Churn Offers Configuration
Create retention offers to prevent membership cancellations
Create targeted retention offers based on why customers want to cancel.
How Churn Offers Work
When a customer initiates cancellation, they're asked for a reason. Based on their response, you can show specific offers designed to address their concern and retain them.
Offer Types
Discount Price
Offer a percentage or fixed discount on future charges
Change Frequency
Offer to switch to less frequent billing
Store Credits
Reward with store credits to use on purchases
Cancellation Reasons
Configure offers for each cancellation reason:
| Reason | Suggested Offer |
|---|---|
| "It's too expensive" | Discount or store credits |
| "I have enough items" | Pause or change frequency |
| "I don't use it enough" | Discount or frequency change |
| "I'm using another service" | Competitive discount |
| "I don't need a subscription" | Store credits |
| "Problems with my order" | Store credits + support contact |
| "I couldn't find products I liked" | Product recommendations |
| "I'm having technical problems" | Support contact |
| "Other" | General discount offer |
Setting Up Churn Offers
Navigate to Settings
Go to Subscribfy → Settings → Churn Offers tab.
Add a Cancellation Reason Group
Select a cancellation reason from the dropdown to create a new offer group.
Add Offers to the Group
Click Add an Offer and choose the offer type:
- Discount the subscription price
- Change the subscription frequency
- Reward with store credits
Configure Each Offer
Set the specific details for each offer type.
Save Changes
Click Save to activate your offers.
Offer Configuration
Discount Price Offer
Reduce the subscription price to retain the customer.
| Field | Description |
|---|---|
| Offer Name | Display name (e.g., "Stay for 20% off") |
| Discount Type | Percentage or Fixed amount |
| Discount Value | Amount or percentage to discount |
| Duration | Number of billing cycles the discount applies |
| Description | Explanation shown to customer |
Example configuration:
- Name: "Stay with us for 25% off"
- Type: Percentage
- Value: 25%
- Duration: 3 cycles
- Description: "We'd hate to see you go! Enjoy 25% off your next 3 months."
Change Frequency Offer
Let customers reduce their billing frequency.
| Field | Description |
|---|---|
| Offer Name | Display name |
| New Frequency | New billing interval to offer |
| Description | Explanation shown to customer |
Example configuration:
- Name: "Switch to quarterly billing"
- New Frequency: Every 3 months
- Description: "Get charged less often with quarterly billing - same great benefits!"
Store Credits Offer
Reward with credits they can use in your store.
| Field | Description |
|---|---|
| Offer Name | Display name |
| Credit Amount | Store credit value to give |
| Description | Explanation shown to customer |
Example configuration:
- Name: "Get $20 store credit"
- Credit Amount: $20
- Description: "We value your membership! Here's $20 to use on your next purchase."
Best Practices
Offer Flow Example
Here's how a customer experiences the churn offer flow:
- Customer clicks "Cancel Membership"
- Reason selection screen appears:
- "Why are you cancelling?"
- Customer selects "It's too expensive"
- Offer screen appears:
- "Before you go, here's a special offer!"
- "Stay with us for 25% off your next 3 months"
- Buttons: [Accept Offer] [Continue to Cancel]
- If accepted:
- Discount is applied automatically
- Customer stays subscribed
- Confirmation message shown
- If declined:
- Cancellation proceeds
- Optional: Second offer can be shown
Tracking Performance
Monitor your churn offers in Analytics > Churn Offers:
| Metric | What It Shows |
|---|---|
| Retention Rate | % of customers who accepted an offer |
| Offer Acceptance | Which offers perform best |
| Cancel Reasons | Most common cancellation reasons |
| Trends Over Time | How retention changes over time |
| Retention Funnel | Flow from cancel intent to outcome |
Use analytics to identify which offers work best for each cancellation reason, then optimize your configuration.
Troubleshooting
Integration with Other Features
Churn offers work with other Subscribfy features:
| Feature | Integration |
|---|---|
| Analytics | Track offer performance |
| Store Credits | Credit offers add to balance |
| Email Templates | Customize confirmation emails |
| Customer Portal | Where customers see and accept offers |
| Integrations | Sync offer events to Klaviyo, etc. |
Coming Soon
Product Subscription Churn Offers - Configure retention offers specifically for product subscription cancellations. Coming soon!
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