Frequently asked questions
Answers to common questions about Cancellation Flows, Payment Recovery, Reactivation Campaigns and your account.
Cancellation Flows
What happens when a customer clicks cancel?
When a customer clicks Cancel in your application or customer portal, Churn Solution opens a session for that subscription, checks which cancellation flow applies to this customer (the first conditioned flow they match, otherwise the primary flow), and shows them that flow — survey, offers and confirmation — to bring them back to your product.
Why don't I see my coupons and plans from my payment provider?
Coupons and plans are imported from a live connection. Connect your live gateway account under Settings → Integration. If you want to try it in test mode, switch on the Test mode toggle in Churn Solution and you will see the coupons and plans from your test account.
Where can I see applied coupons and payments?
In live mode the dashboard shows real-time results for each flow: sessions, offers accepted, boosted revenue. Test mode does not report payments.
How does Churn Solution work with the Stripe Customer Portal?
Once a flow is created you can launch it from the Churn Solution app and reach the Stripe Portal from the same place, so customers can cancel through the portal and still see your flow.
A customer has several subscriptions. Can each get its own discount?
Yes. Each subscription is treated independently by its ID, so pauses, discounts and cancellations apply per subscription.
Which gateways support cancellation flows?
All of them: Stripe, Braintree, Paddle, Revolut, Recurpay, WooCommerce and Paid Memberships Pro. See the compatibility matrix for the offers available on each.
What are good practices for designing a cancellation flow?
Start with one exit survey, map each reason to one offer, keep the flow to three screens, and A/B test the offer rather than the copy. Our blog post How to Build a SaaS Cancellation Flow walks through examples.
Payment Recovery
Which gateways support Payment Recovery?
Stripe, WooCommerce and Paid Memberships Pro. For other gateways, contact the team.
What do I need before I can send dunning emails?
A connected gateway and a domain for the emails and the hosted recovery pages. Contact the team with the domain you want to use and we set it up via DNS.
Will Smart Retries charge a customer twice?
No. Smart Retries works alongside your gateway's own retries and skips any attempt that would coincide with one.
When does a recovery sequence stop?
The moment the invoice is paid — whether through an email link, a successful retry or the Payment Wall — no further emails or retries are sent for it.
Reactivation Campaigns
Which gateways support Reactivation Campaigns?
Stripe, WooCommerce and Paid Memberships Pro. For other gateways, contact the team.
Who enters a reactivation campaign?
Customers who cancelled and match the campaign's conditions. A customer matching several campaigns enters the first one from the top.
How do I send SMS?
Contact the team so we can set up the number your messages are sent from, based on your customers' location. Then switch SMS on for any step of the sequence.
What happens when the customer clicks the reactivation link?
They land on your hosted reactivation page and reactivate in one click — no password and no card re-entry when a saved payment method exists. The coupon attached to the campaign is applied to the reactivated subscription.
General
How do I cancel my Churn Solution subscription?
Email [email protected] from your account email and we will take care of it.