Post-purchase flow
Turn one purchase into a relationship — set expectations, reduce support tickets, and set up the second order.
Increase repeat rate and reduce support load
purchase event
Email · SMS
40 minutes
The moment after purchase is peak goodwill — and most brands waste it on a bare receipt. A post-purchase flow uses that window to reassure, inform and gently set up the next order. It's a quiet workhorse: it lifts repeat rate, and it deflects support tickets by answering "where's my order?" before anyone asks.
The second purchase is the hardest and most valuable one to earn; this flow is where you earn it.
Build it in WeZend
- 1
Trigger on purchase
Start the journey on the `purchase` event, with the order details available for personalisation.
- 2
Order confirmation + what's next
Immediately: confirm the order and set delivery expectations. Clear expectations are the cheapest way to cut "where's my order?" tickets.
- 3
Get-the-most-out-of-it (day 3)
Care tips, how-tos or a setup guide for what they bought — value first, no ask. This builds the trust the next sale rides on.
- 4
Set up the second order (day 10)
A recommendations block with complementary products — the things people who bought this tend to buy next.
Or draft it in one prompt
Paste this into AI Studio (or your own Claude/ChatGPT via Connect AI) and review the draft it builds:
"Build a post-purchase journey: instant order confirmation with delivery expectations, a how-to email on day 3, and a complementary-product recommendation on day 10."See how AI Studio works
Tips that make the difference
Lead with service, not selling. The first two messages should ask for nothing — earn the second purchase, don't demand it.
Personalise to the product bought, so care tips and recommendations are actually relevant.
Feed a review request off the back of this flow once the product has had time to arrive and be used.
Features this playbook uses
Build this playbook free — no credit card.
- No credit card
- EU data residency
- 6 channels, one API
- GDPR built in
One platform. Every customer interaction.
Replace your patchwork of messaging APIs, CDP and automation tools with a single engagement platform built for scale.
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