Cancel save

Configuration guide for the “Cancel Save” use case, which intercepts cancellation flows to offer retention prompts.

Overview

Video

Here is a video tutorial that shows how to set this up for your website and app.

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Note:

Conversions are significantly lower when using a redirect URL instead of 1-Click Actions.

Prerequisites & limitations

  • You must have Company, App Administrator, or App Member permissions in Recurly Engage.

Definition

The Cancel Save use case intercepts the cancel button click and presents users with a personalized retention offer instead of immediately canceling.

Key benefits

  • Reduced churn: Present targeted offers at the moment of intent to cancel.
  • Improved satisfaction: Allow users to choose alternatives rather than forcing cancellation.
  • Data-driven insights: Capture cancellation reasons to optimize retention strategies.

Key details

One of the most popular uses of Recurly Engage is intercepting the cancel button click and presenting the user with a personalized offer.

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When combined with 1-Click Actions, you can expect significant reductions in cancellations with improved customer satisfaction.

Guide

  1. Enable 1-Click Actions by activating the connector to your Billing platform.
  2. Alternatively, specify a redirect URL to an existing cancellation confirmation screen.
  3. Create a Guide (Settings > Guides) and set the type to survey.
  4. Define the cancellation reasons options with corresponding CTAs:
  • Too expensive → CTA to a save offer
  • Not enough content → CTA to latest content or save offer
  • Technical issues → CTA to support
  1. Create an A/B experiment on any prompt variation to test different offers or designs.
  2. Set the segment to Test Users.
  3. Set the trigger to fire on the cancel button click:
  • Use the Live Preview tool to detect and capture the cancel click event.
  • Or have your developers specify the click event via regex or custom JavaScript.
  1. Start the Guide.
  2. Add your User ID to the Test Users segment (Settings > Users > Test Users).
  3. Confirm that the Guide launches when you click the cancel button.

Example


What’s Next