Cancellation Management in Bold Subscriptions

Overview

Bold Subscriptions has a built in "Cancellation Management" feature that helps with retaining customers and providing options that will keep your customers subscribed and satisfied with their orders.

This feature is available from the "Manage Subscription" page when a customer is logged into your store.
 
Subscriptions that are prepaid will not be able to follow the cancellation management flow if they are renewed or allowed to expire on their own. A customer must specifically cancel their subscription for this flow to be respected. Visit Prepaid Subscriptions for more information on this feature.

You can find this feature under Settings > Cancellation Flow in the Subscriptions admin.


Setup

This feature is great for helping reduce the churn rate for your customers, and to try to keep your customers happy with their subscription purchases on your store.

If you choose to use the Cancellation Management in Bold Subscriptions feature and cancellation discount codes, there is a snippet of code that should be inserted into the "Order confirmation" email Shopify sends out to your customers.

This snippet of code will stack two coupon codes on top of each other, please follow these instructions to insert it:
  1. From Shopify's admin, select Settings.
  2. Select Notifications.
  3. Select Order confirmation.
  4. Find this section of code:Source Block
  5. 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 %}
  6. Find this section of code:Section of Code
  7. 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 %}
  8. Find this section of code:Section Locate
  9. Copy and paste the following snippet of code overtop of this line: <strong>{{ subtotal_price | money }}</strong>
    <strong>
    {% if attributes.cancellation-coupon-is-cashier %}{{ subtotal_price | money }}
    {% else %}{{ subtotal_price | minus: cancellation_discounted_amount | money }}
    {% endif %}
    </strong>
  10. Find this section of code:Locate this Code Block
  11. Copy and paste the following snippet of code overtop of this line: <strong>{{ total_price | money_with_currency }}</strong>
    <strong>
    {% if attributes.cancellation-coupon-is-cashier %}{{ total_price | money_with_currency }}
    {% else %}{{ total_price | minus: cancellation_discounted_amount | money_with_currency }}
    {% endif %}
    </strong>
  12. Find this section of code:Locate this Code Block 5
  13. Copy and paste the following snippet of code overtop of this line: You saved <span class="total-discount--amount">{{ total_discounts | money }}</span>
    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>
  14. Select Save.
Since there are multiple ways this can be set up on your store, please feel free to contact our Merchant Success Team for any questions or recommendations regarding this feature.

To set this feature up, please follow these steps:
  1. From Shopify's admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Settings, then Cancellation Flow.
  4. Select one of the 4 options. More information for each can be found below.
  5. Select Add a custom message above your cancellation reasons (optional).
  6. Enter the custom message (optional).
  7. Select Provide incentives for customers retention (optional).
  8. Select Add a Reason.
  9. Select a custom reason.
  10. Under "Response", select an option.
  11. Provide Custom Explanation Text. Please see our example below.
  12. Select Done Editing.
  13. Repeat these steps until you have entered all the reasons a customer may cancel.
  14. Select Save.

Features

The cancellation management provides four options that can be used to try to retain your customers when they try to cancel their subscription. Only one can be selected for your store at a time.

Cancellation Flow Overview

Every option has some unique offerings or capabilities:

Cancel their subscription:

If you select this option, a customer can cancel their subscription at any time from the "Manage Subscription" area of the application. They will not be offered any solutions or information, and their subscription will end.

Ask them for a reason they want to cancel: 

With this option, you can create multiple reasons a customer may want to cancel. Each reason results in different options/information being presented. A customer can still cancel, but with the correct information or a customized incentive, hopefully, that won't happen.

This option requires the most setup, but it's the option to choose if you're invested in keeping your customers subscribed and want to do what it takes to keep them.

With this option, you are able to create different reasons a customer may cancel and provide different options, special cancellation coupons, or text when a customer selects a specific reason.

Some examples that are suggested for this flow for the customer to select are:

  • 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.

For each selected option, you must provide a "result" that will display to your customer upon choosing that reason that helps them consider maintaining their subscription.


Provide them with special instructions: 

This is well suited for stores that would rather have customers contact them to cancel. You can put any text you see fit in this area and provide contact details if you wish. This text will display after a customer attempts to cancel.

Don't show a cancel button:

This is for stores that don't want to allow cancellations. The option to cancel their subscription will not display in the "Manage Subscription" area. This may result in customers contacting you more often, and you will have to cancel their subscription for them in Subscriptions admin.


Provide Incentives for Customer Retention

To allow more in-depth options, select the "Provide incentives for customer retention" option.

When this option is not selected, your store will be listing reasons why a customer is cancelling, but will not be providing any further options. A customer will select why they are cancelling, and cancel their subscription. This is simple to set up and would be recommended for stores that want a quick solution without any setup being necessary. It'll provide a bit more insight as to why customers are cancelling.

If you choose to provide incentive, you can choose to Provide Offers and Discounts to offer special cancellation discount codes. You can also Provide Custom Explanation Text which allows you to use rich text and HTML including images and external links.

For example, if you have a product that may take some setting up, you can link them to your stores help center when the option for "This product is too hard to use" is selected.

Create_Option__Too_hard_to_use_.png



Another example is if you wanted to offer your customer a retention discount. You can offer them a deal like "Don't cancel and save 10%". You'll notice a cancellation discount/coupon code is being offered, and the ability for a customer to modify their quantity.

Provide Retention Discount



Cancellation Codes

If you are unfamiliar with the discount codes that can be offered in Bold Subscriptions, please see our article on the Different Discount Code Types.

There is an option when creating a discount code that designates its use for cancellation purposes only. Creating these "Cancellation Discounts" creates lists that can be used within the "Offer these discounts" section of the cancellation management.

Instead of choosing "Standard Discount" when creating this code, select "Cancellation Discount". It is important to specify how many orders you want this discount to be able to apply to. If you want a discount code to be limited to one order, that can be specified.

Cancellation codes are able to stack. If your customer is already receiving a discount on their subscription and they add the cancellation discount, you will see them both on their next order.

Providing too many cancellation options for your customers can be confusing. We recommend linking one cancellation discount code per "reason" to try to limit your discount options to one or two.


Language

You can change the language settings for the Manage Subscription Cancellation Window by going to the Settings > Language Settings > Wording for Recurring Orders Page. More information can be found within the Configuring the Language Settings in Bold Subscriptions article.

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