Customer Retention allows merchants to manage cancellation and pause requests strategically. It provides structured options to reduce churn and retain recurring revenue.
This feature helps present tailored retention flows before a subscription is fully cancelled or paused.
Why It Matters
Subscription cancellations directly impact recurring revenue.
Customer Retention helps merchants:
Reduce subscription churn
Offer targeted discounts based on customer intent
Encourage customers to pause instead of cancel
Provide structured cancellation guidance
Using retention workflows supports long-term customer value and predictable revenue.
How to Manage Customer Retention
Step 1: Access the Easy Subscription App
Log in to your Shopify Admin
Click on Easy Subscription App
Click on Growth Tools
Select Customer Retention
Step 2: Select a Retention Option
You will see four available options:
Cancel Immediately
Customer Retention Flow
Provide Cancellation Instructions
Pause Option Step Before Cancellation
Select the option that aligns with your subscription policy.
Option 1: Cancel Immediately
Subscription is cancelled without additional steps
No retention offers are displayed
This option is suitable for direct cancellation handling.
Option 2: Customer Retention Flow
Customers are presented with retention offers before cancellation
You can configure discount offers based on selected cancellation reasons
Discounts are applied according to the configured rules
This option allows merchants to offer targeted incentives to retain subscribers.
Option 3: Provide Cancellation Instructions
Customers receive structured guidance before cancellation
Useful for manual or policy-based cancellation processes
Option 4: Pause Option Step Before Cancellation
Customers are offered a pause option before final cancellation
Helps retain subscribers temporarily instead of losing them
Apply Retention to Both Cancellation and Pause
You can configure retention workflows for:
Customer retention flow
Provide pause instruction
Pause immediately
This ensures consistent retention handling across both scenarios.
Best Practice
Offer moderate discounts instead of high reductions
Use pause options for seasonal products
Monitor retention performance regularly
Adjust offers based on customer behavior
For assistance, contact support at support@easysubscription.io.