Mystery rewards
Mystery rewards are surprise incentives given to subscribers as part of their subscription journey, without revealing the exact reward in advance. Unlike regular rewards that are clearly communicated (e.g., "Get 10% off after 3 renewals"), mystery rewards create excitement and anticipation by keeping the benefit hidden until it's unlocked.
This element of surprise not only delights customers but also drives stronger engagement and loyalty. For brands, it’s a powerful tool to improve retention, re-engage inactive subscribers, and enhance the overall experience through unexpected moments of joy.
Why use mystery rewards?
Setting up mystery rewards in Loop
Customer portal experience
Related articles
Need help?
60-70% of customer portal actions are negative 🔍: When subscribers visit the portal, the majority of their actions tend to be defensive or cancellation-driven, such as pausing, skipping, or cancelling their subscriptions. This behavior reflects uncertainty, lack of motivation, or a weak connection to the product experience.
Only 50-60% of second orders are even attempted 📉: Despite successful acquisition, a large portion of customers drop off before the second order. This early churn has a significant impact on recurring revenue and limits the lifetime value of the customer. Many of these cancellations happen silently, without feedback, simply because there wasn’t enough reason or excitement for the subscriber to continue.
Early subscriber hesitation is your biggest retention leak 💡: The time between the first and second order is a crucial window where subscribers are still deciding if your product is worth the commitment. Without proactive engagement or incentives, many opt out before realizing the full value of the subscription.
Surprise your subscribers 🎁: Deliver a mystery reward reveal the moment subscribers land on the portal. Create an “aha!” moment that diverts them from revenue-impacting actions like cancel or skip.
Behavior-driven rewarding 🧠: Trigger rewards at high-risk churn moments — like just before the second order. Leverage analytics to identify leak-prone order numbers from Analytics > Orders > Overview > Order number-wise Leakage.
Boost order attempt rate 📈: Use surprise and curiosity to add positive friction. This can convert hesitation into engagement and recover otherwise lost orders.
Encourage habit formation 🔄: Mystery rewards tied to early orders help build customer habit loops, increasing the likelihood of long-term retention and sustained subscription behavior.
To get started with mystery rewards, first identify the key churn points in your subscriber journey, especially around the second order. You can do this by following the steps mentioned above to locate order churn hotspots. Once identified, you can configure targeted rewards in Loop to proactively engage customers and prevent drop-offs.
This feature is available exclusively on the Loop Pro plan.
The brand wants to set up a flow targeting the subscriber’s second order to reduce churn at this critical stage. By using mystery rewards, the goal is to deliver a surprise gift or additional discount that creates an aha! moment — encouraging the subscriber to stay engaged and continue their subscription.
Follow these steps to complete the process.
Navigate to Loop > Retain > Flows > Create flow.
Set up a flow based on the defined use case, where a gift or discount is offered when a customer becomes a subscriber and their second order is scheduled as per the subscription frequency.
Tip: If you are already offering order milestone-based rewards via flows, edit your flows to replace "Add product" or "Add discount" actions with "Add mystery reward" action.
This section allows you to configure the notification settings related to the mystery reward experience.
Note: You can define multiple conditions in Loop flows to implement mystery rewards tailored to your business use case requirements.
When an eligible subscriber lands on the portal, the configured flow will automatically trigger. The mystery reward reveal experience will be shown only when the subscription qualifies, not on every visit. This ensures the surprise remains impactful and aligns with the intended logic of the flow.
As per our problem statement, once a new subscription is created, the flow will be triggered to add a one-time gift to the user’s subscription.
The video below shows the experience the customer will have on the customer portal.
The one-time mystery reward has been added to the subscription profile.
Note: Reward will be added to the order even if the subscriber does not visit the portal.
Here are some related articles that may offer additional insight and context.
Learn more about Loop flows
Learn more about selling plan
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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This element of surprise not only delights customers but also drives stronger engagement and loyalty. For brands, it’s a powerful tool to improve retention, re-engage inactive subscribers, and enhance the overall experience through unexpected moments of joy.
In this article
Why use mystery rewards?
Setting up mystery rewards in Loop
Customer portal experience
Related articles
Need help?
Why use mystery rewards?
Why It Matters
60-70% of customer portal actions are negative 🔍: When subscribers visit the portal, the majority of their actions tend to be defensive or cancellation-driven, such as pausing, skipping, or cancelling their subscriptions. This behavior reflects uncertainty, lack of motivation, or a weak connection to the product experience.
Only 50-60% of second orders are even attempted 📉: Despite successful acquisition, a large portion of customers drop off before the second order. This early churn has a significant impact on recurring revenue and limits the lifetime value of the customer. Many of these cancellations happen silently, without feedback, simply because there wasn’t enough reason or excitement for the subscriber to continue.
Early subscriber hesitation is your biggest retention leak 💡: The time between the first and second order is a crucial window where subscribers are still deciding if your product is worth the commitment. Without proactive engagement or incentives, many opt out before realizing the full value of the subscription.
What’s New
Surprise your subscribers 🎁: Deliver a mystery reward reveal the moment subscribers land on the portal. Create an “aha!” moment that diverts them from revenue-impacting actions like cancel or skip.
Behavior-driven rewarding 🧠: Trigger rewards at high-risk churn moments — like just before the second order. Leverage analytics to identify leak-prone order numbers from Analytics > Orders > Overview > Order number-wise Leakage.
Boost order attempt rate 📈: Use surprise and curiosity to add positive friction. This can convert hesitation into engagement and recover otherwise lost orders.
Encourage habit formation 🔄: Mystery rewards tied to early orders help build customer habit loops, increasing the likelihood of long-term retention and sustained subscription behavior.
Setting up mystery rewards in Loop
To get started with mystery rewards, first identify the key churn points in your subscriber journey, especially around the second order. You can do this by following the steps mentioned above to locate order churn hotspots. Once identified, you can configure targeted rewards in Loop to proactively engage customers and prevent drop-offs.
This feature is available exclusively on the Loop Pro plan.
Problem statement
The brand wants to set up a flow targeting the subscriber’s second order to reduce churn at this critical stage. By using mystery rewards, the goal is to deliver a surprise gift or additional discount that creates an aha! moment — encouraging the subscriber to stay engaged and continue their subscription.
Follow these steps to complete the process.
Navigate to Loop > Retain > Flows > Create flow.
Set up a flow based on the defined use case, where a gift or discount is offered when a customer becomes a subscriber and their second order is scheduled as per the subscription frequency.
Tip: If you are already offering order milestone-based rewards via flows, edit your flows to replace "Add product" or "Add discount" actions with "Add mystery reward" action.
This section allows you to configure the notification settings related to the mystery reward experience.
Note: You can define multiple conditions in Loop flows to implement mystery rewards tailored to your business use case requirements.
Customer portal experience
When an eligible subscriber lands on the portal, the configured flow will automatically trigger. The mystery reward reveal experience will be shown only when the subscription qualifies, not on every visit. This ensures the surprise remains impactful and aligns with the intended logic of the flow.
As per our problem statement, once a new subscription is created, the flow will be triggered to add a one-time gift to the user’s subscription.
The video below shows the experience the customer will have on the customer portal.
The one-time mystery reward has been added to the subscription profile.
Note: Reward will be added to the order even if the subscriber does not visit the portal.
Related articles
Here are some related articles that may offer additional insight and context.
Learn more about Loop flows
Learn more about selling plan
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 🙂
Return to top
Updated on: 23/06/2025
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