Order Refunded → Create Coupon

Use Case

When a customer receives a refund, you want to offer them a discount to come back and try again. This turns a potentially lost customer into a future opportunity.

Common scenarios:

• Win-back discount after product return
• “Try again” coupon for unsatisfied customers
• Store credit instead of cash refund
• Goodwill gesture for inconvenience
• Re-engagement incentive

Step-by-Step Setup

1. Create a New Workflow

Navigate to Sequensy → Workflows in your WordPress admin and click Add New Workflow.

Name your workflow “Refund Win-Back Coupon” or “Try Again Discount”.

2. Configure the Trigger

Select Order Refunded as your trigger.

Useful filters:

• Refund Reason: Target specific reasons (size issues, changed mind)
• Products: Specific products with alternatives
• Order Total: Scale discount to original spend
• Refund Type: Full refunds only

3. Set Up the Create Coupon Action

Configure your win-back coupon:

4. Deliver With Empathy

Chain a Send Email action:

Subject: We're sorry it didn't work out—here's 20% off

Hi {billing_first_name},

We've processed your refund for order #{order_id} and we're
sorry this purchase didn't work out.

We'd love a chance to make it right. Here's 20% off your
next order:

Code: {coupon_code}
Expires: 30 days

If there's anything we could have done better, we'd love to
hear from you—just reply to this email.

We hope to see you again soon.

Warm regards,
The {site_name} Team

5. Test Your Workflow

1. Enable the workflow
2. Create a test order and complete payment
3. Process a refund on the order
4. Verify coupon was created
5. Check email delivery and tone

Pro Tips

Empathy first: Acknowledge the issue before offering a discount. Don’t seem desperate.

Right discount level: Too small feels insulting after a refund. 15-25% shows you value them.

Ask for feedback: Use this opportunity to learn why they returned.

Consider alternatives: Sometimes a different product suggestion is more valuable than a discount.

Win-Back Strategies

By Refund Reason

Tiered by Original Order

Email Templates

Size/Fit Issue

Subject: Let's find your perfect fit

Hi {first_name},

We're sorry the sizing wasn't quite right. Getting the perfect
fit can be tricky!

Here are some resources that might help:
- Size guide: {size_guide_url}
- Free virtual fitting: {fitting_url}

Plus, here's 20% off to try again: {coupon_code}

Need help choosing? Reply and our style team will assist.

Quality Concern

Subject: We hear you—and we're making it right

Hi {first_name},

Thank you for letting us know about the quality issue with
your recent order. That's not the experience we want for you.

We take quality seriously and have shared your feedback with
our team.

Please accept 25% off your next order as our apology:
{coupon_code}

We hope you'll give us another chance to impress you.

General Dissatisfaction

Subject: We're sorry—let us make it up to you

Hi {first_name},

We're sorry your recent purchase didn't meet your expectations.
Your satisfaction means everything to us.

We'd love the chance to do better. Here's 20% off your next
order: {coupon_code}

If you have a moment to share what went wrong, we'd really
appreciate the feedback: {feedback_url}

Thank you for your patience.

Tracking Win-Back Success

Track coupon redemption to measure win-back rate:

Troubleshooting

Coupon not created?

• Verify refund was processed
• Check workflow is enabled
• Review coupon settings

Wrong discount amount?

• Check discount type setting
• Verify merge tag values
• Review tiered conditions

Customer didn’t receive email?

• Check spam folders
• Verify email action configured
• Test email delivery system