When someone visits your site, we find their email almost immediately. We then wait 15 minutes (the default, which can be adjusted) before sending you their contact information. This delay is to ensure we don’t send over someone who identifies themselves on your website (ex. sign up, make a purchase, etc.) during their visit.

Once the 15 minutes is up and we have sent you their contact information you will be able to see them on your Dashboard, Contacts tab and in the ESP you've integrated with.

Your emails will be ready to reach their inbox as soon as they join your Retention list.

We don’t collect contacts that you’ve already identified, including:

No revenue is attributed to these contacts.

Suppression is the term we use for any scenario where you want to prevent Retention.com from identifying and collecting contacts. For more information on suppression, read here.

Grow Revenue

Retention.com attributes revenue only when a contact we identified returns to your site and makes a purchase after at least 12 hours. Any orders placed within the first 12 hours after we send you their contact information will not be attributed to Retention.com.

Why? If someone visits your site with the intent to purchase, we don’t claim credit for that sale.

For example, if a visitor lands on your site at 9:00 AM and makes a purchase before 9:00 PM, we do not attribute that revenue to Retention.com.

Since Retention.com is not strictly an acquisition channel and isn't always the last touchpoint, our attribution may differ from analytics platforms like Google Analytics, which use last-touch, non-direct attribution.

Reclaim Revenue

Reclaim revenue is tracked directly from your ESP’s abandonment flows. Currently, we can display Reclaim revenue only for Klaviyo users, leveraging their tested attribution models. We plan to expand this tracking to other ESPs in the coming months.

You can measure your ROI in both Retention.com and your ESP.

Lifetime ROI is the total impact we’ve had on your business since starting with us. This data comes from combining the value of orders placed from any net new contact we have added to your mailing list (what we call your Grow Contacts), as well as any revenues reported from your Abandonment Flows (known as your Reclaim Flows)*. This is a ROAS style calculation that also factors in the amount that you’ve paid for your subscription.

Grow contact revenues are tracked when one of these leads places an order after 12 hours and our revenue tracking script captures their order during checkout.

Reclaim Abandonment revenues are tracked directly from your Klaviyo account (data lags behind Klaviyo by about 24 hours).

These sections report revenue generated during the time period selected in the date picker:

Reclaim Flow breakouts come from your Retention abandonment flows (Checkout Started, Add to Cart, Viewed Product, and/or Category Views).*

The Grow Contacts breakdown includes total revenues that have come from Net New R! contacts that made a purchase either from an email flow or campaign, or returned to your site later to make a purchase. We wait 12 hours before claiming any purchases from these leads.

Please note that the Meta Audience on its own does not contribute to tracked revenu.

Cumulative Revenue is a combined total of both your Grow and Reclaim revenues:

Our Meta integration enhances retargeting by pushing a custom audience into the platform, allowing brands to retarget more website visitors for a longer period than Meta’s pixel alone. This expands audience size and can improve campaign efficiency, but tracking performance of this audience is ultimately in your hands. Facebook’s reporting tools make it tricky to isolate performance unless the audience is placed in its own dedicated ad set. However, success may vary depending on your brand’s ROAS and campaign goals.

To effectively evaluate impact, you may want to consider using a multi touch attribution tool and/or testing this audience in separate ad sets and comparing its performance against other targeting strategies.

Note that the Meta audience number in your R! Dashboard reflects total contacts identified and not unique contacts. In other words, this total number includes repeat site visitors and as a result, the custom audience total you see in Facebook will be a smaller number.

To get a clear picture of how well our contacts are performing for your brand, we recommend creating a segment in your ESP for all of the contacts we’ve added to your list in order to evaluate the LTV of these leads.

In Klaviyo, attribution is tracked using their last touch attribution model, which attributes revenue based on a 5-day interaction window for email (opens or clicks) and 24 hours for SMS unless those settings are manually changed. For more details on Klaviyo's attribution tracking, click here.

For more details on how to analyze your ROI in your ESP, contact your Client Success Manager or whiteglove@retention.com.

*Please note that we can currently only show Reclaim revenue for Klaviyo users.