> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # High-Value Customers Unengaged on Email, Ecwid > High-Value Customers Unengaged on Email: top spenders who have not opened or clicked email in 90 days. How to read it, why it matters, and how to act on it. **Card class:** [Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Ecommerce Platform](/nerve-centre/connectors#connectors-by-type) > Your best customers who have gone quiet in the inbox, before they churn. ## At a glance > A cross-channel card that joins Ecwid customer spend with email-engagement data to surface your highest-value customers who have not opened or clicked any email in the last 90 days. It is an at-risk-revenue early warning. A top spender who stops engaging with email is often weeks away from lapsing entirely, and winning back an existing best customer is far cheaper than acquiring a new one. The card combines Ecwid with an email marketing connector, matching customers on email address. | | | | --------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | The number of high-value Ecwid customers (top spenders by lifetime or trailing value) who show zero email opens and zero clicks across the trailing 90 days in the connected email platform. | | **API endpoint** | Ecwid side: `GET /v3/{store-id}/customers` and `GET /v3/{store-id}/orders` (OAuth2 with `read_customers`, `read_orders`). Email side: engagement events from the connected email marketing connector. The two are joined by Vortex IQ on email address. | | **How "high-value" is set** | Ranked by customer spend (lifetime or trailing window) from Ecwid order history; the top cohort is treated as high-value. The cut-off is configurable per merchant. | | **How "unengaged" is set** | No recorded open and no recorded click in the email platform over the trailing 90 days. A customer with a single open is engaged for this card's purpose. | | **What it excludes** | Customers with no email address on file (cannot be matched); customers who have unsubscribed (a separate state from unengaged); customers below the high-value cut-off. | | **Currency** | Number. The card counts customers; the spend that makes them high-value is shown per row in the store currency, but the headline metric is a count. | | **Time window** | `90D` (engagement lookback). | | **Alert trigger** | `>10 top spenders unengaged 90d`. | | **Sentiment** | Inverse gauge. Sensitive card; a rising count is bad, and the alert is the headline. | | **Roles** | owner, marketing. | ## Calculation Calculated automatically from your Ecwid data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example **A UK hobby seller of artisan coffee running an Ecwid widget on a WordPress blog, with a connected email marketing tool. Reading taken 20 May 26, 90D engagement lookback.** The seller has a small but loyal base of repeat buyers. The card joins their Ecwid spend to email-engagement history and surfaces the top spenders who have gone silent in the inbox. | Customer (masked) | Lifetime spend | Orders | Last order | Last email open | Status | | --------------------- | -------------- | ------ | ---------- | --------------- | -------------- | | j\*\*\*\*@gmail.com | £640 | 14 | 02 Feb 26 | 28 Jan 26 | unengaged 90d+ | | s\*\*\*\*@outlook.com | £580 | 11 | 18 Jan 26 | none in 90d | unengaged 90d+ | | m\*\*\*\*@icloud.com | £515 | 9 | 24 Feb 26 | 19 Feb 26 | unengaged 90d+ | | r\*\*\*\*@gmail.com | £470 | 8 | 09 Feb 26 | none in 90d | unengaged 90d+ | | ...8 more rows | | | | | | ```text theme={null} High-value cohort: top spenders by lifetime value Unengaged filter: no open AND no click in trailing 90 days Count of high-value AND unengaged = 12 Trigger is >10. Alert FIRES. ``` **What it means.** Twelve of the seller's best customers, several with double-digit order counts, have stopped engaging with email even though several ordered as recently as February. These are not lost yet; they are drifting. The combined exposure (the sum of their value) is the slice of loyal revenue most at risk over the coming quarter. **The playbook.** 1. Segment these twelve out of the main list and send a dedicated win-back, not the standard newsletter they are already ignoring. A personal "we miss you, here is 15% on your usual" tends to outperform a generic blast. 2. Check whether silence means switched channel, not lost customer. A buyer who still orders (last order Feb) but never opens email may simply prefer to buy direct; a light-touch SMS or a thank-you note in the next parcel can re-open the line. 3. Verify deliverability. A cluster of "none in 90d" can mean emails are landing in spam rather than being ignored; check the email connector's deliverability signals before assuming disinterest. 4. Track the count down. As win-back sends land opens and clicks, customers drop off this card, which is the success metric. The card exists because spend and engagement live in two different tools. A small seller would never manually cross-reference fourteen orders against ninety days of email opens; the join does it and flags only the customers worth a personal effort. ## Sibling cards merchants should reference together | Card | Why it matters next to this card | What the combination tells you | | ------------------------------------------------------------------------------------------------------- | -------------------------------- | --------------------------------------------------------------------------------------------------- | | [Total Revenue (30d)](/nerve-centre/kpi-cards/ecwid/total-revenue-30d) | The spend backdrop. | Sets the revenue context the high-value cohort sits inside. | | [Repeat Customer Rate](/nerve-centre/kpi-cards/ecwid/repeat-customer-rate) | The