---
title: "Architect Use Case: Post-Purchase"
slug: "architect-post-purchase"
description: "You can have post-purchase journey flow to boost loyalty to your brand, and you can get buyers to buy again."
tags: ["architect post-purchase", "architect use case", "post-purchase journey"]
updated: 2026-01-22T13:15:57Z
published: 2026-01-22T13:15:57Z
canonical: "academy.insiderone.com/architect-post-purchase"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://academy.insiderone.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Architect Use Case: Post-Purchase

You may be creating a lot of journeys to keep your users on track with their subscriptions, purchases, or onboardings. But what about afterward?

It may not always be enough to communicate with your users till they make a purchase or complete an action. You may also want to create a post-purchase to maintain this well-targeted communication and ensure that your users are on a healthy purchase life cycle to:

- Show that you care for your users by simply thanking them for their purchase
- Make sure that they are satisfied with their purchase
- Get feedback on their experience with their shopping or items
- Share more relevant content, such as product recommendations or new collections
- Offer product replenishments based on their previous purchases
- Retain your users and for many other reasons.

You can have this essential journey flow to boost loyalty to your brand, and you can get buyers to buy again.

This article explains the following:

- [Goals](/docs/architect-post-purchase#goals)
- [Requirements](/docs/architect-post-purchase#requirements)
- [Create a post-purchase journey](/docs/architect-post-purchase#create-a-postpurchase-journey)
- [Advanced post-purchase journeys](/docs/architect-post-purchase#advanced-postpurchase-journeys)

## Goals

Thanking your users for their shopping, offering more products, and getting feedback about their experience with post-purchase journeys will enable you to boost your average order value and revenue. Each targeted and converted user will help you:

- Increase average order value,
- Drive purchase frequency,
- Increase active customer revenue,
- Boost retention.

## Requirements

- Your website must have a cart structure where information about cart items is available.
- Cart items and purchase information must be collected. Once your website is mapped by Insider during your onboarding, Insider starts to collect this information by default. This does not require any additional integration.
- You must implement the [Web SDK](https://academy.insiderone.com/docs/insider-web-sdk-integration-guide) for the cart items and purchased items to be tracked.
- Before starting to use any channel in your journeys, integrations for the respective channels should be completed. Depending on the channels you want to use in your journeys, additional integrations might be required.
- In case you need to have some custom events, you need to create them and pass them to Insider.
- If you have a mobile app, you must have the [SDK](https://academy.useinsider.com/docs/developer-guide-mobile-sdks) Integration implemented.

your title goes hereRead more on the [implementation guide](/docs/advanced-implementation-guide).

## Create a post-purchase journey

You can create a post-purchase journey to thank your users for their purchase, ask for their feedback, and offer recommendations or new collections.

#### Consumer Electronics, Cosmetics, Fashion Retailer, Home & Furniture, Restaurant & Delivery

Suppose that a user named Jane buys a jumpsuit from your brand and becomes a first-time buyer. You want to increase her purchase frequency by promoting other products she might be interested in. You **wait for three days** after her purchase and check if she is reachable on the Web Push channel.

- If she is, you send a **web push notification** to direct her to your new collection.
- If she is not, you send an **email** with several items from your new collection.

#### Airlines, OTA - Hotels & Accommodation

Once a user is converted, it is also crucial to get feedback on their experience with your brand. Let's say Edwin books a room from your agency. Now is the perfect time to ask for his feedback to improve your services. You **wait for three days** and check if he is reachable by **email**.

- If he is, you send an **email** encouraging him to leave some comments. In this case, you may also offer discounts for his next bookings.
- If he is not, you send a **rich web push notification** that acts as a survey with its **call-to-action** buttons.

### 1. Select a starter

Post-purchase is a real-time scenario, and it requires immediate interaction with the user.

