Marketing Campaigns

Marketing campaigns (broadcasts) are your marketplace’s direct line to its customer base: one-off email, SMS, or push sends targeted at precise slices of your customers. The platform maintains nine customer segments automatically from real ordering behavior, so targeting “lapsed customers” or “VIPs” is a selection, not a data export — and consent and anti-fatigue rules are enforced on every send without you thinking about them.

Where to find it

Dashboard → Settings → Marketing → Broadcast (/configuration/marketing-campaign/list) in your admin dashboard. Requires an admin or co-admin account.

Sending a broadcast

1. Open Dashboard → Settings → Marketing → Broadcast and create a new campaign (the form is at /configuration/marketing-campaign/add/new).
2. Pick the channel — email, SMS, or push — and write the message. Fit the medium: push is a single line with a tap-through, SMS is short and has per-message cost, email carries detail and imagery.
3. Choose the audience — the whole base, or one of the nine segments below.
4. Send or schedule. Results flow into the campaign report.

Run campaigns per vertical moment

A marketplace’s calendar has more hooks than a single store’s: a new merchant onboarding, a vertical launch, a city-wide event. Pair the moment with the right segment — announce a new grocery vertical to active customers, and save discounts for at-risk and lapsed.

The nine built-in segments

Segments are computed automatically and stay current — no list building:

Segment	Who’s in it
VIP	Your very best customers
High spender	Customers with high total spend
High AOV	Customers with a high average order value
Repeat	Customers who keep coming back
At-risk	Good customers whose ordering is tailing off
New	Recently acquired customers
Active	Currently ordering customers
Most active	The most frequent recent orderers
Lapsed	Customers who’ve stopped ordering

The first five are behavior tags, the last four lifecycle stages. For a marketplace operator the highest-ROI sends are usually at-risk (intervene before churn) and new (drive the second order — the biggest drop-off point in any marketplace funnel).

A starter playbook

Send	Segment	Channel	Message
Second-order push	New	Push	Land within days of the first order — the make-or-break moment of the funnel
Win-back	Lapsed	SMS or email	A concrete reason to return — pair with a coupon code
Pre-churn nudge	At-risk	Push	Light touch — a new merchant or vertical, not yet a discount
Vertical launch	Active	Push	”Groceries are live in your area” to people already opening the app
VIP recognition	VIP	Email	Early access or previews — status costs less than discounts

The discipline that pays: never spend discount margin on active customers (those orders were coming anyway). Spend it where behavior needs changing — at-risk, lapsed, and new.

Consent and message fatigue

Two protections apply automatically to every broadcast:

• Per-channel consent — customers control which channels may market to them. An SMS opt-out simply isn’t sent the SMS; you never filter for consent manually.
• Per-customer cooldown — a cooldown between campaigns prevents any one customer from being hit repeatedly in a short window, even when several campaigns’ audiences overlap. This protects your sender reputation and your unsubscribe rate at scale.

When the goal is converting a specific customer with a personal offer, use a voucher campaign instead — broadcasts announce, vouchers convert.

Measuring results

• Campaign report — Dashboard → Reports at /reports/marketing-campaigns: delivery and engagement per campaign.
• Segmentation dashboard — /reports/segmentation-dashboard: the distribution of your customer base across the nine segments and how it shifts over time.

Treat the segmentation dashboard as a marketplace health gauge, not just a targeting tool: a swelling lapsed segment or a shrinking repeat segment is a retention problem showing up before it hits your order volume.

Troubleshooting

Symptom	Try this
Some customers weren’t reached	Expected — opted-out customers and those inside the cooldown window are skipped automatically
SMS delivered fewer than email	SMS needs a phone number plus SMS consent; compare per-channel delivered counts in the campaign report
Engagement is weak	Tighten the segment-message fit — a blast to everyone almost always loses to two targeted sends
Need to reach one individual customer	Broadcasts target segments; use a voucher campaign for individual offers
Campaign volume feels capped	The per-customer cooldown spaces sends by design — stagger campaigns rather than stacking them on the same audience
Need an automated, recurring send	Broadcasts are one-off — for behavior-triggered automation use a voucher autopilot campaign

Related: Voucher campaigns · Coupons · Communications · Reports