Cancellation offers and reasons: Subscriptions docs

When a subscriber starts to cancel, Chargezen can ask why and then show one offer that fits the answer: a discount, a pause or a longer pause. Many people who cancel only need a break or a better price. Offers are set up in Subscriptions → Customer experience → Cancellation offers. The reasons customers choose from are set up in the customer portal settings.

Set up cancellation reasons

Open the cancellation flow

Go to Subscriptions → Customer experience → Customer Portal, choose Customize on your portal and open the Cancellation flow tab.

Turn the reason list on

Under Cancellation reasons & retention strategy, the line Cancellation reason flow is currently enabled (or disabled) shows the state. Choose Enable to ask customers why they are cancelling.

Add your reasons

Choose Add cancellation reason, or Edit on an existing one. In Edit Cancellation Reason, fill in Subscription Cancellation Reason (what the customer picks), Custom message for cancellation options (shown above the offer) and Custom message for cancellation confirmation. Both messages accept HTML.

Order and save

Use the up and down arrows to put the most common reasons first, then save.

Create a cancellation offer

Start an offer

In Cancellation offers, choose Create offer.

Choose what customers get

Pick Discount, Pause or Extended pause and fill in the amount, code or number of days.

Write the message

Add a Title and Message, or leave the message empty to use the suggested wording.

Choose who sees it

Under Who sees it, choose the reason it is for and any minimum orders or subscription value.

Preview and save

Use Customer picked in the top bar to preview the offer as a customer who chose each reason, on desktop or mobile. Then choose Save.

Turn offers on

Back on the list, choose Turn offers on. The banner then reads Customers see offers when they cancel.

Offer options

Option	What it does
What customers get	Discount: a discount code is applied to their subscription. Pause: their subscription pauses, then resumes on its own. Extended pause: a longer break for customers who need more time.
Discount type	Percentage or Fixed amount, then Percentage off or Amount off.
Discount code	The code applied when the customer accepts, for example SAVE10. Create the code in Shopify under Discounts first, with the same amount off.
Pause length in days	For pause offers. The subscription resumes on its own after this many days.
Title and Message	What the customer reads. Leave the message empty to show the suggested one, such as "Get 20% off your next order." or "Pause for 30 days, then your subscription resumes."
Show for	All reasons, or one cancellation reason. An offer for a specific reason is shown instead of an offer for all reasons.
Minimum orders placed and Minimum subscription value	Only subscriptions with at least these see the offer. Leave them empty to show it to everyone.
Offer name	Only you see it. Customers see it as the title when the offer has none.
Show this offer to customers	On by default. Turn it off to keep the offer without showing it.
Priority	When several offers match, customers see the one with the highest priority. Starts at 0.

Offer statuses

Active: customers can see it.
Off: kept, but not shown.
Not shown: the offer can't be accepted as set up, for example a discount offer with no code.

Use Turn off for an offer customers have already seen, so its history stays. Delete is for offers no customer has seen yet.

What customers see

In their account, customers choose Cancel subscription, answer Why are you canceling?, and then see Before you go with your reason's message (or Would one of these work better for you?) and the best matching offer. They can choose Accept offer or No thanks, cancel. Accepting shows Your discount was applied or Paused until the resume date. Customers can always finish cancelling.

Who can cancel

Whether customers can cancel on their own is set in Settings → Subscriptions → Self-Service Permissions, row Cancel subscription. See Customer portal.

Troubleshooting

Customers don't see my offer

Check the banner on the list: offers must be turned on.
Check the offer's status is Active, not Off or Not shown.
An offer for one reason only shows to customers who pick that reason. Use Customer picked to check.
Minimum orders or subscription value may be filtering the customer out.

The customer saw "Unable to apply offer"

The discount code probably doesn't exist in Shopify, or doesn't apply to subscription orders. Create it in Shopify under Discounts with the same amount off, then try the offer again.

Two offers match. Which one shows?

An offer for the customer's reason wins over one for all reasons. After that, the highest Priority wins.

Cancellation prevention: how Chargezen helps subscribers stay.
Glossary: save rate, voluntary churn, pause subscription.

Cancellation offers and reasons