Retention Management helps you learn why customers leave and offer a relevant alternative while keeping the cancellation experience clear.
In Appstle Subscriptions, go to More → Retention Management → Cancellation and choose how customers cancel:
Direct: Customers can confirm cancellation without going through reasons or retention offers. Your cancellation permissions and minimum-order rules still apply.
Retention offers: Customers select a reason and can receive an offer that addresses it, such as a discount, a skipped order, or a pause. They can decline and continue to cancel.
Custom instructions: Customers see the message you write and a Close button instead of a self-service cancellation button. Choose this only when you intentionally want customers to follow your instructions to cancel.
For a new store, start with Retention offers if you want to collect feedback and offer customers a reason to stay. Use Direct if you want a shorter cancellation experience. Custom instructions is not the recommended starting point.
Keep the reason list short and match each offer to the reason. Review results on the Overview tab, then adjust offers based on what customers accept or decline.
For setup steps, see Cancellations and retention offers in Appstle Subscriptions.