How to customize a Cancellation Prevention flow
This guide explains how to get started using customizations with a Cancellation Prevention flow.
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
Customize the survey
You can customize the survey in the following using Recharge's drag-and-drop site builder to match your brand and gather relevant insights. The builder allows you to customize the survey questions, layout, and design of cancellation pages. You can also add custom HTML/CSS code to add media and personalize your cancellation page.
- Click Churn Tools in the merchant portal and select Cancellation Prevention.
- Click Create from template, then choose any available template to optimize the flow.
- Click Get Started to open the template.
- Click Cancellation survey and select Customize landing page.
Review the free gift reminder or credit balance sections
Remind customers of their available credit balance or upcoming free gifts to deflect churn on the cancellation survey page. By default, Recharge adds a free gift reminder and a credit balance to the Cancellation Prevention landing page so that customers are aware of any incentive they may lose if they cancel. These sections only display if the customer has a free gift available or a credit balance. If the customer is not eligible, they're automatically hidden from view.
You can review and customize these incentive reminders through the landing page editor:
- Click Churn Tools in the merchant portal and select Cancellation Prevention.
- Click Create from template, then choose any available template to optimize the flow.
- Select Get Started to open the template.
- Click Cancellation survey and select Customize landing page.
-
Select Free gift reminder or Credits balance to review the relevant section.
- Optional - Click the three vertical dots menu and select Hide from preview to preview the flow for customers without credits or gifts. Clicking Hide from preview does not affect the live flow
-
Optional - Click the three vertical dots menu, then select Remove section to delete either or both reminders.
Credits balance
You can click into the Credits balance section to update the copy, enable credit application, or change the section styling.
By toggling Enable credit application, customers can click a button to immediately apply existing credit to their next order, then be redirected to their overview page. When this button is clicked, this activity is recorded as SAVED and “Customer applied credit.”
{{available_balance}} is currently the only available credits variable available for the credits balance section.
Free gift reminder
You can click into the Free gift reminder section to update the copy or change the section styling.
Include options for changing subscription frequency or shipment dates
You can set the survey questions to allow customers to change the frequency or delay their subscription.
- Click Churn Tools in the merchant portal and select Cancellation Prevention.
- Create a new flow and select the Cancellation survey node.
-
Click the pencil icon to edit each answer to change the Offer for survey answer to the desired offer.
Translate the Exit Survey
You can update the verbiage for the exit survey header and sub-header directly in the flow configuration. Changes must be made in the flow configuration directly, flow translations are not configured through the Translation settings.
Change the appearance of the cancellation process
At this time, you cannot change the appearance based on your store's theme; it must match the Recharge default. From a customer perspective, the cancellation process looks identical across all themes, providing a streamlined experience.
Customize survey response pages
You can customize the survey response pages verbiage by clicking into the Cancellation Survey and selecting Customize landing page. At the top left, change the dropdown to Select response pages. Select your response and offer you want to customize.
Update your content or sections along the left-hand side and then press Done.
Resources
See the following resources below for additional information:
