Cancel Flow Loyalty Screen guide

This feature is intended to be used with Skio Loyalty.

What is the Loyalty Screen in Cancel Flow?

Loyalty Loss Aversion (Loyalty Screen) is a Cancel Flow step that shows customers what they'll lose if they cancel their subscription. When a customer enrolled in your loyalty program tries to cancel, they'll see a screen highlighting their tier status, rewards, and progress—giving them a reason to reconsider.

This screen always appears after any Splash Screen in your cancel flow, making it one of your last chances to retain loyalty members before they complete cancellation.

Only customers enrolled in your loyalty program will see this screen

How to set up Loyalty Loss Aversion

Step 1: Navigate to Cancel Flow

1. In the lefthand menu of your Skio Dashboard, go to Features > Cancel Flow

2. Select the flow you want to edit, or create a new flow

Step 2: Add the Loyalty Screen step

1. Click Add a step

2. Select Loyalty Screen

3. The step will automatically position itself after any Splash Screen

Loyalty Loss Aversion always appears after Splash Screen, even if you try to reorder it. This ensures your Splash screen videos or offers appear first.

Step 3: Choose a retention action

Select what action you want to offer customers instead of canceling:

• Skip next order

• Change next order date

• Edit frequency

• Swap product

• Pause

• Delay (Allow customers to choose a delay of 1, 2, or 3 billing cycles for their subscription)

• Get now

• Misc link

• Apply credits

Step 4: Add a title

Enter a title for the screen and optionally, a subtitle.

Step 5: Customize your message

Write a personalized message using loyalty properties. Type {{ to see all available options.

Default message in the modal (works for most merchants)

Hi {{first_name}},

        You're currently a {{loyalty_tier}} tier member.{{#if loyalty_current_ltv_distance_to_next_tier}}{{#if loyalty_next_tier_name}} You're only ${{loyalty_current_ltv_distance_to_next_tier}} 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.

If your loyalty program is based on orders instead of spending

<p>Hi {{first_name}},</p>
            <p>You're currently a <strong>{{loyalty_tier}}</strong> tier member.{{#if loyalty_current_order_count_distance_to_next_tier}}{{#if loyalty_next_tier_name}} You're only <strong>{{loyalty_current_order_count_distance_to_next_tier}}</strong> orders away from <strong>{{loyalty_next_tier_name}}</strong>{{#if loyalty_next_tier_rewards}} where you'll unlock: {{~#each loyalty_next_tier_rewards~}}
                            - {{this.name}}{{#unless @last}}<br>{{/unless}}{{~/each~}}{{/if}}{{/if}}{{/if}}
            If you cancel now, you'll lose access to the rewards you've already earned. <strong>Stay subscribed</strong> to keep your tier and keep moving closer to your next upgrade.</p>

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

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.

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

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:

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

• Getting started with Cancel Flows

• Cancel Flow Splash Screen guide

• Skio event and profile properties in Klaviyo