Cancellation Management in Bold Subscriptions V1

Alexa

Published: June 19, 2020 15:53

Last Updated: April 13, 2023 14:19

This article outlines how to setup and use Bold Subscriptions V1's cancellation management feature. If you instead need to uninstall one of our apps, please visit Uninstall an App from Your Store.

Bold Subscriptions V1 has built in cancellation management to help keep your customers subscribed and satisfied. This feature is available to your customers on the Manage Subscriptions Page.

Prepaid subscriptions are incompatible with the cancellation management flow if they are renewed or allowed to expire on their own, as customers must specifically cancel their subscription in order for this flow to be respected. Please visit Prepaid Subscriptions for more information.

You can find and manage your cancellation flow in the Bold Subscriptions V1 app admin under Settings > Cancellation Flow.

This article is relevant to Subscriptions V1. If you have Subscriptions for Shopify Checkout on your store, please visit Cancellation & Dunning Management in Subscriptions for Shopify Checkout. If you are unsure of which version of Bold Subscriptions you have, please visit Identify Your Version of Bold Subscriptions.

Feature Overview

Bold Subscriptions V1 offers a variety of ways you can customize the cancellation experience for your customers:

Cancel their subscription
- Customers can click a button to cancel their subscription from the Manage Subscriptions Page right away. Customers will not be offered any solution or information.
Ask them for a reason they want to cancel
- Offer a way for customers to provide feedback on their subscription experience, or incentivize customers to stay subscribed. Each reason must be manually created in order to be available for selection by the customer. Below are some example reasons:
  - Too expensive
  - Receiving products too often
  - Can't figure out how to swap product
  - Won't be home for next shipment
  - Can't figure out how to use the product
  - Need less product
Provide them with special instructions
- Write an instructional message for your customers on how to cancel. This text will only display after a customer attempts to cancel.
Don't show a cancel button
- Your customers won't be able to cancel subscriptions on their own.

Only one of these options can be selected at a time.

Language Settings

You can change the language settings for the Manage Subscriptions Page cancellation window from the Bold Subscriptions V1 app admin under Settings > Language Settings > Wording for Recurring Orders Page.

Please visit Configuring the Language Settings in Bold Subscriptions for more information.

Cancellation Discounts

You can create and offer discount codes to your customers who are interested in cancelling their subscription(s).

When creating a discount code, there's an option to designate the code for cancellation purposes only. Creating a Cancellation Discount creates lists that can be used within the Offer these discounts section of the app's cancellation management feature.

Providing too many cancellation options for your customers can be confusing, however, so we recommend linking only one cancellation discount code per reason to limit your discount options.

Please visit Discount Codes Setup & Types for more information.

Setup

Alert

This snippet of code will stack two discount codes on top of each other. If your customer is already receiving a discount and they add a cancellation discount code, both discounts will be applied to their next order.

Setting up a cancellation flow is a great to reduce your customer's churn rate while keeping them happy and satisfied with their purchase.

If you decide to setup and use cancellation discount codes, you will need to insert a snippet of code into Shopify's Order Confirmation email template.

Please follow all of the steps below before using cancellation discount codes.

This snippet of code will stack two coupon codes on top of each other.

From the Shopify admin, select Settings.
Select Notifications.
Under Orders, select Order confirmation.
Find this section of code:
Copy and paste the following snippet of code right above this line: {% if discount_application.target_selection == 'all' %}
```
{% if attributes.cancellation-coupon-code == discount_application.title %}
{% continue %}
{% endif %}
```
Find this section of code:

Copy and paste the following snippet of code right below this line: {% endfor %}

{% if attributes.cancellation-coupon-code %}
{% if attributes.cancellation-coupon-unformatted-amount %}
{% assign cancellation_discount_amount = attributes.cancellation-coupon-unformatted-amount | times: 100.00 | minus: 0.00 | money %}
{% endif %}
<tr class="subtotal-line">
 <td class="subtotal-line__title">
 <p>
 <span>Cancellation Discount</span>
 <span class="subtotal-line__discount">
 <img src="{{ 'notifications/discounttag.png' | shopify_asset_url }}" width="18" height="18" class="discount-tag-icon" />
 <span class="subtotal-line__discount-title">{{ attributes.cancellation-coupon-code }}</span>
 </span>
 </p>
 </td>
 <td class="subtotal-line__value">
 <strong>{% unless attributes.cancellation-coupon-amount == 'Free Shipping' %}-{% endunless %}{{ cancellation_discount_amount | default: attributes.cancellation-coupon-amount }}</strong>
 </td>
</tr>
{% endif %}
{% assign cancellation_discounted_amount = attributes.cancellation-coupon-unformatted-amount | default: 0.00 | times: 100.0 | minus: 0.00 %}

Find this section of code:

Copy and paste the following snippet of code overtop of this line: {{ subtotal_price | money }}

<strong>
{% if attributes.cancellation-coupon-is-cashier %}{{ subtotal_price | money }}
{% else %}{{ subtotal_price | minus: cancellation_discounted_amount | money }}
{% endif %}
</strong>

Find this section of code:

Copy and paste the following snippet of code overtop of this line: {{ total_price | money_with_currency }}

<strong>
{% if attributes.cancellation-coupon-is-cashier %}{{ total_price | money_with_currency }}
{% else %}{{ total_price | minus: cancellation_discounted_amount | money_with_currency }}
{% endif %}
</strong>

Find this section of code:

Copy and paste the following snippet of code overtop of this line: You saved {{ total_discounts | money }}

You saved <span class="total-discount--amount">{% if attributes.cancellation-coupon-is-cashier %}{{ total_discounts | money }}
{% else %}{{ total_discounts | plus: cancellation_discounted_amount | money }}
{% endif %}
</span>

Select Save.

Incentives for Customer Retention

Incentives can only be offered when using the Ask them for a reason why they want to cancel cancellation method. When selected, an option to Provide incentives for customer retention will appear beneath Reasons for Cancelling.

There are two responses you can select from when setting up an incentive:

Provide Offers and Discounts
Provide Custom Explanation Text

Providing custom explanation text allows you to use rich text, HTML, images, external links and more, to better illustrate your store's cancellation flow and / or incentives.

Providing an offer or discount allows you to offer customers any combination of the following:

A discount code (created within Bold Subscriptions V1)
The ability to skip a shipment
The ability to swap a product
The ability to modify their product quantity
The ability to pause their subscription

For more information on how customers can manage their own subscription(s), please visit Subscription Management: Customer Perspective.

Example 1

Your product takes time setting up which may deter some customers.

You can set up a cancellation flow that displays a link to your help center when customers select This product is too hard to use.

Example 2

You want to offer customers a 10% retention discount to customers who want to cancel.

You can set this up by selecting Don't cancel and save 10%. The customer will then be offered a 10% discount code, as well as the ability to modify their order's product quantity.