A retention offer is the intervention Churn.io presents to a customer after they complete the survey step. It is the most powerful part of your cancel flow: a well-targeted offer can turn a customer who was certain they wanted to leave into one who stays.
The six offer types
Churn.io supports six distinct offer types. Each one is suited to a different cancel reason:
Discount: reduce the price for the next billing period. Best for "Too expensive".
Pause: let the customer suspend their subscription temporarily. Best for "Taking a break" or "Not using it right now".
Free month: extend their subscription at no charge. Works well as a goodwill gesture across multiple cancel reasons.
Trial extension: add more time to a trial period. Specific to trial users who are not ready to commit.
Book a call: route the customer to your team for a high-touch conversation. Best for enterprise customers or when the cancel reason involves a solvable problem.
Custom page: redirect the customer to any URL. Use for feature tours, case studies, pricing comparisons, or custom retention experiences.
How offer targeting works
Each offer can be targeted in two ways:
Cancel reason targeting: show the offer only when the customer selected a specific cancel reason in the survey
Audience condition targeting: show the offer based on subscription attributes such as plan, billing cycle, or tenure (requires a connected payment processor)
⚠️ One offer at a time
Only one offer is shown per session. If multiple offers match the customer's cancel reason and audience, Churn.io shows the first matching offer based on the order you have set in the flow editor.
Measuring offer performance
Every offer tracks its own acceptance rate: the percentage of customers who saw it and accepted. View this from Dashboard > Flow Performance to see which offers are working and which need adjustment.
💬 Questions or concerns?
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