Cancel Flow v2

Outline:

  • Overview
  • Setup Instructions
  • Video Walkthroughs

Overview

What is the cancellation flow in Skio?

Skio allows you to customize cancellation reasons, offer incentives to prevent cancellations, and track saved subscriptions

How can I customize the cancellation flow?

Merchants can customize each cancellation reason, the rebuttal message, and the discount offered to prevent cancellations

Can I offer an incentive to prevent cancellation?

Yes! Merchants can setup a discount incentive when a subscriber tries to cancel with a built-in cooldown window to prevent abuse

Setup Instructions

Cancel Flow v2 requires the new Customer Portal. Here's how to upgrade to the new customer portal: Upgrading to New Skio Customer Portal

Step 1: Choose cancellation reasons

  • On the left side of the page, choose up to 10 cancellation reasons to identify why subscribers are cancelling
  • Note: An “other” section will appear automatically as a cancellation reason and will ask the subscriber to type in a note to explain their cancellation reason
  • Cancellation reasons are added to each subscription
  • Merchants should try to have at least 5 cancellation reasons

Step 2: Choose message rebuttals

  • On the right side of page, choose up to 10 different cancellation rebuttals which will be displayed based upon the cancellation reason a subscriber chooses
  • A rebuttal is a message that will populate after the cancellation reason is shown and before the discount incentive is offered
  • Rebuttals are a great tool to educate subscribers about different actions they can take within the customer portal (swaps, custom shipping intervals if enabled, etc)

Step 3: Choose cancellation reason action

  • When setting up a cancellation reason in Cancel Flow v2, you can now select a recommended actiont to be displayed for each reason
  • The actions available are:
    • Skip Next Order
    • Change Next Order Date
    • Edit Shipping Frequency
    • Swap Products
    • Offer Discount (off next order only)
  • Click save!

Step 4: Choose discount incentive & cooldown window

  • After a subscriber is shown their rebuttal reason, Skio can trigger an incentive discount that will apply to the next order to help prevent cancellations
  • The discount can be setup as a dollar off discount ($) or percentage off discount (%)
  • To prevent discount abuse, Skio offers a cooldown window which disables the discount incentive for a set number of days
    • By default this is set to 100 days

Video Walkthroughs


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