> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elasticfunnels.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Retention Offers

> Reduce voluntary churn with exit surveys and reason-specific save offers like discounts, pauses, and downgrades

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

## How It Works

<Steps>
  <Step title="Customer requests cancellation">
    Through the self-service portal or via a call center agent.
  </Step>

  <Step title="Exit survey">
    The customer is asked why they want to cancel, choosing from your configured reasons.
  </Step>

  <Step title="Save offer">
    Based on the reason, the system presents a targeted offer — a discount, a pause, or a downgrade.
  </Step>

  <Step title="Accept or decline">
    If accepted, the offer is applied automatically. If declined, the cancellation proceeds.
  </Step>
</Steps>

## 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**

### Exit Survey Reasons

Common examples:

* Too expensive
* Not using it enough
* Found a better alternative
* Product quality issues
* Technical problems

### Offer Types

<CardGroup cols={3}>
  <Card title="Discount" icon="percent">
    Applies a percentage discount for a set number of billing cycles. After the discount period, full pricing resumes.
  </Card>

  <Card title="Pause" icon="circle-pause">
    Pauses billing for a set number of days. The customer isn't charged during the pause, and billing resumes automatically.
  </Card>

  <Card title="Downgrade" icon="arrow-down">
    Switches the subscription to a lower-tier product.
  </Card>
</CardGroup>

### 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

For "Not using it enough":

* **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.

<Info>
  See [Customer Service](/callcenter/customer-service) for how agents use retention offers during calls.
</Info>

## 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](/subscriptions/emails-and-dunning#dunning-configuration).