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Cancellation Management Setup

Recurring Orders has a cancellation management feature that will help you retain customers.  For more detailed information about how this feature works, visit: Cancellation Management in Recurring Orders. To set this up, follow these steps:

  1. From "Shopify Admin", select Apps.
  2. Select Recurring Orders & Subscriptions by Bold.
  3. Select Settings.

    Select Settings

  4. Select Cancellation.

    Select Cancellation

  5. Under “When the customer clicks the “cancel” button…”, select:
    • Cancel their subscription,

      Cancel their Subscription

    • Ask them for a reason they want to cancel,

      Ask them for a reason they want to cancel

      1. Select Provide incentives for customer retention (optional).

        Note: Visit: Cancellation Management - Add Liquid Code for Cancellation Email Template to add the needed liquid code.

        Provide incentives for customer retention

      2. Select Add a Reason.

        Add a Reason

      3. Enter a custom reason.

        Enter a custom reason

      4. Under "Response", select an option:
        • Provide Offers and Discounts; or
          1. Select Skip Shipment (optional).
          2. Select Swap Product (optional).
          3. Select Modify Quantity (optional).
          4. Under “Offer these discounts”, select discount(s) (optional).

            Note: Visit: Create Discount Codes with Recurring Orders to learn how to set up cancellation discount codes.

            Select Discounts

        • Provide Custom Explanation Text.
          1. Enter text, images and html.

            Provide Custom Explanation Text

      5. Select Done Editing.

        Select Done Editing

      6. Repeat steps ii to v until you have entered all reasons.

        Repeat steps ii to v

    • Provide them with special instructions; or
      1. Under “Cancellation Instructions”, enter text.

        Enter Cancellation Instructions

    • Don’t show a cancel button.

      Don’t show a cancel button

  6. Select Save.

    Select Save

Note: Providing too many options for customers sounds like a good idea in theory, but can be confusing. We advise linking only one cancellation discount code per reason, and limit your discount options to one or two.

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