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Can I customize the time that is considered to be a "lapsed customer" from 6 weeks to 12 weeks?

I just started using the Marketing tools for my salon business. For haircuts, a typical amount of time for most woman is every 6 weeks. So I want to send out and email to people that haven't been in the salon in 12 weeks instead of 6 but it doesnt seem to be customizable. Does anyone know if this can be changed or if Square has any intention of changing this? It seems silly to not be able to change it, considering Square can be used for so many different kinds of businesses. 

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Square Community Moderator

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Hi @lisanolanhair

 

Welcome to the Seller Community 🙌🏼

 

While it's not exactly 12 weeks, you can change the Lapsed Group settings within the Customers tab to 3 months by selecting the Lapsed Group view and clicking on the "Edit Group" box. 

 

Here's an image for reference:

 

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Square Community Moderator

Best Answer

Hi @lisanolanhair

 

Welcome to the Seller Community 🙌🏼

 

While it's not exactly 12 weeks, you can change the Lapsed Group settings within the Customers tab to 3 months by selecting the Lapsed Group view and clicking on the "Edit Group" box. 

 

Here's an image for reference:

 

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Wow, thank you! I will try that! 

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Square Community Moderator

@lisanolanhair You're welcome!

 

Let me know if you need anything else. 

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Hey folks,

 

Did anyone else notice that this fix does not change the definition of a "Lapsed Customer" as it applies to automated campaigns? I changed the definition in the "customers" section, but it didn't make a difference when selecting an audience for a winback campaign.

 

Thanks in advance.

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Admin

Hey @Effortless, welcome to the seller community!

 

Apologies for the confusion—I want to be sure I'm on the same page: which changes did you make to the definition? In addition, can you provide a bit more information on how this impacted your winback campaign? With that, I'll run this by a product specialist for a closer look. Thanks for bringing this up and for your help with this information.

️ Tom | he/him
Seller Community Manager | Square, Inc.
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Hi Tom,

 

I changed the definition of a lapsed customer to those who have not been visited in 4.5 months by using the process outlined above: Customers > Lapsed > Edit Group. However, when I crease a win-back campaign, I'll create the ad and on the final step (Audience & Send), it still says "This campaign will be sent to customers who had been regulars (had visited at least 3 times in 6 months) but have not returned in at least 6 weeks." There appears to be no way to change this.

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Admin

Got it. I see what you mean, @Effortless —thanks for helping with that information. I'm going to double check to see if we simply need to update the copy on the Campaigns tab or if it needs to be escalated further. Either way, we'll circle back as soon as we have more clarity. Appreciate your patience!

️ Tom | he/him
Seller Community Manager | Square, Inc.
Find step-by-step help in our Support Center
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Thanks Tom! Looking forward to hearing back.

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Admin

Appreciate your patience, @Effortless. Sorry for the wait. This issue is still open internally and I've asked for an update—will be back as soon as anything comes through.

️ Tom | he/him
Seller Community Manager | Square, Inc.
Find step-by-step help in our Support Center
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Hey @Tom, has there been any word on this?

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Admin

Hey @Effortless, I just checked on this and the text is hard-coded, meaning it won't change even if you've selected a different time frame. For now, rest assured that the settings you configure in Customers > Directory are the ones that will be applied when you run a campaign, despite the description text.

While I don't have a timeline available for when it will be resolved, it is on our engineer's to-do list and I just pinged them a few moments ago to let them know it's still unresolved. Apologies for the confusion on this—thank you for your patience.

️ Tom | he/him
Seller Community Manager | Square, Inc.
Find step-by-step help in our Support Center
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Hey Tom, I just decided to give this another go, and I noticed that the win-back campaign is defined as follows "This campaign will be sent to customers who had been regulars (had visited at least 3 times in 6 months) but have not returned in at least 6 weeks." I don't think changing the parameters of the group "lapsed customers" is going to change this. It may work to change the definition of both "regular" and "lapsed" groups, but I don't want to because I use those groups for other marketing and tracking purposes. In fact, I don't want my win-back campaign to apply to only "regulars" I want it to apply to all customers that have lapsed.

 

The ability to automate win-back campaigns is arguably one of the most important features of Square marketing, and it's actually the main reason I signed up. However, the target of this campaign is so specific that it is kind of crazy that it's not changeable. While the parameters may work for a hair salon or ice cream parlor, they are completely non-applicable for clients of our mobile auto detailing service. 

 

Is there any way around this at all?

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Admin

Thanks for checking in here, @Effortless. To be sure I'm on the same page—the lapsed settings that we present the Objective tab will not change, however the behavior actually responds to the settings you've configured in the Directory tab. That is still an unresolved display issue.

 

What I'm hearing is that it's ideal for your business to have this campaign kick in when any customer has lapsed, even if they've only visited once—correct? Currently, this campaign will only apply to customers who have made three purchases within a six-month period, but haven't pretend in the last six weeks.

️ Tom | he/him
Seller Community Manager | Square, Inc.
Find step-by-step help in our Support Center
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Hey Tom, you are spot on. Due to the nature of our business we have very few customers who we service 3 times in 6 months. Therefore, I would like the winback campaign to apply to all customers that have not been visited within the time frame that I set in the group "lapsed".

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Admin

Got it. Thanks again for that information. There still isn't away around this, but I'm surfacing your insight with the appropriate team members. Please do keep in touch.

️ Tom | he/him
Seller Community Manager | Square, Inc.
Find step-by-step help in our Support Center
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I wanted to run a promotion for lapsed clients but in the hair biz, 6 weeks is not an uncommon length of time between appointments. Your lapsed clients promo defaults to 6 weeks so I basically sent a half off coupon to most of my clientele. There should be a way to adjust the definition of lapsed.. if there is I can't find it . 

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Alumni

@eric_j_ray - I moved your post over to this thread where EJ answered a similar question. Good news is you should be able to edit your lapsed time period! Sorry that the default from the get-go sent to your customers already - I can see how for haircuts the 6 weeks is not the right time period for you. Hopefully, this helps - let us know if you have any other questions! 

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