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Retention offers intercept cancellation requests with reason-specific save offers. Use them to give customers a clear alternative before the subscription is canceled.

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How It Works

1

Customer requests cancellation

Through the self-service portal or via a call center agent.
2

Exit survey

The customer is asked why they want to cancel, choosing from your configured reasons.
3

Save offer

Based on the reason, the system presents a targeted offer — a discount, a pause, or a downgrade.
4

Accept or decline

If accepted, the offer is applied automatically. If declined, the cancellation proceeds.

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Configuring Retention Offers

Retention offers are configured per merchant:
  1. Go to Settings → Merchants and edit your merchant
  2. Find the Retention Offers section
  3. Toggle Enable Retention Offers on
  4. Add your Exit Survey Reasons (the list of cancellation reasons customers can choose from)
  5. For each reason, configure a Save Offer

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Exit Survey Reasons

Common examples:
  • Too expensive
  • Not using it enough
  • Found a better alternative
  • Product quality issues
  • Technical problems

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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.

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Offer Settings

For each exit survey reason, you can configure:

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Example Configuration

For the reason “Too expensive”:
  • Type: Discount
  • Value: 20%
  • Label: “Stay and get 20% off your next 3 months”
  • Duration: 3 cycles
For “Not using it enough”:
  • Type: Pause
  • Value: 30 days
  • Label: “Take a 30-day break instead of canceling”

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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.

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Callcenter Escalation

If you have an external call center integration configured, you can automatically route cancellation requests to your call center team for a retention attempt before confirming. Enable Send to Callcenter on Cancel in the merchant’s dunning configuration.