**On** **Event** starter tracks user events and takes them immediately on the journey when the users perform the specified event. You can select the **purchase** event to take users on a journey when they make a purchase.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/13cce668-26e9-42f5-9202-ff6f9c517d55.png)

On event starter considers every platform to take users (e.g., website, mobile app, offline data passed from CRM, etc.). You can have custom events for different scenarios such as booking, watching series, etc.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/67da670a-d163-48e5-8e75-56929e6b2e7b.png)

If you have any extra conditions or segments to take users on the journey, you can add an optional segment filter to control if they meet your condition. For example, you can target the users who made a purchase and visited more than 10 product pages in the last seven days.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/15e82349-e2f6-4f9e-9c5f-ad5c2adecdb9.png)

### 2. Add flow logic

Before sending a message, you can check if users are reachable on that channel. If not, you can try another channel on another path. Besides, you can use Next Best Channel to increase the possibility of engagement.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/8c638718-cd2a-4405-a531-d3cf27ae20f8.png)

your title goes hereRead more about [Check Reachability](/docs/what-is-check-reachability) and [Next Best Channel](/docs/what-is-next-best-channel).

After sending a post-purchase message, you can check if the users complete your desired goal. You can add a **Wait** element to give users some time and can add the **Check** **Conditions** element to check if they perform the specified action in the given duration. This logic helps you send more relevant and contextual messages by branching the journey flow into different paths.

For example, you can have a custom attribute for positive or negative responses on a feedback form or a custom event for submitting the feedback form. You can also ask users to join your loyalty program or subscribe to your newsletter in your post-purchase message. You can check if they complete any of these actions in the given duration.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/a2ea4b1c-4de3-44d9-af03-04874a56efe4.png)

your title goes here**The sign-up** event requires a system rule setup. You can contact the Insider One team for further details.

You can select the **standard** **segments** to filter users.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/e56e1e43-9f46-45c7-94c3-343eddc78e98.png)

your title goes hereRead more about the [wait elements](/docs/what-is-wait-element) and [Check Conditions](/docs/what-is-check-conditions).

### 3. Create content

After deciding how you want to continue with the communication for your post-purchase journey, you can design your content for email, [SMS](https://academy.useinsider.com/docs/architect-sms), [app push](https://academy.useinsider.com/docs/architect-app-push), [web push](https://academy.useinsider.com/docs/architect-web-push), [Facebook](https://academy.useinsider.com/docs/architect-facebook-custom-audiences), [on-site](https://academy.useinsider.com/docs/architect-onsite), and [in-app](https://academy.useinsider.com/docs/architect-inapp) channels.

- You can send a post-purchase email with a **complementary** or **ancillary** product.
- You can send a **thank** **you** message for purchasing.
- You can show personalized **recommended** **products** by the **purchased together** algorithm on the website.
- You can get **feedback** from your users to know their shopping experience.
- You can add the last purchased item information into the content.

| Personalization | Description |
| --- | --- |
| last_purchase_date | Last purchase date |
| last_purchase_amount | Last purchased amount |
| last_purchased_product_name | Name of the last purchased product |
| last_purchased_product_url | URL of the last purchased product |

your title goes hereYou can use **last_purchased_product_url** only if the **content from event parameters** option is activated. Contact Insider One team to activate it. 

In addition to that, you can use information of the last 8 purchased items in your [Email](https://academy.useinsider.com/docs/architect-email) and [Call an API](https://academy.useinsider.com/docs/architect-call-an-api) channels.

Your title goes herePurchased items are populated by event parameters. Contact Insider One team to enable the **Cart/Browsed/Purchased Items from Event Parameters** option for your account.

| Personalization | Description |
| --- | --- |
| Purchased Item Name (1,2,..,8) | The item name |
| Purchased Item URL (1,2,..,8) | The item’s page (product page link) |
| Purchased Item Image (1,2,..,8) | The item’s image link |
| Purchased Item ID (1,2,..,8) | The ID of product |
| Purchased Item Price (1,2,..,8) | Updated price according to your currency settings in the Inone (e.g. 19,9 or 19,99 dollars) |
| Purchased Item Formatted Price (1,2,..,8) | Price according to Inone currency settings with 2 decimals (e.g. 19,90 or 19,99 dollars) |
| Purchased Item Original Price (1,2,..,8) | Undiscounted price if there is a discount (e.g. 19,9 or 19,99 dollars) |
| Purchased Item Original Formatted Price (1,2,..,8) | Undiscounted price if there is a discount with 2 decimals (e.g. 19,90 or 19,99 dollars) |
| Purchased Item Quantity (1,2,..,8) | Quantity of the same purchased item |
| Purchased Items' Currency | Item currency |
| Total Purchased Item Count | Total purchased item count |
| Total Purchased Amount | Total purchased item value |
| Total Purchased Item Kind | Number of different purchased items. Also used for Display Conditions to show more or less rows in the email content. |

Read more on [Dynamic Content](/docs/personalized-content).

