Late Replenishment Reminders

Not every customer restocks right on time. Some need an extra nudge — especially those who use your products less frequently or simply forgot to reorder. The late replenishment reminder helps you re-engage these customers after their expected reorder window has passed, turning potential churn into recovered revenue.

Reactivating Laggards

Some customers reorder as soon as they run low. Others need a little reminder — or two. The late replenishment reminder focuses on that second group: customers who have gone quiet but still have a high potential to return.

By reaching out after the usual replenishment window has passed, you can reignite engagement from shoppers who might otherwise churn. Performance for this flow is naturally lower than the initial replenishment reminder, but still meaningful — every recovered order represents incremental revenue you would not capture otherwise.

• Open rates: typically around 30–45%

• Click rates: around 5–10%

• Conversion rates: 3–6%

With RetentionX automation, you can push late replenishment events to Klaviyo, set up your flow based on that trigger, and track its performance in RetentionX.
 

Late Replenishment Reminders with RetentionX

The default replenishment reminder uses the median replenishment time, which is the point at which 50% of customers have repurchased the same product. However, light users or last-minute buyers often need an extra reminder later on. That’s where RetentionX applies the 75th percentile, representing the time by which 75% of customers have repurchased the same product variant.

This approach specifically targets customers who restock less frequently, helping you recover additional orders from laggards.

To turn these late replenishment insights into automated customer reminders in Klaviyo, follow the steps below:

Pushing Events to Klaviyo

1. In RetentionX, go to Automations → Email & SMS Flows.

2. Open the tab Replenishment Reminder and navigate to Late Replenishment Reminder.
   

3. Click Activate.

4. In the next step, configure the event push:

   • Timing
     Specify how many days before the calculated late replenishment time the event should be pushed. For example, you can send the reminder 1 day before the expected late reorder date.

   • Eligible Products
     Not every product in your assortment is replenishable. Therefore, you can define which SKUs should trigger late replenishment reminders by:

     • Typing in and selecting specific SKUs

     • Dynamically selecting all SKUs that are tagged in Shopify with a specific product tag

     • Selecting all SKUs

     Please note that selecting all SKUs includes all variants processed in RetentionX. Only use this option if your entire product assortment is replenishable.

   • Eligible Customers
     In addition, you can choose which customers should be considered for the late replenishment time calculation and eligible to receive the reminders. For example, if you want to exclude customers with an active subscription, select a customer segment that only includes non-subscription customers.

     Since the late replenishment time is recalculated based on the selected customer segment, analytics must be enabled for that segment. If the selected segment is deactivated, deleted, or has analytics disabled, no further “Late Replenishment – RetentionX” events will be sent.

     

And that's it! Once saved, RetentionX will push “Late Replenishment – RetentionX” events according to your lead time, eligible product selection, and eligible customer settings.

 

Setting Up the Flow

Now you're ready to build your late replenishment flow – powered by RetentionX. To set up the flow, just follow these steps:

1. Log in to your Klaviyo account.

2. Navigate to Flows and start building a new flow.

3. Select “Late Replenishment – RetentionX” as the trigger. You’ll find the trigger under Your metrics > RetentionX.
   

4. Add profile filters to remove contacts from the flow, for example, if they have not accepted marketing or if they have placed an order since starting it.

5. Since all events are pushed to Klaviyo after the daily re-sync of your RetentionX account at midnight, we recommend adding a time delay as the first action after the trigger. This ensures that emails are sent at a reasonable time of day.

   Tip: Use RetentionX’s Time Analysis to identify the optimal sending time.

   

6. Add an email or SMS to your flow. We recommend starting with a template you've already used; this helps you get set up more quickly and ensures your design and tone stay consistent.

7. Personalize all messages you add to the flow. The following placeholders are available from the “Late Replenishment – RetentionX” event:

8. Preview and test your email flow to ensure the event data is being used as expected before setting your new flow live.
    

Measuring Performance

Once your flow is live, RetentionX automatically imports the flow performance data so you can see exactly how your late replenishment reminders are performing. The following KPIs are available:

• Recipients

• Open rate

• Click rate

• Revenue

• Revenue per recipient

You can monitor performance over the past 7, 30, or 365 days — KPIs update automatically overnight.

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