# Ask customers who never came back why

> Customers who never complained and never came back often know what to fix. Connect Shopify and Klaviyo, ask Claude to find first-time buyers from 3 to 12 months ago who never reordered, returned or contacted support, and draft a short three-question email with no discount. Send it, read every answer, and use it to decide what to fix.

Type: Play (a chance to grow)
Run it: Twice a year
Source: https://gooseworks.ai/playbooks/ask-lapsed-customers-why-they-never-returned

## 1. Connect

Give your AI assistant read-only access to Shopify and Klaviyo.

## 2. Ask

```text
Find first-time customers from 3 to 12 months ago who never ordered again, never returned anything and never contacted support. How many are there? Draft a short, honest 3-question email asking why, with no discount attached.
```

## 3. Act

Send it. Read every answer. Use it to decide what to fix, not to claim a result.

## Steps

1. Connect Shopify and Klaviyo read-only through a Claude connector or MCP server, or export orders, returns and support contacts and upload them.
2. Ask the playbook prompt to count these quiet customers and draft the short three-question email.
3. Check that the list excludes people who unsubscribed, returned items or already got a win-back offer.
4. Send the email to the segment, with no discount attached, and read every reply.
5. Use the answers to choose what to fix, not to report revenue. Re-run twice a year.

## What it tends to find

1,100 good first-time buyers never came back and never got in touch. (Illustrative example, not a result from a named store.)

## Watch out

This guides decisions. Don't report it as revenue.

## FAQ

### Why not offer a discount in the email?

A discount changes why people reply and attracts bargain answers. A plain, honest question gets more useful feedback about what kept them from buying again.

### What should the three questions ask?

Keep them short and open. For example: what you hoped for, whether the product met it, and what would bring you back. Claude drafts a version you can edit.

### Can I count the replies as revenue?

No. This guides decisions about what to fix. If a fix later lifts repeat orders, measure that separately against last year or a held-back group.

### Can I send this prompt to ChatGPT or Muse?

Yes. Any assistant that can read your orders, returns and email list, including ChatGPT, Grok or Muse, can run it, connected or from exported files.