Every customer journey after purchase.
Automated end to end.
Meridian Nutrition's Shopify store was processing orders fine. Everything after that — delivery updates, reviews, reorders, loyalty, returns — was manual, inconsistent, or simply not happening. We fixed all of it.
$3.2M in revenue. 28,000 customers.
Almost no post-purchase strategy at all.
Meridian Nutrition produces and sells a range of premium health supplements — protein blends, micronutrient stacks, and sleep formulas — direct to consumer through their Shopify store. At the time they came to Amroar, they had $3.2M in annual revenue, 28,000 active customers, and a 30-day product supply cycle that made the reorder window almost entirely predictable.
The acquisition side of their business was functioning well. Paid ads converted. The product was genuinely good — refund rates were low and when customers did leave reviews, they were positive. But the post-purchase experience was almost entirely Shopify's default: an order confirmation, a shipping notification, and then silence.
No day-seven review request. No usage tips for new customers. No reorder nudge timed to when a 30-day supply would actually run out. No loyalty mechanism that rewarded customers who'd bought three or four times. Returns were handled by a CS rep replying to emails one by one. And the subscription product — which should have been their most reliable revenue channel — had a 38% monthly cancellation rate because nobody was managing the relationship after sign-up.
They were spending heavily to acquire customers and almost nothing to keep them. The automation we built reversed that economics without adding headcount.
Six things that should have been
running. None of them were.
Each of these gaps was costing Meridian revenue. Combined, they explain why their customer acquisition cost was effectively much higher than their reported numbers — because they were buying customers they weren't retaining.
From order placed to loyal repeat buyer.
Every step mapped and automated.
The full post-purchase journey, from the moment Shopify fires the order webhook to the 60-day win-back sequence. Every touchpoint timed to the customer's actual product lifecycle, not arbitrary email schedules.
Shopify at the centre.
Every tool receives exactly what it needs.
Shopify is the source of truth. Every automation starts from a Shopify event — order placed, order shipped, order count milestone, subscription created, return initiated. No polling. No manual triggers.
Four systems. One connected
customer experience.
Five weeks of build, including one week of A/B testing the review request timing (day 5, 7, and 10) before committing to day 7 as the optimal window for this product category.
Fulfilment + post-delivery education flow
ShipStation was already connected to Shopify for fulfilment — but the delivery confirmation webhook wasn't being used for anything. We wired it into Klaviyo so that every confirmed delivery triggers the appropriate post-purchase sequence based on whether the customer is a first-time buyer, a returning customer, or on a subscription.
First-time buyers receive a three-part email sequence: a delivery confirmation with unpacking tips on day zero, a usage and dosing guide on day two written in plain language rather than supplement marketing copy, and a "how is it going?" check-in on day five. Returning customers receive a shorter single email acknowledging it's not their first time and pointing them to any product updates. The content branches on order count — one Klaviyo flow, multiple personalised paths.
Review flow + Gorgias negative review routing
The review request fires via Klaviyo at day seven post-delivery — a single plain-text email, no imagery, no promotional language. Just the customer's name, the product they bought, and a direct link. When a review is submitted, a Shopify webhook fires. Four or five stars: Klaviyo sends a loyalty points confirmation and a social sharing prompt. Three stars or below: Gorgias creates a CS ticket immediately, with the review text, the customer's order history, and a suggested response pre-populated — the CS rep needs only to review and send.
This routing meant that negative reviews became a proactive retention opportunity rather than a delayed discovery. Average response time to a low-star review dropped from 2.8 days (when someone noticed) to under 90 minutes.
Recharge subscription save flows + failed payment recovery
The 38% monthly subscription churn was the most expensive single problem in the business. We built three flows inside Recharge that worked in concert with Klaviyo. When a subscriber initiates a cancellation, they're offered a skip-month option before the cancellation is confirmed — presented as a feature, not a guilt trip. Approximately 22% of cancellation attempts converted to a skip instead.
Failed payment retries were the second issue. Recharge's default retry logic was running but no communication was attached to it. We added a Klaviyo sequence: an SMS on the day of failure, a friendly email on day two, and a direct link to update payment details. Recovery rate on failed payments went from 31% (Recharge's automatic retry alone) to 58% with the communication layer added.
Loop Returns self-serve portal
Returns were taking an average of 4.5 CS emails per case — a customer emailing in, a rep asking what the issue was, a back-and-forth about refund vs exchange, and then manual processing. We replaced the entire flow with Loop Returns: a self-serve portal linked from every order confirmation email and the tracking page. Customers select the item, the reason, and whether they want a refund or exchange. Loop generates the return label, emails it to the customer, and updates the Shopify order automatically.
CS ticket volume dropped 44% in the first month. The remaining CS tickets are complex issues that genuinely need a human — not "how do I return this?" The CS team went from processing returns to handling complaints, feedback, and relationship management. A significantly better use of their time.
What changed after go-live.
Measured across the first six months post-launch, compared to the equivalent prior period. Revenue figures from Meridian's Shopify analytics and Recharge subscription dashboard.
Seven tools. One customer journey.
You're spending to acquire customers
you're not keeping.
Tell us what happens after someone buys. We'll show you exactly where the revenue is leaking and what it costs to fix — in 30 minutes, before you commit to anything.
Shivam or Sonam on the call. Not a junior consultant.