Cancellation Prevention Offer Builder Early Adopter Program

Use the Cancellation Prevention Offer Builder to combine multiple retention offers, such as a delay and a frequency change, into one Custom Offer in your cancellation survey. 

This guide covers how the Offer Builder works and how to set up a Custom Offer.

Before you start

• The Cancellation Prevention Offer Builder is in Early Adopter status. See Early Adopter Program for more information. Contact your Customer Success Manager (CSM) or Recharge Support to request access to this feature.

How it works

The Offer Builder adds an offer type selector to the cancellation survey node in Flows. For each cancellation reason, choose Custom Offer to build your own, or Preset Offer to use one of your existing standalone offers. Preset offers work the same as before.

A Custom Offer can combine up to three offer types. You set the order, and subscribers see that same order on your offer landing page. They accept the offers as a bundle, and when they do, Recharge applies every action to their subscription at once.

Key features

Custom Offers

Combine up to three of these offer types:

• Delay
• Change frequency
• Skip
• Swap
• Free gift
• Discount
• Discount code

Each offer type can appear once.

Custom landing page and claim page

Build the offer landing page and the offer claim landing page in the Site Builder. It uses the same design patterns as Quick Actions, and every section type available for Cancellation Prevention landing pages is available here.

Mixed surveys

Use Custom Offers for some cancellation reasons and preset offers for others in the same survey.

Analytics

Custom Offers appear in your existing Cancellation Prevention analytics, including offer views, acceptances, and save rate. Recharge automatically names each combination based on the offer types it contains.

Set up a Custom Offer

Step 1 – Choose a Custom Offer

Start in the cancellation survey node, where you choose how each cancellation reason is handled.

1. Select Churn tools in the merchant portal and click Cancellation Prevention.
2. Click Create from template and select your template type.
3. Click on the Cancellation Survey node to open the Cancellation survey panel.
4. Click on an existing survey answer, or select Add survey answer.
5. Select Custom offer as your Offer type.

Step 2 – Add and order your offers

Choose the offers subscribers will see. They accept all of them together, so pick offers that make sense as a package.

1. Click Add element.
2. Add up to three offer types: Delay, Change frequency, Skip, Swap, Free gift, Discount, or Discount code.
3. Configure the settings for each offer.
4. Click an offer to drag and drop it to put the offers in the order you want subscribers to see.
5. Optional - Add a fallback offer type. A fallback offer is shown to subscribers who decline the first offer and then cancel their subscription.
   • Under Fallback offer type, select Custom offer or Preset offer.
     • Custom offer: Click Add element under Offer elements, add up to three offer types, configure the settings for each, and drag and drop them into the order you want subscribers to see.
     • Preset offer: Choose the single pre-built offer you want to use.
6. Click Apply.

Step 3 – Build your landing pages

Customers see a specific page when they attempt to cancel their subscription, which displays the answers to the cancellation survey and any available incentives. Recharge provides an easy-to-use Site Builder so you can control how your offer page looks, plus customize content to fit your brand.

1. Select Customize landing page on the cancellation node to navigate to the Site Builder. 
2. Update the landing page.
3. Click on the Landing page drop-down to choose a different page to edit.
4. Click Done when finished and select Apply.

Step 4 – Save and activate the flow

Save and activate the flow to start sending reward reminders to customers.

1. Click Save in the top right corner to save the flow.
2. Click Activate when you are ready to go live.

Use cases

Review the following examples to understand how you can use Custom Offers.

Considerations

Consider the following when using the Offer Builder.