s first name.
  3. Watch your timing. Don’t offer a limited-time next-order discount if the first order hasn’t shipped yet — or use Order Received so they already have the product.
  4. Get personal — share your story so customers know who they’re supporting.

​
Nurture Repeat Customers

After a strong first impression, treat loyal customers differently. A few approaches:
Customers who keep buying from you deserve to feel noticed. Send a short note from your team that thanks them and says what their support means. Personalize it with their first name.
Use Order Value so only higher-value orders enter this Flow — for example, a 15% discount after someone spends over $100. To thank high-value customers in the same Flow as everyone else, add a Split Flow on order value.
Use Purchased Product or Purchased from Collection so the Flow only starts when the order includes — or doesn’t include — certain items. Then recommend something that pairs well.Repeat customers already trust you, so they’re the ones most likely to take a recommendation.

​
Build your Flow

Create a second Purchase Follow Up Flow the same way. On the Trigger block, set Order Count for a repeat order. Add Order Value, Purchased Product, or Purchased from Collection when the message should only go to some of those orders. If you’re offering a discount, attach the coupon on the email step.
Need help building the Flow? See Purchase Follow Up.

​
Best Practices

When you write to repeat customers, keep these in mind:
  1. Acknowledge that they keep supporting your business.
  2. Personalize the subject line and/or email body with the contact’s first name.
  3. Ask for feedback whenever you can.
Welcome new customers first, then keep showing up for the people who come back. Privy sends those Flows in the background so you can keep earning the next order.