Agent Case Study · DTC Supplements
One-time buyers,
turned into regulars
A DTC supplements brand on Shopify had a five-figure customer base and a repeat-purchase problem: people finished the bottle, meant to reorder, and drifted. We plugged in the Resubscription Engine — per-customer reorder timing with one-tap checkout links — and repeat revenue became something the store does, not something the founder remembers to campaign for.
Industry
DTC supplements (Shopify)
Company size
~15 employees, 5-figure customer base
Region
United States
Time to live
2 weeks
Client details anonymized under NDA — industry, size band, and timeline are accurate; identifying details are not shared.
Where they started
The challenge
The numbers told a familiar DTC story: strong first-order economics, weak second-order behavior. Fewer than a quarter of customers ever bought twice — not because the product didn't work, but because nothing reminded them at the moment it mattered. A monthly newsletter and the occasional sale blast landed either too early to be relevant or weeks after the customer had already replaced the product with whatever Amazon suggested.
The founder had tried fixed Klaviyo flows — an email 30 days after every purchase. But a 30-day timer treats the daily user and the occasional user identically, so half the reminders arrived while the bottle was still half full. Reminders that misjudge timing don't just get ignored; they train customers to ignore you.
The build
What we built
01Cadence modeling per customer
The engine ingested two years of order history and modeled each customer-product pair: bottle size, purchase intervals, seasonal wobble. The daily-user's ping lands on day 27; the every-other-monther's on day 55.
02One-tap reorder, not a homepage link
Each email and SMS carries the customer's own products in a prefilled cart — one tap to checkout, Shop Pay ready. No browsing, no hunting for the right size.
03Suppression and caps first
Anyone who ordered recently, opened a support ticket, or unsubscribed is suppressed automatically. Hard frequency caps meant the brand's send volume actually dropped while revenue rose.
04Winback ladder for the lapsed
Customers two cycles past due entered an escalating ladder — reminder, best-seller social proof, then a founder-approved offer as the final step. Most came back before the discount stage.
Ninety days later
The results
The founder's Monday dashboard now opens with reorder revenue the store generated by itself over the weekend. Both headline numbers landed inside the ranges we publish for this engine — 15–25% reorder rate on reminders, 20–40% repeat-revenue lift — and the send volume went down, not up: fewer, better-timed messages beat the blast calendar the brand used to run.
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