Churn Prevention
Keep more members by offering alternatives when they try to cancel - discounts, adjusted billing schedules, or bonus store credit.
What You'll Get
Save cancellations - Offer incentives before a member leaves
Understand why - Learn why members want to cancel
Targeted offers - Different offers for different cancellation reasons
Track success - See which offers work best
Quick Setup
Create offers that appear when members try to cancel their membership.
Step 1: Go to Churn Offers Settings
Go to Subscribfy → Settings → Churn Offers tab.
Step 2: Select a Cancellation Reason
Click the dropdown and select a reason to create offers for:
I'm having technical problems
I have enough items
It's too expensive
I don't need a subscription
I don't use it enough
I couldn't find the products I liked
Problems with my order
I'm using another service
Other
Step 3: Add an Offer
Click Add an Offer and choose one of the offer types:
Discount the subscription price | Give a percentage or fixed amount off their membership |
Change the subscription frequency | Let them switch to a different billing schedule |
Reward with store credits | Give them bonus store credit to stay |
Step 4: Configure the Offer
Set up the details for your offer:
For Discount offers:
Description - explain the offer to your customer
Discount type - percentage or fixed amount
Discount value - how much off
Include discount in Store Credits - if enabled, future store credit amounts are also reduced by this discount
For Frequency Change offers:
Description - explain the offer to your customer
Delivery - set the new billing frequency (e.g., every 2 months instead of every 1 month)
For Store Credit offers:
Description - explain the offer to your customer
Store Credit Amount - how much credit to give them
Step 5: Save
Click Save at the bottom of the page.
Tip: Create multiple offers for each reason so customers have choices. Someone who says "It's too expensive" might prefer a discount, while someone who says "I don't use it enough" might prefer less frequent billing.
How It Works
The Customer Experience
Customer clicks to cancel their membership in their account
They select a reason for canceling
They see your offers based on that reason
If they accept an offer, their membership is updated and they stay
If they decline all offers, the cancellation proceeds
What Happens When an Offer is Accepted
Discount offer | The discount is applied to their subscription. They'll pay less on future charges. |
Frequency change | Their billing schedule is updated. Next billing date is recalculated based on the new frequency. |
Store credit offer | Credit is added to their account immediately. They can use it on any purchase. |
What Your Customers See
When a member tries to cancel, they go through these steps:
Select reason - They pick why they want to cancel
See offers - They see your offers for that reason (if you've set any up)
Choose - They can accept an offer or continue to cancel
Confirm - If they accept, they stay. If not, cancellation completes.
Common Use Cases
Price-Sensitive Members
The goal: Keep members who think it's too expensive
Go to Churn Offers
Select "It's too expensive"
Add a Discount offer: 20% off
Add a Store Credit offer: $10 bonus
Save
Now when someone selects "too expensive" as their reason, they'll see both options.
Low-Usage Members
The goal: Keep members who don't use their subscription enough
Go to Churn Offers
Select "I don't use it enough"
Add a Frequency Change offer: Every 2 months
Add a Frequency Change offer: Every 3 months
Save
Members can choose a schedule that fits their actual usage.
Undecided Members
The goal: Give a little extra to keep them
Go to Churn Offers
Select "Other"
Add a Store Credit offer: $15
Save
Even if they don't have a specific reason, you can still offer an incentive.
Settings Explained
Discount Options
Percentage | A percentage off their membership price (e.g., 20% off) |
Fixed Amount | A specific dollar amount off (e.g., $5 off) |
Include discount in Store Credits | If checked, their store credit earnings will also be reduced by the discount percentage |
Frequency Options
Day | Billing every X days |
Week | Billing every X weeks |
Month | Billing every X months |
Year | Billing every X years |
Analytics
Track cancellation patterns in Subscribfy → Analytics → Cancel Flows
Cancellation Reasons Over Time | See which reasons are most common |
Cancellation Reasons by Session | Breakdown of reasons in each period |
Cancellation Time Interval | When in their membership lifecycle customers cancel |
Refund Time Intervals | Timing of refund requests |
Use these insights to create better offers for the most common cancellation reasons.
Troubleshooting
Customers not seeing offers?
Check that you've created offers for the cancellation reason they selected. Each reason needs its own set of offers.
Offer not being applied?
Verify the offer was saved correctly. Check the subscription contract to see if the discount or frequency change was applied.
Product Subscription tab shows "Coming soon"?
Churn offers currently only work for Membership subscriptions. Product Subscription support is planned for a future update.
