How It Works
Save offer
Based on the reason, the system presents a targeted offer — a discount, a pause, or a downgrade.
Configuring Retention Offers
Retention offers are configured per merchant:- Go to Settings → Merchants and edit your merchant
- Find the Retention Offers section
- Toggle Enable Retention Offers on
- Add your Exit Survey Reasons (the list of cancellation reasons customers can choose from)
- For each reason, configure a Save Offer
Exit Survey Reasons
Common examples:- Too expensive
- Not using it enough
- Found a better alternative
- Product quality issues
- Technical problems
Offer Types
Discount
Applies a percentage discount for a set number of billing cycles. After the discount period, full pricing resumes.
Pause
Pauses billing for a set number of days. The customer isn’t charged during the pause, and billing resumes automatically.
Downgrade
Switches the subscription to a lower-tier product.
Offer Settings
For each exit survey reason, you can configure:| Setting | Description | Example |
|---|---|---|
| Offer Type | Discount, pause, or downgrade | Discount |
| Offer Value | Discount percentage or pause days | 20 |
| Offer Label | Customer-facing message | ”Stay and get 20% off for 3 months” |
| Duration (cycles) | How many billing cycles the offer lasts | 3 |
| Product | For downgrades: the product to switch to | Basic Plan |
Example Configuration
For the reason “Too expensive”:- Type: Discount
- Value: 20%
- Label: “Stay and get 20% off your next 3 months”
- Duration: 3 cycles
- Type: Pause
- Value: 30 days
- Label: “Take a 30-day break instead of canceling”
Agent-Assisted Retention
The same retention offers are available to call center agents in the Customer Service interface. Agents see the same offers and can apply them on the customer’s behalf during a call.See Customer Service for how agents use retention offers during calls.