This guide explains how to get started using customizations with the Cancellation Prevention Subscription Experience.

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.

1. Click Retain in the merchant portal and select Cancellation Prevention.
2. Click Cancellation survey and select Customize onsite experience.

Add a credit or free gift reminder to the cancellation survey 

Remind customers of their available credit balance or upcoming free gifts to deflect churn on the cancellation survey page. 

To add reminder to your Cancellation Prevention strategy:

1. Click Retain in the merchant portal and select Cancellation Prevention.
2. Click Cancellation survey and select Customize onsite experience.
3. Click Add a section and add the Credits balance and/or Free gift reminder sections.

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 redirects them 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.

1. Click Retain in the merchant portal and select Cancellation Prevention.
2. Create a new flow and select the Cancellation survey node.
3. 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 experience 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 solution for your customers.

Resources

See the following resources below for additional information:

Getting started guides

• Getting started with Cancellation Prevention

How to guides

• How to build a Cancellation Prevention experience for stores on the Standard plan
• How to build a Cancellation Prevention experience for stores on the Pro plan
• How to review your Cancellation Prevention analytics
• How to translate a Cancellation Prevention experience

FAQ

• Cancellation Prevention FAQ