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

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

​Overview
There are three cancellation management methods available for merchants on Appstle Memberships.
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​1. Cancel Immediately (default option)

2. Provide Cancellation Instructions
​3. Member Retention Flow
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1. Cancel Immediately:

With 'Cancel Immediately', your customers/shoppers will be able to easily cancel their memberships through their customer portals, 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 them.

2. Provide Cancellation Instructions:

With this option, you - the merchant - can control the cancellation process, and share the instructions (through either text or HTML) with your members who wish to cancel their memberships. The cancellation instructions can be anything, such as asking them to email you. You can then use the opportunity to understand their cancellation reasons, and decide to offer them a discount, 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!
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3. Member Retention Flow:

Member Retention Flow is the method that we recommend the most, as it offers the customers a convenient opportunity to share their cancelation reasons with you.

You can enter a list of common reason types and even configure retention actions for when customers select a specific reason.

Research and our own experience with our merchants have shown that this method, which acts as the 'exit interview', often gives valuable insights into both the needs and the mindset of your members. It acts as a free diagnostic, and provides you the opportunity to make any modifications to address the underlying 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 membership-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.