Win back cancelled subscribers: Subscriptions docs

A cancelled subscriber already knows and likes your product, so they are often the easiest customers to win back. Chargezen gives you the pieces to do it: an automation that follows up after a cancellation, a discount, a link that restarts the subscription in one tap, and a welcome-back message when they return. Most of it is built in Subscriptions → Billing & automation → Workflow automations.

Follow up after a cancellation

Create a workflow

In Workflow automations, choose Create workflow and name it, for example "Win-back after 14 days".

Pick the event

Choose + Add event and select Subscription is cancelled. Under When should this run?, choose After a delay and set the days. Delays can be up to 30 days.

Leave out people who came back

Add the condition Customer has no active subscriptions, so customers who already restarted don't get the message.

Add the actions

Add Send email or Send text with your win-back message. To give a reason to return, add Add discount with a Shopify discount code.

Set it to Active and save

In the Summary, set Status to Active and choose Save. Draft workflows don't run.

Send more than one message

Create a second workflow on the same event with a longer delay and a bigger offer. Each workflow checks its conditions when it runs, so subscribers who came back after the first message are skipped.

Give them a one-tap way back

In Subscriptions → Customer experience → Quick actions, create a quick action with one of these actions and the Campaign condition:

Reactivate cancelled subscription
Reactivate cancelled subscription & apply discount code
Reactivate cancelled subscription & add one-time product

Put the link in a Klaviyo or SmartyTap email or text. The subscriber restarts without signing in. See Quick actions.

Other ways subscribers come back

From their portal: the Restart subscription action, when you allow Reactivate subscription in Self-Service Permissions.
From your team: open the contract in Subscriptions → Manage → Contracts and choose Reactivate subscription. Pick the next charge date and whether to email the customer.
Before they leave: a pause or discount offer in the cancel flow. See Cancellation offers and reasons.

Welcome them back

The default workflows Restarted email and Restarted text run on Subscription is reactivated, and Store alert: restarted tells your team. Edit the message in Emails & SMS (the Restarted Subscription template). You can also build your own workflow on Subscription is reactivated, for example to Add one-time product as a thank-you gift.

See what's working

Subscriptions → Analytics → Dashboards shows Reactivated subscriptions on the Subscriptions tab and Reactivated subscribers on the Customers tab, so you can compare periods before and after a new win-back message.

Troubleshooting

My win-back email didn't go out

Check that the workflow is Active, that the email template has content, and the workflow's Last run and Errors columns. A customer who restarted before the delay ended is skipped by the Customer has no active subscriptions condition.

Can I wait longer than 30 days?

A single workflow delay can be up to 30 days. For later outreach, send a campaign to cancelled subscribers with a reactivate quick action.

Win-backs: how Chargezen brings former subscribers back.
Glossary: subscriber reactivation, voluntary churn, churn rate.