Cancellation Offers (Cancellation Flow)

This is by far the best retention tool that one can use in order to revert customer's decision to cancel their subscription. Offering a % discount for the next order or a possibility to skip a month when they try to cancel can be a game changer and can turn the uncertain customer to a long-term one. It's all about taking care of your customers

Video tutorial

This works in conjunction with the Cancellation Analytics feature. Setting up a proper cancellation survey is essential here and it will directly be connected to the cancellation reasons you can modify from here. Check the video below for a tutorial on how to set up Churn Suite on your store.

How to set up a special offer on cancellation

From now on, it should be relatively easy for you to set the cancellation offer for the customer who wants to cancel.

For each of the cancellation reasons stated on the page here, you are able to set the unique offer which will be presented to the customer when they try to cancel their subscription and choose a specific reason on the cancellation survey.

In order to better understand the reasoning behind setting up the cancellation flow, let's take the following situation for example:

Customer wants to cancel their subscription because they find it expensive. What can you do?

What you can do in this situation is offer a possible coupon discount for the customer to revert the cancellation, right? To do that, you need to create the offer which will pop up for the customer when they opt to cancel from their customer portal. It could look something like this ...

If you have something like this set up, when your customer tries to cancel, they will be presented with this offer and will be able to keep their subscription if they choose to claim it.

One more important feature to note is that you can offer the option to pause instead of cancelling, which might decrease the churn rate significantly. You can offer a subscription pause on cancellation intent as an alternative to cancelling completely.

And that's how you retained a customer!

Types of cancellation offers

When setting up a cancellation offer, you are able to choose from six different types of actions. Additional explanations of what each one does are below.

Add a tag - Adds a tag to the customer's profile. How tagging works is further explained here.

Apply balance - Applies a credit balance to the customer's profile. The balance is deducted from the customer's next renewal payment.

Skip subscription - Presents the customer with an option to skip a payment or two. You need to make sure that you have skipping enabled on your store. You can enable or disable it from here. You can find more information on how skipping works here.

Pause subscription - You will be able to offer your customers the possibility to pause the subscription if you have pausing enabled for your customers.

Apply coupon - Applies a previously created coupon to the customer's subscription if they claim it on the checkout. You can check how to create coupons here.

Change plan - You will be able to offer your customers the possibility to change their current plan to any of the existing plans that the product has instead of fully cancelling.

Don't forget to double-check our complete Churn Optimization Suite guide! Read more about it here.

Have more questions or simply want to learn more about this feature? Contact our support team