Journey 4 · Live bidder: in-auction and loss recovery: Review Pack
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Journey 4 · Live bidder: in-auction and loss recovery · Review packPack version: 15 Oct 2026, 10:39 (London) · source of truth: J4/content.json

The decisioning matrix

Journey 4 · Activate / Grow
Turn losing bidders into returning bidders

The live-auction experience and the loss moment become one owned journey: real-time status while the auction runs, a clear explanation of what happened at the close, one education email, one recovery message at day three, and silence for the customers who come back on their own.

This journey’s strategy
An auction only works when losing feels fair. Give every loser a straight account of the close, then one reason to bid again, drawn from their own loss history.
  1. Three moments we own: while the auction runs, the close, and the three days after.
  2. Live status while the auction runs; a straight account at the close, with what the seat sold for.
  3. One lesson their own loss history supports, one recovery message at day three, and silence for those who return on their own.
Open the Product brief: every close screen, today beside what is proposed
▶ Watch the customer experienceOpen full screen

The film of this journey as the customer receives it: every segment, outcome and channel state, with the change and the evidence at each moment. The static walkthrough below carries every change in full beside its evidence.

The static walkthrough

The same journey with every moment on screen at once: each change, its evidence and its full logic, moment by moment below.

Eleven live defects sit under this journey, seven in delivery and four in the app itself. They shape every proposal below. Each one, with what it does, who it reaches, owners and code references: the delivery fixes and app defects sections of the Engineering brief.

ValidatedAnalytics validation requiredData / build outstanding

Choose the viewEvery change redraws the walkthrough below: one traveller, one channel state, one ending, one phase.

The D pins: the data the changes need

The pins on the walkthrough above mark the data each change needs, coloured by the sort of ask: COMPUTED TRAIT · ANALYTICS APP AND JOURNEY OWNED NEW EVENT · ENGINEERING BUILDS EXISTS · PIPE TO BRAZE READY · NOTHING TO BRIEF. Tap any pin, anywhere in the pack, for what it is. The full contracts live on the Engineering brief, the computed traits on the Analytics brief.

PinWhat it isThe askWhere it stands
D1close_reason, on the auction-closed eventEXISTS · PIPE TO BRAZEPartly live in braze
D2returned_within_7dCOMPUTED TRAIT · ANALYTICSBuildable today
D3rfm_power_userREADY · NOTHING TO BRIEFLive in braze
D5Auction close timeREADY · NOTHING TO BRIEFLive in braze
D6is_currently_winningREADY · NOTHING TO BRIEFLive in braze
D7Knocked-out event, with party size and remaining inventoryREADY · NOTHING TO BRIEFLive in braze
D8Lock-screen enablement and start-token reachabilityAPP AND JOURNEY OWNEDApp and journey owned
D9Journey-ownership flag and per-auction cap counterAPP AND JOURNEY OWNEDDoes not exist yet
D10Upgrade availability for this party sizeREADY · NOTHING TO BRIEFLive in the backend
D11support_contact_since_closeCOMPUTED TRAIT · ANALYTICSDoes not exist yet
D12Route alert plus original travel dateREADY · NOTHING TO BRIEFBuildable today
D13Seat count and price at the closeREADY · NOTHING TO BRIEFLive in braze

Who walks through this journey

The volumes behind the walk: how many customers take it, split by who they are and what we can reach them on. These numbers prioritise what gets built first.

WhoPush onlyEmail onlyPush and emailLive Activities onNo marketing channelAll channels
Losing bidders at the close, each month6,8701,1554,454TBC3,56516,043 a month
New customers, first auction NEW CUSTOMERTBCTBCTBCTBCTBC195,627 have lost once
of those, leisureTBCTBCTBCTBCTBC68,276
of those, business travelTBCTBCTBCTBCTBC31,770
Returning customers RETURNINGTBCTBCTBCTBCTBC162,438 have lost before
of those, leisureTBCTBCTBCTBCTBC81,201
of those, business travelTBCTBCTBCTBCTBC25,570
Neither register fits: mixed or unclassified travel segmentTBCTBCTBCTBCTBC151,248, of which 86,781 have no segment at all
Power users, suppressed from recoveryTBCTBCTBCTBCTBC10,313 across both registers
On Avanti routes, so Standard Premium is offerableTBCTBCTBCTBCTBC12.6% of auctions
On every other operator, so the route watch renders insteadTBCTBCTBCTBCTBC87.4% of auctions
Everyone who loses a bidTBCTBCTBCTBCTBC159,053 a year
Monthly entry and channel split: six-month average, genuine competitive losses only. The loser population below is the all-time count of everyone who has ever lost a competitive auction (358,065), crossed by travel segment and power-user status, so it sizes the registers rather than the monthly flow. A quarter of it is unclassified for travel segment, which caps how far the register split can be trusted. The 159,053-a-year figure is an older annual pull on a wider basis; reconciling the three is an open Analytics action. Source: Analytics (Ivi), 2 Sep 2026.
81% of customers quit after one loss, so roughly one in five first-loss customers returns unaided. Power users are the exception at 98% organic return within 90 days, which is why recovery is suppressed for them.
Working detail
The decisioning matrix, the source of truthReferenceToday's live sends, the registerThe moment map, all journeysContact & orchestration, the policy and the engineThe comms playbookHow we work with agents
Pack version: 15 Oct 2026, 10:39 (London)