loyalty base. | A falling repeat rate plus a rising unengaged count is an early churn signal across the whole base. | | [Repeat Purchase Rate](/nerve-centre/kpi-cards/ecwid/repeat-purchase-rate) | Behaviour view. | Confirms whether unengaged customers are still buying or have stopped ordering too. | | [Total Customers](/nerve-centre/kpi-cards/ecwid/total-customers) | The denominator. | Puts the at-risk cohort in context; 12 of 80 best customers is a different story than 12 of 8,000. | | [Orders to Email Campaign Attribution](/nerve-centre/kpi-cards/ecwid/orders-email-campaign-attribution) | Channel value. | If email drives meaningful revenue, losing these openers is directly costly. | | [New Customers (30D)](/nerve-centre/kpi-cards/ecwid/new-customers-30d) | Acquisition balance. | Win-back of a lapsing best customer is cheaper than replacing them with new acquisition. | | [Revenue at Risk](/nerve-centre/kpi-cards/ecwid/revenue-at-risk) | The money view. | Quantifies the spend tied up in the disengaging cohort. | ## Reconciling against Ecwid **Where to look:** > **Ecwid Control Panel (`my.ecwid.com`) -> My Sales -> Customers** > Sort by total spend to confirm the high-value ranking. Ecwid shows order count and total spent per customer, which is the spend half of this card. This is a cross-channel card, so the comparison also draws on your **email marketing connector**. The engagement half (opens and clicks over 90 days) lives in that platform's reporting, not in Ecwid. To fully reconcile a row, check the customer's spend in the Ecwid Control Panel and their open / click history in the email tool's contact or subscriber view. The card reconciles against BOTH dashboards. **Why our number may differ from the two source dashboards:** | Reason | Direction | Why | | ----------------------------- | ------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Email match** | Ours lower | Customers whose Ecwid email does not match an email-platform contact (typo, different address, guest checkout email) cannot be joined and are excluded. | | **High-value cut-off** | Either | Our top-spender threshold is configurable; Ecwid's customer list is unranked, so the cohort boundary is something we apply. | | **Unsubscribed vs unengaged** | Ours lower | We treat unsubscribed as a separate state; the email tool may lump unsubscribed and unengaged together in some views. | | **Engagement window** | Boundary days | Our 90D lookback uses UTC; the email platform may report engagement in its own time zone, shifting a few edge-case opens. | | **Sync lag** | Marginal | A very recent open may not have synced from the email connector yet. | **Internal identity:** `ecwid_high_value_unengaged = count(customers WHERE high_value AND no_open_no_click_90d)`, joined on email address between Ecwid and the email marketing connector. ## Known limitations / merchant FAQs **Does this work without an email marketing connector?** No. This is a cross-channel card; the engagement half comes from a connected email platform. Without one, Vortex IQ knows your customers' spend but not whether they open email, so the card cannot compute. **A best customer ordered last month but shows as unengaged. Is that wrong?** No, and it is the most useful row on the card. Buying and opening email are different behaviours. A customer who still buys but never opens email may simply prefer to buy direct; you may want to reach them another way rather than keep emailing into silence. **Why are some of my top spenders missing from the count?** Three usual reasons. They opened or clicked at least once in the 90 days (so they count as engaged), they have no matchable email address between the two systems, or they unsubscribed (a separate state we exclude). The first means they are fine; the others are matching gaps. **What is the difference between unengaged and unsubscribed?** Unsubscribed means they opted out; you should not email them. Unengaged means they are still subscribed but ignoring you. This card targets the unengaged, who are recoverable; it deliberately excludes the unsubscribed. **The count seems low given my list size. Why?** The card only looks at high-value customers, not your whole list. A large list of low-spend subscribers who never open will not appear here; only your best customers who have gone quiet do. That focus is the point. **Could a deliverability problem cause a false spike?** Yes, and it is worth checking. If a batch of customers all show "no opens in 90d" suddenly, your emails may be landing in spam rather than being ignored. Check the email connector's deliverability signals before launching a win-back campaign. **How is high-value decided?** By spend ranking from Ecwid order history, lifetime or over a trailing window, with a configurable cut-off. You can tighten or loosen the cohort to match how exclusive you want "high-value" to be for your store. **How quickly does a customer drop off this card after re-engaging?** On the next sync after they record an open or click in the email platform. A successful win-back send that earns a single open moves them from unengaged to engaged, and they leave the count. **Does a guest checkout with an email count?** Only if that email matches a contact in your email platform and the customer meets the high-value spend threshold. Many guest checkouts use one-off emails that never join an email list, so they often cannot be matched. *** ### Tracked live in Vortex IQ Nerve Centre *High-Value Customers Unengaged on Email* is one of hundreds of KPI pulses Vortex IQ tracks across Ecwid and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. 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