Win-Back Offers
Reactivate cancelled members with targeted offers on the customer portal
Bring cancelled members back by showing them a tailored offer on the customer portal after they leave.
Win-Back vs Churn Offers
These are two different retention moments. Configure both for full coverage.
| Churn Offers | Win-Back Offers | |
|---|---|---|
| When shown | During cancellation, before the member leaves | After cancellation, once the member is already cancelled |
| Targeted by | Cancellation reason | Days since the member cancelled |
| Where | Cancel flow in the customer portal | Win-back banner on the customer portal |
| Goal | Stop the cancellation | Reactivate a cancelled membership |
Win-Back Offers only apply to members whose subscription is already cancelled. To retain members before they leave, use Churn Offers.
How Win-Back Offers Work
A single, best-matching offer is shown per member. Subscribfy picks the offer with the highest Days since cancel value that the member already qualifies for, so you can stage stronger offers the longer someone stays away.
Offer Types
Discount the subscription price
Lower the recurring price with a percentage or fixed amount off
Change the subscription frequency
Bill the same perks less often (for example, every 2 months)
Reward with store credits
Add store credit to the member's account when they come back
Win-Back Offers currently apply to Membership subscriptions. Product Subscription support is marked Coming soon in the tab.
Setting Up Win-Back Offers
Open the tab
Go to Subscribfy → Settings → Win-Back Offers.
Enable offers on the portal
If a warning banner appears at the top, win-back offers are currently hidden. Turn them on in Customer Portal settings so members can see them.
Offers you configure here will not appear until they are enabled on the customer portal.
Add an offer
Click Add an Offer and choose a type:
- Discount the subscription price
- Change the subscription frequency
- Reward with store credits
Configure it
Set the name, description, targeting, reward, and any limits. See Offer Configuration below.
Save changes
Click Save. Active offers become eligible to show on the portal for cancelled members.
Common Fields
Every offer shares these fields, whatever the type.
| Field | Description |
|---|---|
| Name | Shown on the customer portal win-back banner. This is what the member sees. |
| Description | Longer text shown on the banner explaining the offer. |
| Days since cancel | How many days after cancellation the offer becomes eligible. Use higher values to stage stronger offers over time. |
| Duration type | How long the reward lasts: No limit, a number of Months (1 to 24), or a number of Billing cycles. The offer reverts automatically afterwards. Not available for store credit offers. |
| Max lifetime uses per member | How many times one member can receive this offer across all their subscriptions. Leave empty or 0 for no limit. |
| Min successful payments required | Minimum paid, non-refunded billing cycles before the offer is shown. Leave empty or 0 for no requirement. |
Offer Configuration
Discount the subscription price
| Field | Description |
|---|---|
| Discount | Percentage or Fixed amount |
| Discount value | The percentage or fixed amount off |
| Adjust store credit perk to match discounted price | When the plan includes a store credit perk, the credit reflects the discounted price paid |
Example: A $30 subscription with a 10% discount means the member pays $27 and, with the perk adjustment on, receives $27 in store credit.
Example configuration:
- Name: "Keep your membership for less"
- Discount: Percentage, 20%
- Duration type: Months, 3
- Description: "Same perks, same access, just a lower monthly rate."
Change the subscription frequency
| Field | Description |
|---|---|
| Delivery | Bill every N interval (Year, Month, Week, or Day) |
The next billing date is recalculated from the member's current cycle when the offer is applied.
Example configuration:
- Name: "Pay less often, keep everything"
- Delivery: Every 2 months
- Description: "Same perks, same access, just billed less often."
Reward with store credits
| Field | Description |
|---|---|
| Store Credit Amount | Amount of store credit added when the member returns |
Store credit offers do not use a duration type.
Example configuration:
- Name: "Stay and get a little extra"
- Store Credit Amount: $15
- Description: "Same perks, same access, plus extra store credits added today."
Reminder Notifications
Subscribfy can automatically remind cancelled members about their win-back offer through your connected marketing integrations, such as Klaviyo. Configure these under the Settings section of the tab.
| Setting | Description |
|---|---|
| Send first reminder after (days) | Days after cancellation before the first reminder is sent |
| Number of reminders | Total reminders per cancellation. Set to 0 to disable reminders. |
| Days between reminders | Gap between reminders when sending more than one |
The Klaviyo event
Each reminder fires a dedicated Klaviyo event you can build a flow on:
| Event | Fires when |
|---|---|
Subscribfy Membership Win-back Reminder | On each scheduled reminder for a cancelled member who still qualifies for a win-back offer |
Build a Klaviyo flow triggered by this event to send the actual email or SMS. The event payload carries the member and the offer, so your flow can render the offer name, description, and reward.
Event payload
The event includes a WinbackOffer object you can reference in your flow templates:
{
"WinbackOffer": {
"name": "Come back and save 20%",
"description": "Get 20% off your next 3 renewals if you resubscribe",
"type": "discount_price",
"rules": {
"discount_type": "percentage",
"discount_value": 20,
"cycles": 3,
"applies_on_each_item": false,
"include_in_subtotal": false
},
"duration_type": "cycles",
"duration_value": 3
}
}The rules object changes shape depending on the offer type:
| type | rules shape |
|---|---|
discount_price | { "discount_type": "percentage" | "fixed_amount", "discount_value": 20, "cycles": 3, ... } |
change_frequency | { "interval_name": "month", "interval_count": 1 } |
add_store_credits | { "store_credits": 10 } |
duration_type is "months", "cycles", or null, with duration_value holding the number.
Reminders are only sent when a supported integration such as Klaviyo is connected and active. If no supported integration is active, the scheduled reminder is skipped.
Reminders apply to members who cancel from now on. To reach members who cancelled earlier, build a Klaviyo campaign from their existing profile data instead of the event flow.
Before each reminder is sent, Subscribfy re-checks that the member still qualifies (still cancelled, no active membership, within limits). Members who no longer qualify stop receiving reminders. Reminders also stop once the configured Number of reminders is reached.
Eligibility Rules
An offer is only shown when all of these are true:
Cancelled long enough
The member's days since cancel meets or exceeds the offer's threshold
No active membership
The member does not already have another active membership
Within usage limits
The member has not exceeded max lifetime uses for the offer
Enough paid cycles
The member meets the minimum successful payments requirement
When several offers qualify, the one with the highest Days since cancel value wins, so later-stage offers take priority.
What Happens When a Member Accepts
When a member accepts a win-back offer from the portal, Subscribfy:
- Reactivates the cancelled subscription
- Clears any previous win-back offer applied in the current cycle
- Applies the reward (discount, new frequency, or store credits)
- Sets an expiry if a duration was configured, so the reward reverts automatically
- Records the event so it flows into analytics and integrations
A member cannot accept a win-back offer if they already have an active membership, if the offer is no longer available to them, or if an offer was already applied in the current cancellation cycle.
Offer Status and Deletion
| Badge | Meaning |
|---|---|
| Active | The offer is eligible to show on the portal |
| Disabled | The offer is saved but not shown |
| In use: N | The offer is currently applied to N active contracts |
You can disable an offer at any time. An offer that is in use cannot be deleted until it is no longer applied to any active contract.
Tracking Performance
Monitor win-back results in Analytics → Win-Back Offers:
| View | What It Shows |
|---|---|
| KPI Summary | Headline win-back metrics at a glance |
| Offer Type | How each offer type performs |
| Trends Over Time | How reactivations change over time |
Troubleshooting
Related Features
Churn Offers
Retain members during the cancellation flow
Cancellation Reasons
Manage why-are-you-leaving options that drive churn offers
Automated Notifications
Configure lifecycle messaging to members
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