Understanding the Cancellation confirmation template for Concierge SMS
The Cancellation confirmation template is a Concierge SMS flow that sends a confirmation message after a customer cancels a subscription in the customer portal.
This guide explains how the template works, when it triggers, and how to customize it.
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
How the Cancellation confirmation template works
Each time a customer cancels a subscription, this template triggers a flow that sends a confirmation message for that cancellation. If a customer cancels multiple subscriptions, the flow triggers separately for each cancellation.
Use this template to:
- Confirm that the cancellation was processed successfully
- Reduce support questions about cancellation status
- Keep SMS open as an easy way for customers to resubscribe
This template creates a flow that consists of the following three steps:
| Step | Description | Purpose |
|---|---|---|
| Trigger | A subscription is cancelled by the customer. | Starts the flow |
| Send SMS | A transactional SMS is sent confirming the cancellation and inviting them to resubscribe. | Confirms the cancellation |
| End | The flow finishes. | Completes the flow |
This flow triggers each time a subscription is cancelled. If a customer has multiple subscriptions and cancels one, they receive a confirmation for that specific cancellation. If they cancel another subscription later, the flow triggers again.
Default message
By default, Recharge sends customers the following cancellation confirmation SMS:
Your subscription has been cancelled. We'll miss you! Text any time to resubscribe.
You can edit this message to match your brand. The default message encourages customers to reply if they want to resubscribe.
Customization options
You can customize the message content and flow structure.
Message content
- Edit the cancellation confirmation SMS text
- Add personalization, such as the customer’s first name
- Adjust the reactivation call-to-action language
- Mention rewards, credits, or loyalty status the customer may lose
- Include a win-back offer or discount code
Flow structure
- Add SMS nodes to send additional messages
- Add SMS cross-sell nodes to recommend one-time and subscription products
- Add promotional opt-in nodes to collect marketing consent
- Add conditional branches based on customer attributes, such as loyalty tier or cancellation reason
- Add delay or wait nodes to send a follow-up message later (for example, after 7 days)
Set up the Cancellation confirmation flow
Create the flow in your merchant portal to begin sending cancellation confirmations to customers:
- In your Recharge merchant portal, click SMS and select Concierge.
- Click Create from template on the Concierge SMS Overview page.
- Select Cancellation confirmation and click Get started.
- Click on the SMS node to update the default messaging.
- Optional - Drag any additional nodes from the Add a node menu to customize the flow structure.
- Save and activate the flow.
Messages are sent immediately upon canceling the subscription by default.
Personalization variables
Use the following variables to personalize your messages:
| Variable | Description |
|---|---|
{{customer.first_name}} |
Customer’s first name |
{{customer.last_name}} |
Customer’s last name |
{{store.name}} |
Store name |
{{line_items_excerpt}} |
A short summary of the items included in the order or subscription, typically showing product names and quantities. Note that this is not included in the default message, but can be added. |
Best practices for building a cancellation confirmation message
Use an empathetic tone
Keep the message friendly and respectful. The default We’ll miss you! feels warm without being pushy. Avoid aggressive win-back language in the confirmation message.
Keep the reactivation path simple
Include a clear call to action, such as Text any time to resubscribe. Customers can reply to reconnect with the AI concierge and start resubscribing.
Use conditional branching when needed
Customers who cancel their last subscription may need a different message than those with active subscriptions. Use conditional branches to tailor the experience.
Pair with cancellation prevention flows
This template runs after a cancellation is confirmed. Use a Cancellation Prevention flow to try to retain customers before they cancel.
Add a delayed follow-up
Send a follow-up message after a delay (for example, 5 to 7 days) with a reactivation offer or reminder.
Mention rewards or credits
If you use rewards, consider mentioning any credits or benefits the customer may lose to encourage resubscription.
Considerations
Consider the following when using the Cancellation confirmation template:
| Consideration | Details |
|---|---|
| Trigger frequency | The flow triggers each time a subscription is cancelled. |
| Multiple subscriptions | Customers receive a message for each subscription they cancel. |
| Remaining subscriptions | The flow triggers even if the customer still has active subscriptions. |
| Resubscription | Customers can reply to the message to start resubscribing. |
| Stop instructions | The default message does not include STOP instructions, but you can add them if needed for compliance. |
| Template updates | Changes apply to future cancellations. |
| SMS Cross-Sell | Subscription cross-sells do not yet reflect in the Performance tab. Metrics and exports for subscription cross-sells are not yet available. |
