At-risk customers and recovery emails

Process Wholesale marks a wholesale customer (B2B customer) as at risk when their most recent wholesale order is more than 45 days old, and lists them on the At-risk customers page. From that page you can send each customer a "Ready to place your next order?" recovery email with your store name as the sender. Open the page from Analytics > Customers > Take action on the Professional plan. At-risk customers are also called lapsed, inactive or churning customers, and the email is a win-back or reorder reminder.

How a customer becomes at risk#

A customer is at risk when both are true:

• Process Wholesale has recorded at least one wholesale order from the customer. A wholesale order is an order that received a Process Wholesale discount.
• The customer's latest wholesale order was recorded more than 45 days ago.

The clock starts at the customer's latest wholesale order. Only wholesale orders reset it: an order without a Process Wholesale discount does not. There is no upper limit, so a customer whose last wholesale order was two years ago stays on the list. Customer tags are not checked, so a customer who no longer has the B2B tag can still be listed.

Example. Today is November 11, 2026.

The At-risk customers page#

The page title is At-risk customers, with the subtitle "Customers that have not placed an order in 45+ days". Analytics at the top returns to the Analytics page.

• Sorting: Oldest last order first, so the customers who have waited longest are at the top. The order cannot be changed.
• Rows: Every at-risk customer is listed on one page.
• Search: Search customers... matches any part of the name or email address, ignoring capitalization.
• Filter: Recovery email status filters by the status of the latest recovery email: Not sent, Sent, Failed or Opened. You can pick several. Failed matches no customer, because an email that could not be sent is not recorded. The applied filter shows as "Status: All" or, for example, "Status: Not sent, Sent".
• Empty page: "No at-risk customers" with "All your wholesale customers have placed orders within the last 45 days." With a search or filter that matches nobody: "No customers found" with "Try changing the search term or filters" and Clear search.

Send a recovery email#

1. In Shopify admin, open the Process Wholesale app and select Analytics.
2. Select the Customers tab.
3. On the At-risk customers card, select Take action.
4. Check the box next to each customer you want to email. Use the filter Recovery email status > Not sent to find customers you have not emailed yet.
5. Select Send recovery emails.

The emails are sent right away. Process Wholesale then shows one of these messages and reloads the list:

What your customers see#

The customer receives an email from your store name. The sending address is alerts@processwholesale.com.

In English, the email reads:

• Subject: "Ready to place your next order?"
• A greeting with the customer's name, or "Hi there," when the name is unknown
• A note that it has been a while since their last order, and a suggestion to restock
• A Shop Now button that opens your store's home page
• An invitation to reply with questions, for updated pricing or for help with the next order
• "Best regards," followed by your store name

The email has no discount code. You cannot edit the text.

Recovery email languages#

Process Wholesale writes the email in your store's primary language, not the customer's language. Translated versions exist for English, Spanish, French, German, Italian, Portuguese, Dutch and Japanese. Any other primary language gets the English email. When the customer's name is unknown, the greeting uses the English word "there" in every language.

Recovery email statuses#

The status always reflects the latest email. Sending a new email to a customer whose status is Opened sets it back to Sent. When an email cannot be sent, the customer keeps their previous status, and the failure shows only in the message after sending.

Limits and things to know#

• No limit on resending. Process Wholesale does not stop you from emailing the same customer again, even the same day. Check Recovery email status before sending.
• Customers need an email address. A customer without one is counted as failed.
• The 45-day threshold is fixed. You cannot change it.
• Only wholesale orders count. A customer who keeps buying without a Process Wholesale discount stays at risk.
• History starts at install. Orders placed before Process Wholesale was installed do not count, so a long-standing customer can look at risk based on recent orders only.
• Uninstalling deletes the recovery email history together with order history.
• Professional plan. The Take action link appears only on the Professional plan, where the Customers tab shows real data.

Troubleshooting#

Frequently asked questions#

How many days before a wholesale customer is at risk?#

More than 45 days. A customer is at risk when their latest wholesale order was recorded more than 45 days ago.

Can I change the recovery email text or add a discount code?#

No. The recovery email text is fixed and has no discount code.

Who is the recovery email from?#

The sender name is your store name and the sending address is alerts@processwholesale.com. If your store has no name, the sender is "Process Wholesale".

Where do replies to a recovery email go?#

To alerts@processwholesale.com, not to you. Customers who want to reach you need your store's own contact details.

Can I send recovery emails on a plan other than Professional?#

No. At-risk customers and recovery emails are part of full analytics on the Professional plan.

Related articles#

• Wholesale analytics: metrics, definitions and export
• Which orders count as wholesale orders
• Wholesale customers and customer tags explained
• Process Wholesale plans and what each plan includes

Plans: Professional · Last verified November 11, 2026 · View this page as Markdown