Customizing Your Cancellation Flows in Subscriptions

Cancellation flows are the series of steps that a customer is taken through when they decide to cancel a subscription.

By customizing your cancellation flows, you can include various offers designed to retain the customer, or facilitate their cancellation in a smooth and efficient manner.

In this article, you’ll learn how to implement incentives and enable customers to swap, skip, or adjust the frequency of their orders so that they’re able to make your subscription work for them long-term.

How it works

When a customer goes to their customer portal, they have the option to cancel any ongoing subscriptions. By customizing the cancellation flow, you can offer different incentives for them to stay based on the reason they select for wanting to cancel.

You also have the option of canceling your customers’ subscriptions on their behalf, and providing their cancellation reasons and feedback from the Customers page.

The offers you select will only be shown if they pass the validation process. For example, if you select Swap product but there are no other products available to swap, the customer will not be offered this incentive.

Customizing your flow

Creating a flow includes defining common cancellation reasons and selecting what to offer customers in each case.

1. In your Yotpo Subscriptions admin, go to Cancellation Flows.

2. Toggle on Ask for cancellation reasons and offer solutions.

3. Add, edit, or delete existing cancellation reasons. To add a new reason, click +Add reason. The provided reasons are:

• I already have enough
• I don’t use the product
• It’s too expensive
• Other reasons

To edit the flow for each reason, click on the reason you want to edit and select the offer you want to show to customers. By default, all cancellation reasons are set to No offer. You can select one of four options for each reason: Swap, Discount, Reschedule, and Update Frequency.

Swap

To set up your swap offer, select Swap product and click Save. Now, customers will be asked if they want to swap for a different product instead of canceling.

If the subscription contains more than one product, the customer will be offered to swap only one of the products.

Tip: Swapping can be a great alternative for customers who selected reasons like “I don’t use the product.”

To set up your discount offer:

1. Select Discount as the offer.
2. Select the discount percentage you want to offer.
3. Select how many orders you want to apply the discount to.
4. Under Cooldown period, select how many days should pass before the customer is offered a discount if they attempt to cancel again. This is a great way to prevent customers from overusing discount offers.
5. Click Save.

Now, customers will be offered a discount as an alternative to canceling their subscription.

Reschedule

To set up your rescheduling offer, select Reschedule order and click Save. Now customers will be asked if they’d like to schedule their subscription for a different date, rather than cancel.

Update frequency

Selecting “Update frequency” asks customers if they’d like to change how often they receive their subscription.

To set up your update frequency offer:

1. Select Update frequency as the offer.
2. In the Suggested frequencies dropdown, select whether to suggest decreased frequencies or increased frequencies. Two options from the selected category will be shown to customers.
3. Click Save.

Publishing your flow

Once you’ve set your offers, click Save at the top of the page. Any customers who select Cancel subscription in their customer portal will now see the offer that corresponds to their selected reason for canceling.

On each flow, you can also check the Feedback request checkbox to give customers the option to write more about why they’re canceling their subscription.