Every time a customer completes the cancellation flow, the app records it. Apps → Progus Subscriptions → Retention has three tabs: Cancellation Flow for the settings, Cancellation Reasons for the reasons customers gave, and Accepted Offers for the offers that worked.
Retention reporting needs a paid plan, Growth or higher. It fills up as customers go through the flow.
The Cancellation Reasons tab lists Date, Subscription, Customer, Reason and Outcome. The outcome is either Cancelled or Paused, so pauses that went through the flow are counted separately from the customers you actually lost. Only customers who cancelled or paused are listed here. A reason given by someone who accepted an offer and stayed appears under Accepted Offers.
Narrow the list with the All logs, Cancelled and Paused tabs, which are how you pick the outcome, or with Search logs, Reason and Sort (Newest first or Oldest first). Search matches customers, so you can look up one buyer.
The Accepted Offers tab has the same date, subscription, customer and reason columns, plus Offer type. There is no column for the value of the offer. Filter it by Skip delivery, Discount or Swap product to see which answer works for your shop.
A customer who accepted an offer appears here. A customer who declined and went through with it appears on the reasons tab. Compare the two to judge whether an offer is worth its margin.
The Retention tab under Analytics turns the same log into numbers for the last 7, 30 or 90 days: Retention flow events, Accepted retention offers, Offer acceptance rate, Subscriptions saved after offer (offer accepted and the flow did not end in a cancel or a pause), Top cancellation reason, Cancellations (flow) and Pauses (flow).
If one reason dominates, change its counter-offer on the Cancellation Flow tab and compare the next 30 days.
If "Too expensive" leads, look at the discount you actually offer before you cut your list price.
If the swap offer is rarely accepted, check that the products in your swap groups are ones customers want.
Stuck on any of this? Open the chat in the bottom right corner of the app and we will help you set it up.
