₹1 Lakh Store
⌘K
GETTING STARTED
FIND — Get an Idea
VALIDATE — Hit PMF (Phase 3)
UNIT ECONOMICS — First (Phase 4)
SCALE — Build to ₹1L/mo
    • Post-Purchase Flow
    • Delivery Tracking Setup
    • Review Generation SOP
    • 1-Star Recovery Playbook
    • Loyalty Program Design
    • Referral Loop Builder
    • Repeat Purchase Triggers
    • Customer Delight Moments
    • NPS & CSAT Framework
    • WhatsApp Support SOP
AI & AUTOMATION
ANALYTICS & DATA
FINANCE
TOOLS & CALCULATORS
RESOURCES
  1. SCALE — Build to ₹1L/mo
  3. Post-Purchase Flow

11 — Customer Ex

Post-Purchase Flow

What happens AFTER the order is placed determines if customers come back. A silent post-purchase experience is the #1 reason Indian D2C brands lose customers. Every touch-point is a chance to build trust — or break it.
Order ConfirmationShipping UpdatesDelivery Follow-upRetention Triggers

4

Touch-points

Minimum post-purchase messages

<2hr

First Message

Time to confirm order

5-7 Days

Follow-up

Post-delivery check-in

30%+

Repeat Rate

Target with good CX

Post-Purchase Flow Timeline

1

Order Confirmed

Within 2 hours of purchase

2

Shipping Update

When order is dispatched

3

Delivery Confirmation

Same day as delivery

4

7-Day Follow-up

Check satisfaction + review request

Touch-point Details & Timing

Touch-pointTimingChannelPriority
Order ConfirmationWithin 2 hoursWhatsApp + EmailCritical
Shipping NotificationWhen dispatchedWhatsApp + SMSCritical
Out for DeliveryDelivery day morningWhatsAppHigh
Delivery ConfirmationSame day eveningWhatsAppHigh
7-Day Follow-up7 days after deliveryEmail + WhatsAppHigh
Review Request7-10 days after deliveryWhatsAppMedium
Reorder Incentive21-30 days after deliveryWhatsApp + EmailMedium
DO — Post-Purchase Best Practices

Send order confirmation within 2 hours — it reassures the customer

Include tracking link in every shipping update — reduces 'where's my order' queries

Personalize delivery confirmation — use customer's first name

Ask for feedback before review — catch problems early

Time reorder offers to product usage cycles — not arbitrary dates

Result: 30%+ repeat rate within 90 days

DON&apos;T — Post-Purchase Mistakes

Go silent after order — customers assume the worst

Send only email confirmations — 90% of Indian customers prefer WhatsApp

Ask for review before product arrives — feels spammy and desperate

Bombard with offers immediately — wait at least 7 days

Use generic templates — personalize with product name and order details

Result: High churn, low trust, 1-star reviews

Post-Purchase Flow Checklist