Frequently asked questions.

Retrics is a customer-intelligence and retention workspace for D2C Shopify brands. It reads your store's own order history, tells you which customers are drifting away and why, and drafts the messages to bring them back — which you review and send.

No. This is the most important thing to understand about how Retrics works. Retrics drafts — it does not send. When a customer looks overdue or at risk, Retrics writes a suggested message and puts it in front of you. Nothing reaches a customer until you approve it and either send it or hand it off to your email tool.

We built it this way on purpose. You know your brand voice, your promotions, and your inbox reputation better than any model does. Retrics does the pattern-finding; you keep the send button.

Read-only access to three things through the Shopify Admin API: orders, customers, and products. That is enough to reconstruct each customer's purchase history and cadence, which is what the retention math runs on.

We do not read payment credentials, card numbers, or checkout sessions, and we do not write anything back to your store. Access is read-only.

No. Retrics uses the Shopify Admin API only. You do not need to install a theme app, add script tags, or connect Point of Sale. If your orders and customers live in Shopify, Retrics can work — whether those orders came from your online store, POS, wholesale, or a headless storefront.

Retrics runs as a standalone workspace at retrics.ai, not embedded inside the Shopify admin. You connect your store once through Shopify's OAuth, then work in the Retrics dashboard. Billing still runs through Shopify (see below), but the day-to-day happens in your own Retrics workspace.

For each customer, Retrics learns a personal purchase cadence from their own order history — how often they typically come back — and compares where they are now against that rhythm and against the store-wide natural-return baseline. A customer who is well past their own usual gap, in a store where few customers return unprompted at that point, scores as at-risk.

It is worth being precise about what this is: an observational, correlational estimate, not a causal one. Retrics measures who tends not to come back, given the patterns in your history. It does not claim to know that a given customer will churn, and it does not model the cause of any one person's silence.

It is the rate at which lapsed customers come back on their own, with no message from you at all. In our own backtests that floor sits around 2.7% for a typical window — meaning a meaningful slice of “won-back” customers would have returned regardless.

Retrics uses the floor as the honest baseline. A win-back is only worth counting if it beats what would have happened anyway, and the floor is how we hold the math to that standard.

The second-order window is the period right after a customer's second purchase — the moment a one-time buyer is deciding whether to become a repeat customer. In our validation, customers flagged by the predictive model during this window returned at roughly 3.2 times the rate of unflagged customers in the same window.

Read that carefully: 3.2× lift is a lift in the flag's precision — the flagged group is a much richer pool to focus attention on. It is not a promise that a message triples anyone's likelihood of returning. It tells you where to spend your effort, not what a campaign will earn. The uplift a campaign actually produces is a separate question, measured by holdout (below).

No. Risk scores, return probabilities, and revenue estimates are statistical instruments. We show the methodology — including the natural-return floor and holdout measurement — precisely so you can judge the numbers rather than take them on faith. Decisions about your business stay with you.

With a holdout. When you run an intervention — a win-back or an overdue nudge — Retrics can hold back a randomized slice of the eligible customers and send them nothing. Recovered revenue is the difference between what the messaged group did and what the untouched holdout group did. Only the gap above the holdout counts.

That is the honest way to do it. Attributing every subsequent purchase to your message would overstate the effect, because some of those customers (roughly the natural-return floor) would have come back on their own. The holdout subtracts that floor out.

Because that would take credit for the natural-return floor. Some lapsed customers return on their own schedule no matter what you send. Counting them as “recovered” inflates the ledger and makes it impossible to know whether your retention effort is actually working. The holdout is what separates real, incremental revenue from coincidence.

The predictive flags validate on their own — the second-order window result above came from historical backtesting, not from a live intervention. But intervention flags, like overdue and win-back sends, are only trustworthy when measured against a holdout at send time, because that is the only way to net out the natural-return floor. Retrics is built to keep those two things distinct.

Today, you export an approved, segmented audience with the drafted copy as a CSV, then send from whatever email or SMS platform you already run. You stay in control of the channel, the deliverability, and the final wording.

Native handoff is rolling out by plan tier — a Klaviyo integration and other native ESP connections are on the near-term roadmap, so approved segments can flow straight into your sending tool without the CSV step. Until then, CSV export works with any platform.

CSV export works everywhere — Klaviyo, Mailchimp, Sendlane, Omnisend, Attentive, or anything that imports a list. Native, one-click handoff (starting with Klaviyo) is rolling out by tier. If a native connector for your platform isn't live yet, the CSV path covers you in the meantime.

Yes, always. Drafts are starting points. Edit the copy, adjust the segment, or discard a suggestion entirely. Nothing is locked, and nothing sends without your explicit action.

Retrics has three plans — $49, $199, and $799 per month — that scale with store volume and add features like native ESP handoff. The current details are on the pricing page.

Yes. New workspaces start on a free trial so you can connect your store, see your own retention picture, and judge the numbers before paying.

Paid plans are billed through Shopify's billing system, at the price shown on the pricing page when you subscribe. It appears on your regular Shopify invoice — no separate card entry with us.

Cancel any time from Shopify. Access continues to the end of the current billing period, and fees are non-refundable except where required by law. There is no cancellation call and no retention gauntlet.

Store data is processed and stored with vetted cloud infrastructure providers under data-processing agreements, with restricted and audited production access. We honor Shopify's protected-customer-data requirements and its mandatory redaction and erasure webhooks. Full detail is in the privacy policy.

No. We do not sell your data, your customers' data, or any derived audiences — ever. Your store's history is processed only to run the product for you. Only aggregated, non-identifiable statistics are ever used to improve or describe the service.

Retrics minimizes exposure of raw personal data — customer email addresses are hashed for internal matching and analytics, and we read only the fields the retention math needs. Model inputs and outputs from your store are not used to train models for other customers.

We honor access, portability, and erasure requests where GDPR or CCPA apply, and we respond to verified requests within 30 days. Retrics is a data processor acting on your instructions as the store owner. See the privacy policy for the full description of rights and how to exercise them.

Disconnect your store, uninstall the app, or ask us to delete your workspace, and we remove your store's data from production systems within 30 days. We also honor Shopify's mandatory data-erasure and customer-redaction webhooks automatically, so individual-customer deletions are respected without you filing a ticket.