Create Cancellation Prevention experiences to offer unique win back and churn mitigation strategies to prevent customer churn. While Recharge provides a standard English translation of the Cancellation Prevention experience, you can translate it into your preferred language.

This article explains how to translate each section of the Cancellation Prevention experience, ensuring a consistent and user-friendly experience in any supported language.

Before you start

• Recharge only displays the languages you configured in Shopify.
• You cannot edit active Cancellation Prevention experiences. You must create a new experience to add translations.

How it works

You can completely translate your Cancellation Prevention strategies into single and multiple languages so that you can deliver a localized, seamless experience to customers.

When you configure multiple languages, Recharge automatically selects the default display language based on the customer portal settings:

• Stores using the embedded version of the customer portal: Your Shopify store settings determine the translation displayed. Recharge uses the default language configured in Shopify to ensure consistency with your store's overall language settings.
• Stores using the hosted version of the customer portal: Your customer’s browser settings determine the translation displayed. This ensures that the experience is tailored to the user's preferred language.

Translate your survey answers

Translate the survey answers customers select from when cancelling their subscription:

1. Select Churn tools in your merchant portal and click Cancellation Prevention.
2. Create a new experience, or open a draft experience, and select the Cancellation survey node.
3. Click Localize survey answers.
4. Translate each answer. If you sell in multiple languages, repeat the process by selecting each language from the dropdown menu.
5. Once you’ve translated your survey answers, select Save changes.

Translate dynamic text

Dynamic text refers to content unique to a particular context, such as a specific page, and not reused elsewhere.

An example of dynamic text is how the Heading content on the Subscription details page changes from the Heading content on the survey page.

Update the dynamic text on each page in the experience:

1. Select Churn tools in your merchant portal and click Cancellation Prevention.
2. Create a new experience, or open a draft experience, and select the Cancellation survey node.
3. Click Customize onsite experience.
4. Navigate through the different sections (e.g., the subscription details and Survey sections) and update the dynamic text listed for each section.
5. If you sell in multiple languages, repeat the process by selecting each language from the dropdown menu.

Translate static text

Translate standard subscription terms like swap,frequency, and quantity in the Site Builder. Your updates apply for both Win Backs and Cancellation Prevention experiences and throughout the Affinity customer portal wherever these terms appear. 

Customize the standard text in a new or inactive strategy to update general subscription terms for both experiences and the Affinity customer portal:

1. Click Churn tools in the merchant portal and select Cancellation Prevention.
2. Open an inactive strategy, or click Create from template to create a new strategy.
3. Click on the Landing page node and select Customize landing page to access the Site Builder.
4. Confirm or select a specific language using the Language drop-down menu at the top of the Site Builder.
5. Select Customize standard text.
6. Add your customized text in the Edit text textbox for each text option. You can change the phrasing, or completely translate it depending on your localization plans. Make sure to keep the relevant English variables when updating your text.
7. Review the Used in column to confirm where the text appears for customers.
8. Click Save changes to save your updates.
9. Optional - Repeat steps 4-6 to update translations for different languages.
10. Select Done to exit the Site Builder. Click Apply to save your translations and Save to update the strategy.

Customers see the translated text as soon as you save your Site Builder changes. You do not need to activate the experience so customers can see your translations.

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

FAQ

• Cancellation Prevention FAQ