Subscription cancellation prevention
Ask why before they cancel
A subscriber who clicks cancel usually has a reason, and often it isn't price. ACR asks what changed, offers the options you allow, and sends the way out if they still want to leave.
The channels this campaign can use
- Voice call
- SMS
- WhatsAppnot yet on
How too much coffee becomes a slower schedule
Example: schedule link sent0:00 / 0:30
What a cancellation campaign needs
1 event
your subscription app posts the cancellation to a private trigger URL
Your list
of offers: the agent offers only what you wrote down
1 link
the page that makes the change, since ACR doesn't change subscriptions itself
How it is set up, not results.
- Still no order
- Inside the shopper's hours
- Consent on file
- Not on the suppression list
- Country allowed
- STOP and HELP first
- Hand-off not requested
- Cooldown passed
- Dispatch limit not reached
- State calling rules
The problem
A cancel click doesn’t have to be the end
Subscribers leave for ordinary reasons. The product piles up, they are traveling, the flavor wasn't right, or a delivery went wrong. A cancel flow with a discount answers none of those.
Asking takes a minute. Some subscribers will still leave, and you will know why.
What it does
Give subscribers a reason to stay
Understands why they're leaving
The agent asks what changed and listens to the answer. What it hears goes on the run and, if you ask for it, into Analytics.Offers the right option
A skip, a pause, a slower schedule, a swap or a code: only the options you listed, for the reasons you listed them.Carries on across channels
No answer on the call? The sequence moves on to a text or an email, with the consent and hours rules applied to each.Records the outcome
Each conversation is sorted as positive, undecided or negative, and a signed webhook can tell your systems how the run ended.
How it works
How a conversation saves a subscription
Step 1: A subscriber starts to cancel
Your subscription app posts the event to the campaign's trigger URL.Step 2: ACR reaches out
In your store's name, inside their hours, and it asks what changed.Step 3: The agent offers
It matches the reason to your list, and sends the page that makes the change.Step 4: The outcome is logged
Kept, changed or canceled, with the reason, on the run and in your webhook.
The comparison
The offer changes with the reason
A discount is one answer to one of these reasons. These are the ones we would write into a brief to start.
Too much product piling up
What a discount does: Sells more of it
What the agent offers: Skip the next order or slow the schedule
Traveling or a short break
What a discount does: Nothing
What the agent offers: Pause for a set number of weeks
Didn't like the flavor or size
What a discount does: Discounts the wrong thing
What the agent offers: Swap to another product or size
Delivery or quality problem
What a discount does: Ignores the problem
What the agent offers: Hand off to your support team, then follow up
Price
What a discount does: Works, at a margin cost
What the agent offers: A smaller size or slower schedule first, your approved code last
Doesn't need it anymore
What a discount does: Wastes margin
What the agent offers: Sends the cancellation page, with thanks
The arithmetic
Retention can do more than offer discounts
Not every subscriber wants a lower price. Some want flexibility, a different product, or someone to fix a problem, and those cost you less than a discount does.
A flat discount
- $40 subscription
- 25% off for 3 orders
$30
given away in margin to keep one subscriber
A one-month pause
- Same order, later
$0
given away. The next order just moves back
Made-up numbers to show the arithmetic, not a result or a forecast. Put in your own.
Your control
Your customers, your rules
You decide which subscribers hear from you, which options are on the table, and how often anyone can be contacted. The agent follows what you write.
Every conversation is kept on the run, with a transcript for calls and a recording if recording is on, and you can read any of them.
When something is too complicated for the agent, it hands off to your team with a note of what was said. And it never makes leaving harder: a subscriber who still wants to go gets the page that does it.
From the people who built it
A subscriber who has decided to leave should be able to leave. The point of the call is to catch the ones who only needed a different schedule.
FAQ
Frequently asked questions
Something not covered here?
Ask us on a call, or read the full list of questions.
- 01
What counts as a cancellation attempt?
Whatever your subscription app reports. It might be someone reaching the last screen of the cancel flow, or asking support to cancel. Your system decides when to post the event. - 02
How does it prevent cancellations?
It asks why they are leaving, offers what you listed for that reason, and sends the page that makes the change. It can’t promise a subscriber will stay, and some won’t. - 03
What can it offer?
Whatever you write into the campaign’s offer and instructions, as long as your subscription app can do it: a skip, a pause, a slower schedule, a swap or a code. - 04
Will it work with our subscription app?
If the app can post an event to a web address, or run an automation that does, yes, through a Custom API campaign. There is no direct connector for a subscription app today, and ACR does not change the subscription itself. - 05
Can we control what is offered, and to whom?
Yes. Start conditions decide who enters a campaign, and the brief decides what each gets. You can set up one campaign per segment. - 06
What if they still want to cancel?
The agent thanks them and sends the page that finishes it, or passes the request to your team. Leaving should stay easy, and the agent should not argue. - 07
Will they know it's an AI?
If they ask, the agent says it is an AI, and that part cannot be switched off. Whether it also says so when it introduces itself is your choice; it is off by default. - 08
Does it always offer a discount?
No. You can leave codes out completely, or hold one back for a subscriber who keeps coming back to price.
Every subscription is worth one question
Tell us your subscription app and your main reasons for churn. We will look at how the events would reach ACR, and whether a campaign fits.
Want to see the pricing first? See how pricing works