Follow up on old / inactive customer who ordered goods / products / services from a number of years ago.
Thank you very much for your order of [Product] from us [number] years ago. [Years have gone by and we are very keen to get some feedback about your user experience with the [Product]. [Are you still using the [Product] or have you been trying any alternative [Product]?] / [We have been informed that you have switched to another supplier. Do they provide better products offering / services?]
[We note that you have not been purchasing from us since [date]. Did something go wrong? Were you not happy with the last product you purchased? Did you receive bad customer service? Was the price too high? Or just simply you haven’t needed any of our products recently? Whatever the reason, we would love to find out.]