Your title goes herePurchased items are automatically grouped based on user's same last purchase transaction.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/a00a6a78-d63b-420f-957d-563a3c9aacc5.png)

Your title goes hereAlternatively, you can directly add event parameters of the purchase event to your content once you complete the necessary integrations to send events and their parameters from your platforms (website, mobile app).

#### Email

You can utilize and customize ready-to-use confirmation email templates placed on the template selection screen.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/Screenshot%20at%20Oct%2017%2017-29-13.png)

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/5cc69412-1efd-4fc7-b62a-cd5ae604fcae.png)

#### In-App

You can have a survey in your app via the in-app channel.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/84cdd0dc-a397-43f1-a091-cf4e27353eab.png)

#### SMS

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/0e086e72-2129-46a0-82e2-f9fcf40c3286.png)

## Advanced Post-Purchase Journeys

You can move your journey to an advanced level by checking user behavior and interactions.

your title goes hereRead more about [Check Conditions](/docs/what-is-check-conditions).

You can use predictive segments to filter **Active Customer** users by the Check Conditions element. So that you can show more exclusive offers with your post-purchase message.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/5ac94104-71ea-4c66-8914-36bbe8acbd73.png)

You can tag users based on their feedback responses after they make a purchase. You can add the **Update** **User** **Attribute** element to the journey flow and update their **purchase experience** attribute value as "good" or "bad".

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/9f2b4987-3bd8-4440-a139-f452665ea327.png)

your title goes hereRead more about [Update User Attribute](/docs/update-user-attribute). 

You can pass this valuable information to your CRM with the users' email addresses or phone numbers via the Call an API channel.

your title goes hereRead more about [Call an API](/docs/what-is-call-an-api).

You can update a static segment by adding the respective users.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/6bdc1b58-1a25-464d-8cd8-7244888bc73a.png)

You can also set an [entry capping](https://academy.useinsider.com/docs/journey-entry-capping) for your journey to not bother users with constant messaging.

You can [set special goals](https://academy.useinsider.com/docs/journey-goals) beside **purchase** for the users who enter the post-purchase journey (e.g. ride booking, redeeming coupons, buying a particular product, etc.). You can have a custom event to set goals or you can use default events as well as their event parameters.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/Screenshot%20at%20Oct%2016%2019-23-41.png)

You may have a cross-selling journey beside the post-purchase journey. To not overwhelm users by sending messages via two journeys at the same time, you can let users exit the post-purchase journey by setting an [exit criteria](https://academy.useinsider.com/docs/exit-criteria-for-journeys).

The users who enter the cross-selling journey can exit the post-purchase journey immediately or vice versa.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/Screenshot%20at%20Oct%2016%2019-24-55.png)

You can [check multiple **reachabilities**](https://academy.useinsider.com/docs/what-is-check-reachability) on channels for users at the same time and you can lead them to the corresponding path.

![](https://cdn.document360.io/c6df4583-da94-4cb2-bb8a-be0cbdd11109/Images/Documentation/c70a8830-6138-49b2-b0f2-3c129ab75542.png)

## Related

- [Architect Use Case: Cart Abandonment](/architect-cart-abandonment.md)
- [Architect Use Case: Browse Abandonment](/architect-browse-abandonment.md)
- [Architect Use Case: Welcome/Onboarding](/architect-welcome-onboarding.md)
- [Architect Use Case: Cross-Selling](/architect-cross-selling.md)
- [Architect Use Case: Birthday](/architect-birthday.md)
- [Architect Use Case: Lead Generation](/architect-lead-generation.md)
- [Architect Use Case: Install](/architect-install.md)