- Understand cancellation reasons.
- Convince subscribers to stay by:
- Explaining the value of your product.
- Highlighting the perks of being a subscriber.
- Addressing their specific needs.
Workflow setup
Trigger: Subscription cancellation requested- Show content: Explain the value of your brand (for now, keep it text-first—images and videos can be added later).
- Poll: Learn the exact reason for canceling.
- Offer alternatives: Depending on the poll response, offer a discount, free product, product swap, frequency change, or skip option as an alternative to canceling.
- Show confirmation: Make the outcome explicit (saved vs cancelled).
Best practices
Explain the value of your product and subscription
Before tempting your subscribers with discounts and free products, make sure they understand the value of your subscription and the benefits of building a habit. This is what ultimately makes them stick around and keeps your product as a part of their routine. Freebies can be effective, but consider them a last resort rather than the core of your retention strategy.Personalize for new vs. long-term subscribers
Your loyal subscribers have different reasons for canceling than people who subscribed just a few days (or hours!) ago. There’s no point in asking fresh subscribers if they have stocked up too much. Instead, it might be a better idea to explain the long-term value to them, or show them how to use the product — content that wouldn’t be very useful to someone who has already been subscribed for a year. Useful conditions:subscription.cycle_countsubscription.age_days
Personalize by subscribed product
You can create tailored routes for people subscribed to a specific product. Maybe it’s your flagship subscription-first product, or maybe it’s a brand-new release that you’d like to get targeted feedback on. Use the condition below in the workflow to check for a specific product variant:subscription.items contains item where variantId is equal to