Post Purchase Thank You flows are a great way to thank customers for placing an order. But there's so much more a post purchase flow can do for your business, and your sales, beyond keeping customers informed and cutting down delivery enquiries.
Most brands stop at "thanks for your order." A Thank You flow can do five more jobs that quietly build loyalty and lift revenue long after checkout.
Want to put your Thank You flow to its full use? Here are five suggestions from the Email By Design team.
Communicate product care
Every product has some element of care customers need to know. How to wash clothes so they don't shrink, or how to store something so it lasts. Sharing this in your flow means they have the information before the product even arrives, so they won't overlook it in the excitement of opening. A few examples:
Register the warranty
Selling appliances, tech or higher-ticket items? If customers need to register a warranty once it arrives, the Thank You flow is the perfect place to prompt it:
Tell them how to register, why it matters, and the repercussions of not doing it promptly. It keeps customers accountable and heads off issues down the track.
Upsell the next big thing
Got more than one product or collection? Your Thank You flow doesn't have to run for just a few days, it can extend for months. Once a customer has owned the product for a while, check in and offer a well-timed upsell:
Ask for feedback
A post-purchase thank you is a great moment to ask for feedback, while the product is still fresh in their minds. If your Klaviyo is integrated with your shipping logistics, time it for five days after delivery, so they've had a chance to enjoy it:
after delivery is the sweet spot: long enough to form an opinion, soon enough that it's still top of mind.
You can offer an incentive for feedback, but choose your wording very carefully:
Use it for service businesses
Many service businesses assume a post-purchase flow isn't relevant with no tangible product to send. Couldn't be further from the truth. Post-purchase emails are a great way to thank customers for visiting and encourage them to rebook. Take a physiotherapy clinic: personalise it further by sending it from the practitioner the customer actually saw:
A note from the person they saw strengthens the relationship, even without physical contact.
The sale isn't the end of the conversation. A good post-purchase flow is where the next one starts.
Let's make your Thank You flow work harder.
We know the value of a post-purchase thank-you flow, and we've seen time and again how a well-structured Thank You makes real differences to loyalty, retention and sales. Ready to get started? Book a free consultation.
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