Churn Prevention
Churn Prevention shows a retention popup in the customer portal when a subscriber tries to cancel — asking why they’re leaving, then offering a personalized incentive to stay, based on their answer.
Enabling the flow
Section titled “Enabling the flow”From your Subsy dashboard, go to Churn Prevention. The stat row at the top shows your Total attempts, how many were Saved, how many were Cancelled anyway, and your overall Save rate.
Use the Prevention Flow toggle to turn the popup on or off. When off, customers can cancel immediately with no popup shown.
Discount Cooldown
Section titled “Discount Cooldown”The Discount Cooldown setting prevents the same customer from repeatedly claiming a discount by cancelling over and over. Once a customer accepts a discount offer, they won’t be offered another discount again until the number of days you set here has passed.
Cancel Reasons & Offers
Section titled “Cancel Reasons & Offers”This is the core of the flow — for each reason a customer might select, you configure what they see next. Four reasons are provided by default, and you can enable or disable each one independently with its checkbox.
For each enabled reason, configure:
- Offer Type — what’s shown to the customer:
- Discount — a percentage off, applied to a set number of upcoming orders (or “forever,” depending on what you choose under Apply for).
- Pause subscription — offers to pause instead of cancel, for a duration you choose (e.g. 1 month).
- Change frequency — offers to space out deliveries instead of cancelling (e.g. “2× longer gap” turns a weekly subscription into every-2-weeks). The Preview per schedule box shows exactly how this translates across every frequency your store uses.
- No offer — no incentive is shown; just an acknowledgment message.
- Message to customer — the text shown for this offer. Use the placeholders shown below each field (e.g.
{discount},{orders},{days},{newFrequency}) and they’ll be automatically filled in with the real numbers for that customer’s subscription.
Example reasons and their default offers:
| Reason | Default offer |
|---|---|
| Too expensive | 5% off next 2 orders |
| Do not need it right now | Pause for 1 month |
| Deliveries too frequent | 2× longer delivery gap |
| Not satisfied with quality | No offer (acknowledgment only) |
| Other reason | 5% off next 3 orders |
Click Save Settings at the bottom once you’re done configuring all reasons.
Tracking results
Section titled “Tracking results”Click Cancel Attempts (next to the Prevention Flow toggle) to see a log of every cancellation attempt, which reason was selected, what offer was shown, and whether the customer was saved or cancelled anyway.