If a customer starts to cancel their subscription, Subi can offer them the option to switch to a different delivery frequency instead of cancelling. This is called the Change frequency treatment, and it appears in your cancellation flow as a “Try a different cycle” offer. This article explains what the Change frequency offer does, how to add it to your cancellation flow, and which subscriptions are eligible to see it.
What the Change frequency offer does
When an eligible customer reaches a step in your cancellation flow that includes the Change frequency treatment, they are shown the alternative delivery cycles available for their product. Each option displays the new frequency, the price for that cycle, and any discount that applies. Instead of cancelling, the customer can pick a cycle that suits them better and keep their subscription active.
How to add it to your cancellation flow
You add the Change frequency treatment in the cancellation flow builder, the same way you add any other retention offer:
From your Subi admin, open Retention and then Cancellation flow.
Under “Add to flow”, select Treatment to add a treatment step.
In the treatment’s settings, set the type to Change frequency.
Connect the treatment to the reason (or reasons) where you want it to appear, then save your flow.
Who sees this offer, and who does not
The Change frequency offer only appears for subscriptions that can actually switch cycles, so it is not shown to every customer. A customer sees the offer only when both of these are true:
Their subscription contains a single product, and
that product has more than one selling plan (more than one frequency option) configured.
Subscriptions with multiple products, or with a product that has only one selling plan, will not see the offer, because there is no alternative cycle to switch to.
The offer is also not available for prepaid subscriptions — those billed less often than they are delivered. Prepaid plans are not offered as switch options either, so customers on a prepaid plan will not see this treatment.
Recommended setup
Because some customers will not qualify for the Change frequency offer, pair it with another treatment — such as a discount or a skip — in the same treatment box. That way, customers who cannot switch frequency still see a retention offer instead of an empty step.
Next steps
Once your flow is saved, test it from a customer account to confirm the offer appears as expected. If you need a hand setting up your cancellation flow, reach out to our support team through the in-app chat.