What is the difference between a refuser and an occasional user?
A refuser is a non-customer who told the studio why they left, so the offer leads with what has changed and a free return class, not a discount. An occasional user drifted after low or sporadic use with no clear refusal, so the offer is flexibility, a class pack or a free week.
How do you use this on your own list?
Paste the lapsed and cancelled member list into the tool on the home page. It sorts every non-customer into the three tiers, lifts out the still-paying silent lapse first, holds back a no-consent row and lists it, and drafts a dated win-back sequence with a different offer per tier, then an illustrative ranking of which tier to work first.
Which rules sit behind the consent gate?
The consent, sender-identity and unsubscribe obligations are held and stated on the rules page, per framework for Australia and the United States, each cited to its clause.
Frequently asked questions
What if the reason on the row is blank?
A blank reason is not treated as a refusal. The member is tiered on the attendance evidence and marked "no reason given", which is why the tool cleans the reasons column before it tiers.
Why does the refuser offer avoid a discount first?
Because a member who left over service or a schedule is not won back by a price cut. The refuser sequence leads with what has changed since they left and a free return class, with no discount in the first message.
Related answers
- How do I tell a freeze from a cancellation on my member list?
- Can I email lapsed members without consent?
- Why is a member who is still paying and not coming a billing fix?