Retaining loyal customers and reducing churn, is often the key to success, as it comes with lower cost (retaining customers generally costs lesser than acquiring new customers). This is especially true when it concerns your most loyal customers who have a recurring relationship with your store, through active subscriptions!

Appstle is one of the very few apps that provides 'cancellation management' feature, a key functionality, to not just avoid customer churn, but to also help you know the pulse of your customers! This help doc will explain in detail, the cancellation management feature.


Overview
There are three cancellation management methods available for merchants on Appstle Subscriptions.

1. Cancel Immediately (default option)

2. Provide Cancellation Instructions
3. Customer Retention Flow

1. Cancel immediately:

With 'Cancel Immediately', your customers/shoppers will be able to cancel their subscription quite easily on their end, through the customer portal, without any re-routing. While this feature is the easiest for your customers, it does not provide much opportunity for you to engage with them at this critical juncture, and hence not a recommended option!

'Cancel immediately' is the default option activated on your account. Hence, if you wish to use any of the other two management options, please make sure to select them and save.

2. Provide Cancellation Instructions:

With this option, you - the merchant, can control the cancellation process, and share the instructions (through text or HTML) with your subscribers who wish to cancel their subscriptions. The cancellation instructions can be anything, including asking them to email you. You can then use the opportunity to understand their cancellation reasons, and decide to offer them a discount, or a custom package, or anything else you deem appropriate.

While this option is the most customer engaging for you, it is a relatively lengthy process, and can frustrate some shoppers. Hence, we recommend that you use this tactfully!

3. Customer Retention Flow:

Customer Retention Flow is the method that we recommend the most, as it enables customers an opportunity to share their cancellation reasons with you.

Research, and our own experience with our merchants has shown that this method, that acts as the 'exit interview' often gives valuable insights into the needs and mindset of your customers. It acts as a free diagnostic, and provides you the opportunity to make any modifications to address the ground reasons for the cancellation, if required.

Suggestions or Support:

If you have any questions or suggestions related to cancellation management, or if you need any other help, please reach out to us at subscription-support@appstle.com or just ping us through the live chat widget on our app. Our 24x7x365 available experts will be happy to assist you further.

Did this answer your question?