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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.

    Select Apps 

  2. Select Recurring Orders & Subscriptions by Bold.

    Select Recurring Orders & Subscriptions by Bold 

  3. Select Settings.

    Select Settings

  4. Select Cancellation.

    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 Add a custom message above your cancellation reasons (optional).

        Add Custom Message 

      2. Enter the custom message (optional).

        Custom Message 

      3. 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

      4. Select Add a Reason.

        Add Reason

      5. Enter a custom reason.

        Reasons

      6. 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.

            Reason 1

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

            Custom Explanation Text

      7. Select Done Editing.

        Done Editing

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

        Repeat Steps

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

        Provide them with special instructions

    • Don't show a cancel button.

      Don’t show a cancel button

  6. Select Save.

    Save Reasons

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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