Cancelling: reason and offer
- Set the reasonsUp to ten reasons the customer chooses from when cancelling, such as 'too expensive' or 'too much at home'. That shows you why customers stop.
- Choose an offer per reasonA discount on the next deliveries, skipping one delivery, pausing for a number of months, delivering less often, or no offer.
- Limit repeatsYou set how long the same subscription gets no new offer, so customers do not keep clicking 'cancel' for a discount.
When the customer accepts the offer, the subscription keeps running. When they cancel after all, the reason is stored. Under Analytics you see the reasons and how often an offer prevented a cancellation.
Minimum term and notice period
You can set a minimum number of deliveries and a notice period. When a customer cancels earlier, the subscription stops after the term or the notice period and they get a confirmation of that.
Win-back
A number of days after cancelling, which you set, the customer gets one personal discount code, to be used once and only by that customer. It happens once per subscription and not when the customer still has another subscription. The code can go to Klaviyo as an event too.
Failed payments
| Setting | What it does |
|---|---|
| Retry after failed payment (days) | On which days Loyalo tries again, by default after 1, 3 and 5 days |
| If all attempts fail | Pause the subscription, cancel it or leave it |
| Payday | An attempt just before payday moves to the morning after |
| Product sold out | Collect anyway, wait a few days or skip the delivery |
| Card expiring | The customer gets an email beforehand when their card expires before the next delivery |
With every failed attempt the customer gets an email. For iDEAL it holds a payment link; with a card the customer updates their payment method through the portal. A separate email goes out before the last attempt.
Subscriptions with a failed payment are at the top of the list under Subscriptions, with the next attempt next to them. On the subscription itself 'Retry now' collects once more right away.
Can I make a different offer per reason?
Yes. For every reason you choose a discount, skipping, pausing, delivering less often or no offer.
How often does Loyalo retry a payment?
As often as you set, up to six times. By default three times: after 1, 3 and 5 days.
Does a customer get a discount every time they click 'cancel'?
No. You set a period in which the same subscription gets no new offer.
What exactly is win-back?
An email with a personal discount code for a customer who stopped, a number of days after cancelling that you set.
Customer portal
Customers manage their subscription and points themselves: in the Shopify customer account, by login link or on your own address. You decide what they may do.
Emails and brand style
Loyalo sends emails about subscriptions and points in your own brand style, in the customer's language. Per email you choose whether Loyalo or Klaviyo sends it.
Troubleshooting
The widget does not show, a collection fails or an email does not arrive: per problem you find the cause and the fix here.