Articles on: Retain

Cancellation offers

Cancellation offers are a powerful way to reduce churn by presenting compelling incentives to subscribers who are about to cancel. This is the last save point before the customer completes their cancellation. In Loop, you can configure targeted discounts or offers that act as a final attempt to retain the customer and encourage them to stay subscribed.


In this article, we’ll walk through how cancellation offers work, how to set them up in Loop, and how they appear to customers during the cancellation flow.


In this article



Why use cancellation offers?


Cancellation offers are a proven way to retain subscribers who are at risk of churning. Customers may cancel for various reasons, dissatisfaction, perceived lack of value, or changes in personal circumstances. Offering a well-timed incentive can encourage them to reconsider.


With Loop, brands can create targeted offers that trigger only when specific cancellation reasons are selected. These offers can be customized with discounts or one-time gifts, giving you full control over how and when they're shown.


By using smart, rule-based cancellation incentives, brands can reduce churn and increase subscriber lifetime value, all while providing a smoother, more personalized customer experience.


Setting up cancellation offers


Follow these steps to complete the process.


  1. Navigate to Loop admin > Retain > Cancellation flows > Offers > Click on "Create new offer".



  1. The “Create cancellation offer” screen will open, featuring multiple sections that you can customize based on your business requirements.



  1. Assign an internal name to your offer page. Then, configure the required conditions to determine when this page should be shown to subscribers.



  1. Click on "Add offer" in the Cancellation Offer section. Choose the desired incentive type, Add free gift or Add discount from the available options, then click the Add button to proceed.



  1. Add the required customer tag. This tag will be applied to customers who have accepted this cancellation offer. You can add upto 3 comma separated values here.



  1. In the next section, you can configure various available settings under Offer applicability to define when and how the offer should be shown.


Setting

Description

Reasons

Offer will be shown only on the selected cancellation reasons.

Available for customers in California

If enabled, customers in California will see this offer directly, since they are not required to fill cancellation surveys.

Cool-off period

Configure when a subscription will be eligible for a cancellation offer again.

Limit to one use per customer

If enabled, a customer cannot avail this cancellation offer again on any subscriptions.



  1. Enter the required offer description. This short message will appear in the available offers drawer when multiple offers are presented, helping the subscriber quickly understand each option.



  1. In the last section, the Offer details drawer, you can configure the complete offer message. Add a detailed description in the body, personalize the message using available variables, and define the action button text that will be shown to the subscriber.


Note: You can also display a different offer description for each cancellation reason by enabling the corresponding checkbox.



  1. After previewing the created offer page, change its status to "Active" to make it live for subscribers.



Note: "Allow customers to choose between available offers" checkbox shows offers having a short description as a choice to the customer. If disabled, customers would be shown the highest priority offer.



Customer portal experience


Follow these steps to complete the process.


  1. The subscriber logs into the customer portal and scrolls down to click the "Cancel subscription" button.



  1. Once the subscriber rejects the cancellation reason and clicks on the Cancel button, the offer drawer will appear displaying multiple available offers based on the configured conditions.



  1. The subscriber can view and select any preferred offer from the drawer to accept it as part of the cancellation flow process.


  • Offer 1



  • Offer 2




Here are some related articles that may offer additional insight and context.



Need help?


No worries - we're here for you!

If you have any questions or need assistance, feel free to email us at support@loopwork.co or chat with us using the support beacon at the bottom right of your screen.


Regards,

Loop Subscriptions Team 🙂


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Updated on: 04/08/2025

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