Articles on: Retain

Cancellation reasons

Cancellation reasons form the second layer of the cancellation flow. When a subscriber clicks on "Cancel subscription" from the benefits page, they’re shown a list of predefined reasons you've configured. With Loop, you can customize these reasons based on specific conditions, such as the products in the subscription, a customer’s order history, or customer tags, ensuring a personalized experience.


This article walks you through how to set up cancellation reasons using conditional logic and how to link each reason to a follow-up action like Pause, Skip, Swap, and more.


In this article



Why use cancellation reasons?


Cancellation reasons help you better understand why subscribers are leaving, and give you a powerful opportunity to proactively address their concerns before they churn.


By presenting relevant reasons when a subscriber clicks "Cancel", you can:

  • Collect valuable feedback on why customers are cancelling.
  • Offer tailored solutions like Pause, Skip, or Swap based on their reason.
  • Reduce churn by turning cancellations into recoverable actions.
  • Personalize the experience by showing reason options based on what the subscriber is actually using or doing.


Instead of ending the journey with a simple cancellation, you're creating a thoughtful, data-driven interaction that can help save the subscription.


Setting up cancellation reasons


Brands can configure multiple cancellation reasons based on different conditions and requirements. This ensures that subscribers see a relevant reasons page and are offered the appropriate treatment action.


Follow these steps to complete the process to create a cancellation reasons page in Loop.


  1. Navigate toLoop admin > Retain > Cancellation flows > Reasons > Click on "Enable" button. This master switch ensures that cancellation reasons are displayed in the customer portal.



Note: The “Make cancellation reasons optional” checkbox controls whether selecting a reason is mandatory. If this option is disabled, subscribers must select a reason to proceed. A legal compliance pop-up will appear, which you must accept to disable this setting.


  1. Click on the "Add reason" button to create a new cancellation reason.



  1. Assign a name to your cancellation reason. Then, configure the required conditions to determine when this reason should be shown to subscribers.



  1. You can use various available variables, like subscription and customer details, to personalize the message for the cancellation reason. This allows you to dynamically display information such as the subscriber’s name, creating a more tailored and engaging experience.


Tip: You can also utilize integration-based variables, such as Loyalty points variables, to inform subscribers that they can redeem their unused points for discounts on future orders. These variables will only be displayed when the loyalty app is fully integrated with Loop.



  1. Define the treatments you'd like to offer when a subscriber attempts to cancel their subscription. You can also personalize the message for each treatment to make it more relevant.



Note: Treatment actions will only be visible to the subscriber if the master settings that enable these actions on the customer portal are turned on.


  1. Define the “Customer feedback” section. This allows you to collect valuable insights from subscribers at the final step of the cancellation flow. These responses can help brands identify trends and make improvements based on direct customer input.



Note: This screen is shown to customers when they reject the available treatment actions and offers and proceed to cancel.


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



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. The configured cancellation reasons will appear once the subscriber clicks the "Cancel subscription" button on the Benefits page. Based on the selected reason, the relevant treatment actions will be displayed.



Note: The newly created reason page appeared because the subscription includes a product that matched the conditions defined during setup.



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



Need help?


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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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