🎁 Turn "I want to cancel" into a save
Retention offers let you respond to each cancellation reason with a targeted alternative — a discount, a skipped order, a pause, and more. The customer picks a reason, sees your offer, and can accept it in one click instead of cancelling.
🔍 Where to find it
In the app, go to More → Cancellation Management.
Open the Cancellation tab.
Under Step 1 · How should customers cancel?, choose Retention offers.
Everything below Step 1 adapts to your choice. A Live preview on the right shows exactly what customers will see as you edit.
📋 Step 2 — Reasons & offers
Each cancellation reason can trigger a different retention offer. For every reason you configure:
Cancellation Reason — the text customers see when choosing why they want to cancel (e.g. Too expensive).
Retention Offer — the alternative shown for that reason. Choose from:
Offer Discount — reduce the subscription price. Set the discount percentage in Cancel Discount.
Skip Next Order — delay the upcoming delivery. Set how many orders to skip in Skip Duration.
Pause Subscription — temporarily stop deliveries.
Swap Products — let the customer change subscription items.
Gift Subscription — send it to a new recipient.
Change Delivery Date, Update Address, Update Frequency — fix the practical problem behind the cancellation.
No offer — let the customer continue to cancel for that reason.
Show Feedback Box / Require Feedback — collect written feedback, optionally making it mandatory before the customer can proceed.
✍️ Messages and tokens
Custom Retention Message — override the default message for a specific reason. Leave it empty to use the common default message.
Custom Success Message — shown after the customer accepts the offer.
Use the Insert token menu to personalize messages with live values — the discount percentage, the price before and after the discount, how many cycles the discount lasts, pause cycles, and skipped orders. Tokens fill in automatically for each customer.
The Message customers will see box under each offer shows the final resolved text — including whether it comes from your custom message or the default. Click Edit default to jump to the shared default message.
🔁 Fallback offer (second chance)
Each reason can carry a Fallback offer — a second offer shown only after the customer declines the first one. For example: offer a discount first, and if it is declined, offer to skip the next order before the customer confirms cancellation.
⏸️ Pause requests work the same way
The Pause tab mirrors this setup for customers who try to pause: pause reasons, retention offers, and messages — configured independently from cancellations.
📈 Measure the results
The Overview tab shows your save rate, how many customers accepted an offer, and a per-reason Offer performance table (delivered, accepted, declined), so you can see which offers work and where to improve.
🖥️ Where customers see it
Retention offers currently run in the classic customer portal. Stores on Shopify's new customer accounts keep the standard cancel flow until support for it ships.
📞 Need Help?
Our team is here 24×7×365 to guide you.
📧 Email: support@appstle.com
💬 Live Chat: Directly inside the app.