How to send a win back campaign in Punchpass

Build your win back list

A win back list has two groups: customers who canceled, paused or stopped coming in the last six months, and people who signed up or tried you but never bought. One report finds most of both.

Past customers

1. Open Reports, and under Attendances choose Customers Zero Attendance. Admin level users can open it on every plan.
2. Use the calendar picker at the top right to pick a recent stretch, such as the last four weeks, then click Set Range. Everyone who did not attend in that stretch is listed.
3. Read the Last Attendance column. Keep people whose last visit falls in the six months before your range. A blank means they never attended, so they belong with your leads.
4. Tick the people you want and click Email Selected Customers, or export the report. The export includes each customer's email address.

Paused memberships have their own list under Reports, then Memberships, then Paused. The help pages describe no list of canceled memberships, so the report above is how you find people who canceled.

Leads who never joined

The help pages show no separate leads list. People who made an account but never came in appear on the zero attendance report with a blank Last Attendance. For people who used a free or intro pass, filter the Expired & Full Passes report by that pass. It shows each customer's name and expiry date, so check it against who has bought since.

Start with the most recent

If the list is long, email the people whose last visit was in the last two months first, then months three to six. People who left recently are the easiest to bring back.

Send the three emails

From the report, tick your customers, click Email Selected Customers, write your message and click Send. Each person gets a separate email and cannot see the others. Punchpass also sends your company email a summary listing every recipient. Avoid Email All Customers on the Active Customers list, since it goes to everyone.

• Save the three emails as templates first under Manage, then Settings, then Email Templates. Templates can insert each customer's name. Preview & Test, then Send Test Email, sends a copy to you only. Pick the template when you send.
• Replies go to the Email address in Company Settings, under General Settings, so watch that inbox. The help pages do not name the address the emails come from.
• The help pages do not describe scheduling an email for later, so send each email by hand on its day.
• Reports, then Client Messages, keeps every email you sent by hand, with basic delivery and open figures.
• Customers marked unsubscribed get no marketing emails from Punchpass, though receipts and reminders still go out. To mark someone yourself, open their Info tab, click Edit Info and tick Mark as unsubscribed.

Send the two texts

Punchpass's support library, feature pages and pricing page do not describe sending texts. Its WhatsApp option is a chat button on your public pages for customers to message you, not a way to message a list. Send the Day 3 and Day 8 texts from the tool you already use, only to customers who agreed to get texts.

• The Mailchimp and MailerLite syncs leave out phone numbers. To get numbers out, export a list such as Customers, then New Customers. The file arrives by email as CSV, XLS or PDF.
• The help pages describe no text consent field, so keep your own record of who agreed, and stop texting anyone who asks.

Your ten day plan in Punchpass

The five messages, ready to fill in, are on the win back email templates page. Paste the three emails into Punchpass templates before Day 1.

Can Punchpass run it for you?

Partly. Each Punchpass automation sends one email when something happens. None sends a series, and none sends texts.

• Come Back Expired Pass emails a customer a set number of days after a pass expires or fills, or a membership ends, if they have not bought again. Expired Pass Reminder emails right when it happens.
• Inactive New Customer emails people who made an account but did not book or buy within the days you set.
• Find them under Manage, then Settings, then Automations, or Manage, then Passes, then Automations, as some articles put it. Click Get Started, write the email, choose Enable, set the days, pick the passes and memberships, and click Save Automation.
• Both expired pass automations skip passes that expired before you created them, so they cannot reach your last six months. Run this campaign by hand and let them catch future lapses.
• Grow allows 3 automations, Flow allows 10 and Pro has no limit. They were listed at $59, $99 and $149 a month on the pricing page in October 2026.

See who came back

• Ask your front desk to note anyone who mentions your code word, and watch your company inbox for replies that use it.
• On Day 10, run the zero attendance report again with your original start date. Anyone on your list who no longer appears attended during the campaign.
• Reports, then Customer Attendance Summary, set to the campaign dates, shows who did attend and their Last Attendance.
• An archived customer who buys a pass moves back to the Active list on their own.

Watch out for

• No shows and late cancels do not count as attendance, so those customers stay on the zero attendance report. The export marks them in No Show and Late Cancel columns.
• With family accounts, children get their own rows. Turn on Hide Children to see adult customers only.
• Archived customers get no emails sent to your active list or from automations, and they do not sync to Mailchimp. To include one, open Customers, then Archived, click their name and click Make Active Again.
• Unsubscribes do not sync between Punchpass and Mailchimp in either direction. Remove unsubscribed customers in Mailchimp before you send.
• The pricing page in October 2026 lists Mailchimp and MailerLite on Flow and Pro, though an older Mailchimp article says all plans. Check yours under Manage, then Settings, then Integrations.
• Each pass or membership offer can have only one automation. If Expired Pass Reminder uses your membership, Come Back Expired Pass cannot.

Sources

• Customers Zero Attendance report (Punchpass)
• Reengaging inactive customers (Punchpass, April 2025)
• Emailing your customers (Punchpass, April 2025)
• Pausing a membership (Punchpass, August 2024) and Canceling a membership (Punchpass, November 2024)
• Changing multiple memberships (Punchpass)
• Expired and Full Passes report (Punchpass, June 2024)
• Seeing archived customers (Punchpass, May 2026) and Archiving customers in bulk (Punchpass, June 2026)
• Exporting customer lists (Punchpass, April 2025)
• Creating email templates (Punchpass, April 2025) and Sending a newsletter (Punchpass, January 2025)
• General settings (Punchpass, July 2025)
• Unsubscribing customers from emails (Punchpass, April 2025) and Customers not receiving emails (Punchpass, December 2025)
• Connecting Mailchimp (Punchpass, May 2025) and Connecting MailerLite (Punchpass, April 2026)
• WhatsApp messaging (Punchpass) and Connecting other apps (Punchpass, May 2025)
• Setting up automations (Punchpass, April 2026)
• Come Back Expired Pass automation and Expired Pass Reminder automation (Punchpass, August 2026)
• Inactive New Customer automation (Punchpass, December 2024)
• Marketing features (Punchpass)
• Punchpass pricing (Punchpass, seen October 2026)