Hi {{first_name}},
You're currently a {{loyalty_tier}} tier member.{{#if loyalty_current_order_count_distance_to_next_tier}}{{#if loyalty_next_tier_name}} You're only {{loyalty_current_order_count_distance_to_next_tier}} orders away from {{loyalty_next_tier_name}}{{#if loyalty_next_tier_rewards}} where you'll unlock: {{~#each loyalty_next_tier_rewards~}}
- {{this.name}}{{#unless @last}}
{{/unless}}{{~/each~}}{{/if}}{{/if}}{{/if}}
If you cancel now, you'll lose access to the rewards you've already earned. Stay subscribed to keep your tier and keep moving closer to your next upgrade.
Hi {{first_name}},
You currently have {{loyalty_credit_balance}}. Want to use them instead of cancelling?
``` > Set the action to **Apply credits** and set the **Conditions** to `credit balance greater than 0`. #### Common properties you can use - `{{first_name}}` Customer's name - `{{loyalty_tier}}` Their current tier - `{{loyalty_next_tier_name}}` Next tier name - `{{loyalty_current_ltv_distance_to_next_tier}}` Dollar amount to next tier ### Step 6: Show current tier benefits (optional) Toggle on **Show tier rewards** to display a "Benefits in this level" section listing all the rewards in the customer's current tier. ### Step 7: Add conditions (optional) Add targeting conditions if you only want to show this screen to specific customers, such as #### In Tier > Target customers by their loyalty tier or credit balance. - **If the customer's tier is**: Select **in** or **not in**, then choose specific tiers - **If current credit balance is**: Choose a comparison (equal to, greater than, less than, etc.) and enter an amount .png) Show the screen based on the customer's loyalty tier or credit balance. #### Distance to Tier > Target customers based on how close they are to reaching or losing a tier. - Choose a metric: **Order count**, **LTV**, or **Product count** - Select tier reference: **Current tier** or **Next tier** - Set comparison: Choose an operator (equal to, greater than, less than, etc.) and enter a value - **Apply post-cancellation logic** (optional): Evaluate based on the customer's state after canceling. .png) **Example**: To show the screen if a customer is within 2 orders of the next tier, select **Order count**, **Next tier**, **Less than or equal to**, and enter **2**. #### Tier at Risk > Target customers who may lose their current tier if they cancel. - **If the customer's current tier is**: Choose **at risk of being lost** or **not at risk of being lost** - **Apply post-cancellation logic** (optional): Evaluate based on the customer's state after canceling  ***See all available conditions*** ****Customer-based conditions**** - **Customer tag**: Filter by whether a customer has or does not have a specified tag. - **Credit balance**: Filter customers based on their available store or subscription credit balance. - **In Tier:** Target customers who are currently in specific loyalty tiers. - **Distance to tier:** Target customers based on how close they are to reaching their next loyalty tier (measured by order count, LTV, or product count) and their current tier level. - **Tier at risk:** Target customers whose current tier is at risk of being lost due to tier expiry rules. ****Subscription-based conditions**** - **Order number**: Filter by the current order number (for example, a subscription with 3 orders would have order number = 3). - **Total quantity**: Filter by total quantity of products in the subscription (for example, 1 × Product A and 1 × Product B = quantity of 2). - **Total value**: Filter by total dollar value of the subscription (sum of each product's subscription price × quantity). - **Subscription creation date**: Filter by when the subscription was created. - **Day of week**: Filter subscriptions with a specific charge day of the week. - **Discount code**: Filter subscriptions that contain specific discount codes. - **Is prepaid renewing**: Filter prepaid subscriptions by whether they are set to renew (continue into another term) or end after the current prepaid cycle. - **Migrated from another platform**: Identify subscriptions migrated from another platform (only captures the migrated subscription, not new subscriptions created by the same customer). - **Next billing date**: Filter subscriptions where the next billing date falls on, before, or after a selected date. - **Shipping interval**: Filter by how often the subscription ships (for example, every week, every 2 weeks, monthly). - **Subscription country**: Filter by shipping address country (supports multiple selections). Condition can be set to **is** or **is not** to include or exclude customers in the selected countries. - **Subscription ID**: Enter specific subscription IDs to target with the operation. - **Subscription note**: Filter subscriptions based on keywords or text stored in the internal subscription note. - **Subscription status**: Filter by status (Active, cancelled, failed, under review, paused). ****Product-based conditions**** - **Contains products:** Identify subscriptions that include a specific product. - **Contains dynamic boxes:** Filter subscriptions that include a specific dynamic build-a-box product. - **Contains static boxes:** Filter subscriptions that include a specific static build-a-box product. - **Does not contain dynamic boxes:** Filter subscriptions that do not include a specific dynamic build-a-box product. - **Does not contain static boxes:** Filter subscriptions that do not include a specific static build-a-box product. - **Exclude products:** Identify subscriptions that do not include a specific product (helpful when paired with “contains products”). ****Other conditions**** - **Audit log**: Filter subscriptions based on specific audit log actions. - **Cancel Flow**: Filter subscriptions that had X rebuttal shown and was saved or not saved. - **Quick action**: Filter customers or subscriptions based on whether a specific Quick Action link has been actioned, or viewed but not actioned. - **Surprise and Delight**: Filter customers who were or were not qualified for a surprise and delight gift. > [!NOTE] > What is post-cancellation logic? > > Enable this toggle to evaluate conditions based on what the customer's loyalty status would be *after* they cancel, not their current status. This shows customers what they'll lose by canceling. > > > > For example, set a condition for "**credit balance greater than 100**" with post-cancellation logic enabled. The screen only shows if they'd have more than 100 credits remaining *after* canceling. ### Step 8: Save your changes 1. Click **Save** on the Loyalty Loss Aversion step 2. Click **Save Flow** to publish your changes ## How it appears to customers When a loyalty member tries to cancel:  How the Loyalty Screen appears to customers when they attempt to cancel. 1. They see any **Splash Screen** first (if you have one) 2. Then they see the **Loyalty Screen** showing: - Your custom title and message - Their current tier - How close they are to the next tier (if applicable) - What rewards they'll unlock next (if applicable) - Benefits in their current tier (if toggled on) - Buttons to either take the retention action or continue canceling 3. If they choose the retention action (like Skip Next Order), cancellation is avoided 4. If they click **Continue**, they move to the cancellation reason prompts ### What the customer sees **If they're working toward a next tier:** They'll see their current tier, how much they need to reach the next tier (in dollars or orders), and what rewards they'll unlock. **If they're at the highest tier or have $0 to next tier:** They'll see their current tier and a reminder they'll lose their earned rewards if they cancel. ## Additional resources - [Loss Aversion properties](/help/docs/loss-aversion-properties) - [Getting started with Cancel Flows](/help/docs/getting-started-with-cancel-flows) - [Cancel Flow Splash Screen guide](/help/docs/cancel-flow-splash-screen-guide) - [Skio event and profile properties in Klaviyo](/help/docs/skio-properties-sent-to-klaviyo) Cancel Flow is a feature in Skio that helps you reduce churn by presenting targeted offers—like discounts, pauses, or product swaps—when customers attempt to cancel their subscription.