Use this article to configure and deploy a Winback Promo on DoorDash's Commerce Platform (DCP). A dollar-off discount code designed to bring back customers who have not placed an order within a defined time window. This article covers how the Winback Promo works, which channels it applies to, and how to pair it with Custom CRM (Customer Relationship Management) outreach for maximum reactivation results.
How the Winback Promo Works
The Winback Promo is the anchor reactivation incentive on DoorDash's Commerce Platform (DCP). Most other traffic tactics — including Google Food Ordering (GFO), the Smart Button, and CRM outreach — ultimately direct lapsed customers to this same Winback Promo code.
Note: For guidance on when to use a Winback Promo versus other promo formats and goal-based types, see "Choosing the Right Promo Code Type and Format for Your Goal."
Winback Promo Details
The Winback Promo includes the following features and constraints:
Dollar-off discount — commonly $5
No minimum subtotal required
Valid on Storefront, Mobile App, and Google Food Ordering (GFO)
Targets customers who have not ordered within a defined lapse window — 90 days is the standard window
One redemption per customer
Merchant-funded: you cover the cost of the discount
Pairing the Winback Promo with Custom CRM
To maximize reactivation results, pair the Winback Promo with Custom CRM (Customer Relationship Management) by targeting a narrow audience segment based on order recency rather than your full customer list.
Audience Segmentation
Segment your CRM audience by order recency — for example, customers with no order in the past 60–90 days — and send the Winback Promo code directly to that group.
Important: A well-targeted Winback Promo send should reactivate more than 10% of the lapsed customers it reaches. Sending the Winback Promo to a broad, untargeted list will perform significantly below that threshold.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com.