Getting started with Cancellation Prevention experiences

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Sections

Key features
Use cases
Set-up instructions
Considerations
Resources

Cancellation Prevention allows you to create unique win back and churn mitigation strategies to prevent customer churn.

This guide covers an overview of the Cancellation Prevention template, recovery strategies you can utilize, configuration instructions, and analytic information to get insight into the experience's performance.

Platform:

Shopify Checkout Integration
Migrated Shopify Checkout Integration

Key features

Create automated experiences to gather customer insights when they try to cancel their subscriptions and provide them with incentives to prevent them from cancelling. With Cancellation Prevention, you can improve your store metrics by decreasing churn and increasing both customer retention and LTV.

Recharge provides two versions of Cancellation Prevention depending on your plan type:

Cancellation Prevention for stores on the Starter plan: Two different templates allow you to gather customer cancellation insights and provide customers with incentives to mitigate churn.
Cancellation Prevention for stores on the Pro plan: Offers multiple different templates so you can do all of the above, plus design extremely customized experiences to maximize the impact of your strategies.

Everyone can enable basic Cancellation Prevention experiences. Additional features are available to Pro and Custom merchants.

Feature	Starter	Pro and Custom
Cancellation with reward reminder experiences	❌	✅
A/B testing experiences	❌	✅
Gaming prevention	✅	✅
Cancellation Prevention standalone landing page	✅	✅
Cancellation reason insights	❌	✅
Activity and operational analytics	✅	✅
Performance analytics	❌	✅

Gaming prevention

Gaming prevention allows you to set time limits on monetary offers (discounts, discount-codes, and free gifts). If a customer has previously claimed a monetary offer within the specified time frame, they will be presented with a fallback offer, such as a skip instead. This prevents abuse without revealing the time limits to the customer, encouraging fairness and integrity in the cancellation prevention process.

If gaming prevention is enabled on your store, the setting is configured to a time limit of 365 days. In the future, you can define specific limits for each offer type.

A/B test experiences

Note: This feature is only available to Recharge Pro merchants using Cancellation Prevention.

Add the A/B test node to your Cancellation Prevention experiences to send customers down two random paths, each configured with different churn mitigation incentives.

You can then review your Cancellation Prevention analytics to determine which incentives perform better, and fine-tune future experiences with accurate customer feedback and insights.

Cancellation reason insights

Note: This feature is only available to Recharge Pro merchants using Cancellation Prevention.

Recharge provides up to five AI-generated insights by cancellation reason or by the product on the Cancellation prevention Insights page if you have over 50 cancellation reason notes in the past month. These AI-generated insights help you understand why customers cancel so that you can understand your business at a higher level and make impactful business decisions to reduce customer churn.

Navigate to your insights by clicking the Insights tab from the Cancellation Prevention Overview page.

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Use the filter to view insights based on a specific product or reason to analyze in detail why customers cancel.

Review your cancellation insights to refine your Cancellation Prevention experiences. For example, you could:

Iterate on your product offerings: Review customer concerns and cancellation reasons and determine if you need to change the product price or subscription frequency to align with the market and customer expectations.
Identify high-impact best offers: Use insights to identify key customer complaints and create offers that address these issues.

Cancellation Prevention standalone landing page

All standard customer portal themes redirect customers to a standalone landing page displaying the cancellation survey.

The offer survey displays when a customer selects a cancellation reason.

In-app modal

Note: Only legacy implementations use the in-app modal. Contact the Recharge team at earlyadopterprogram@rechargeapps.com if you wish to convert to the landing page.

A churn survey modal displays in the Affinity customer portal theme to allow customers to select their reason for canceling and possibly select their incentive to be retained.

The offer specific to the survey answer appears when a customer selects a cancellation reason.

Use cases

Review the following use cases to learn how other merchants are using Cancellation Prevention:

Use case	Cancellation Prevention strategy
Prevent customers from cancelling when they have too much inventory	Offer customers the chance to delay their next upcoming order until they need the product again.
Prevent customers from cancelling due to the product price	Offer customers who try to cancel due to cost a discount on their next upcoming order, or all subsequent orders.
Prevent customers from cancelling if they are not satisfied with their product	Offer customers the opportunity to easily swap to a new product that better matches their needs.

Set-up instructions

See the specific how-to guide for your plan type to get started:

Considerations

Consider the following when building Cancellation Prevention experiences:

Consideration	Notes
Optional survey answers	Customer survey reasons are optional. By clicking the "Next" button, shoppers are able to skip the cancellation survey and go straight to cancelling. In addition, the label for the "Next" button is modifiable and can be updated by the merchant at any time. While we believe this functionality aligns with the FTC's Click to Cancel rule, Recharge does not provide legal advice to customers regarding regulatory compliance. If you have additional questions pertaining to regulatory compliance, we recommend that you seek legal counsel.
Discounts	Discounts from Cancellation Prevention experiences applied to orders are stacked with discounts from Rewards experiences, plus subscribe and save discounts and Tiered Discounts.
Discount offers	Discount offers (not discount codes) are removed if the customer updates their next charge date.
Prepaid subscriptions	Cancellation reasons with swap and skip offers will not be displayed to customers trying to cancel a prepaid subscription. Prepaid subscriptions are incompatible with swaps. Configuring a cancellation reason with a swap offer causes the swap to fail.
Multi-currency	Cancellation Prevention experiences that offer fixed-amount discounts do not run for multi-currency customers if the currency setting to convert fixed-price discounts to customer's currency is disabled. Fixed-discount experiences run for all customers and addresses if the current setting to convert fixed-price discounts is enabled. The discount amount is auto-converted to customers' currencies for multi-currency customers.
Customer portal themes	Cancellation Prevention is compatible with all customer portal themes. See Customer experience for information on the differences per theme. If your store is using Theme Engine, additional customizations are required. If you have a custom customer portal you can use the SDK to get a link that redirects customers to a cancellation prevention landing page, however, you cannot make any changes beyond what the site builder offers, meaning you cannot fully customize the survey experience.
Translations	You can translate your Cancellation Prevention strategy into a different language to match your brand. See How to translate your Cancellation Prevention strategy for more information.
Updating existing experiences	You cannot update an experience after activating it. If you need to make changes to the experience, you must: Duplicate the experience Make your changes Activate the new experience Deactivate the original experience

Resources

See the following resources below for additional information:

How to guides

FAQ

Cancellation Prevention FAQ

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