There are several retention steps to choose from to help keep your customers around when they're attempted to cancel their subscription.

These steps will appear in the self-service modal, as part of the cancellation flow. To turn them on, navigate to Settings > Configuration > Pause and cancel subscription, scroll down to the Retention steps section and click the toggles next to each one you want to enable. Make sure to click Update retention steps once you've made any changes.

The Help interrupt retention step aims to retain customers by offering them support. Here, you can direct your customers to support pages or provide them with contact information, such as a phone number, email address or any other additional information you think might be useful. You'll be able to see a preview of the page directly as you edit. On each of the retention steps, the customer will have the option to Keep my subscription.

The Reasons to stay retention step encourages customers to continue with their subscription by reminding them why they chose your product in the first place.

You can add any lines of text that reflect your company's personality and preview how this retention step will look to your customers.

The time remaining retention step reminds customers of the time they have paid for and will be losing by cancelling their subscription.

You can edit the text your customer will see in the reminder and preview how this retention step will look to your customers.

The Plan change retention step gives customers who attempt to cancel their subscription the option to switch to an alternate plan, rather than cancelling their subscription altogether.

You can edit the text your customer will see and preview how this retention step will look to your customers.

The Apply discount retention step offers customers who attempt to cancel their subscription a discount and/or promotion as incentive to stay.

You can determine the size and length of the discount or promotion and preview how this retention step will look to your customers. You also have the ability to customise whether the discount is applicable to all customers, or just those who have held subscriptions for a designated amount of time by setting a minimum tenure.

Important: You need to set up this discount by clicking on the edit icon and configuring the amount you would like the discount to be, otherwise the toggle will not stay on when saved.

Remember to select Update retention steps after you've made any changes.