Cancellation Management

Overview

The Cancellation Management feature in Easy Subscriptions allows you to implement customer retention strategies when customers attempt to cancel their subscription. You can set up different actions and prompts to retain customers, such as offering discounts, giving them the option to pause their subscription, or updating their shipping address.

Step-by-Step Instructions

1. Access the Easy Subscriptions App:
   • Log in to your Shopify dashboard.
   • Click on Apps and search for Easy Subscriptions.
   • Open the Easy Subscriptions app.
2. Navigate to Settings:
   • In the app, go to the Settings section.
   • Look for the Cancellation Management option.
3. Select Cancellation Flow Type:
   • In the Cancellation Flow Type dropdown, choose from the following options:
     • Cancel Immediately: Allows customers to cancel their subscription immediately.
     • Customer Retention Flow: Offers customers retention options before cancellation.
     • Provide Cancellation Instructions: Gives customers a guided process to cancel their subscription.
4. Set Up Customer Retention Flow (Optional):
   • Choose Customer Retention Flow to prompt customers with actions before they can cancel. Configure the following options:
     • Pause Option Before Cancellation: Offer the option to pause the subscription instead of canceling.
     • Reason for Cancellation: Define specific reasons why customers might want to cancel, such as “Too Expensive” or “Change Shipping Address.”
     • Retention Actions: For each reason, set up actions like offering a discount, pausing the subscription, or allowing them to change their shipping address.
5. Configure Action Messages:
   • Customize the messages displayed to customers based on the selected retention actions:
     • Discount Message on Cancellation: Example: “We don’t want to see you go! We would like to offer you a 5% discount to keep your subscription.”
     • Pause Message on Cancellation: Example: “Would you prefer to pause your subscription instead of canceling? We’ll hold your spot!”
     • Change Address Message on Cancellation: Example: “Need to change your shipping address? Let’s fix that instead of canceling your subscription!”
6. Configure Specific Retention Actions:
   • For each cancellation reason, define the retention action:
     • Too Expensive: Offer a discount (e.g., 5% off).
     • Change Shipping Address: Allow customers to update their shipping address.
     • Pause Subscription: Allow customers to pause their subscription.
7. Save Your Changes:
   • After customizing the retention actions and messages, click Save to apply the settings.

Example Setup:

1. Cancellation Flow Type: Customer Retention Flow
2. Reason:
   • Too Expensive: Offer a 5% discount.
   • Change Shipping Address: Allow shipping address change.
   • Pause Subscription: Offer to pause the subscription.
3. Action Messages:
   • “We don’t want to see you go! Would you prefer a discount?”
   • “Need to change your shipping address instead of canceling?”
   • “Would you prefer to pause your subscription instead of canceling?”

By setting up the Customer Retention Flow, you can encourage customers to stay subscribed by offering alternative solutions, such as discounts or pausing the subscription, before they proceed with cancellation.