A retention offer is an incentive your cancel flow shows a customer who is trying to leave — a discount, a pause, a free month, and more — giving them a reason to stay instead of cancelling. When a customer accepts an offer, churn.io applies it to their subscription (where your billing platform supports it) and counts the session as a save. This article explains the offer types available, how to add and order offers, and what happens when a customer accepts one.
Offer types
When you add an offer to a flow, you choose one of six types. Each type has its own settings you fill in below it.
Discount — take a percentage off the customer's next bill. You set the percentage and how long it lasts: Once, Recurring (for a set number of months), or Forever.
Pause — let the customer pause their subscription temporarily instead of cancelling. You can offer a fixed length, let the customer choose a duration, or let them pick a resume date.
Free month — give the customer one or more months free.
Trial extension — add more days to a customer who is still in their trial. You can set a fixed number of days or let the customer choose.
Book a call — invite the customer to talk to your team. You provide a booking link and the customer is sent there.
Custom page — redirect the customer to any URL you choose, with a button label you set. Use this for a help article, a special landing page, or anything else.
💡 Which offers touch your billing platform
Discount, Pause, Free month, and Trial extension are applied directly to the customer's subscription in your connected billing platform when accepted. Book a call and Custom page simply send the customer somewhere — they don't change the subscription.
Discount and coupon settings
For a Discount or a Free month, you can either let churn.io create the coupon automatically (Auto-create) or point to an existing coupon you already manage in your billing platform (Use existing coupon). With auto-create, you set the percentage and duration and churn.io builds the coupon when the offer is accepted. With an existing coupon, you pick it from your coupon list.
⚠️ Set a real discount amount
An auto-created discount left at 0% will be flagged. Set a meaningful percentage, and if you choose an existing coupon, make sure one is selected — otherwise the offer can't be applied.
Adding and ordering offers
Open the Offers section of your flow. The Default offers tab holds the offers shown to every customer who isn't matched to a more specific offer.
Click Add offer and choose an offer type. Each type can only be added once.
Set the headline, subtext, and the type-specific settings.
Drag offers to reorder them. Offers are shown in order: if a customer declines the first, they see the next.
We recommend 2–3 offers for the best conversion. You can keep adding offer types until you've used all six.
Survey offers (per cancel reason)
The Survey offers tab lets you tailor offers to why a customer is leaving. For each cancel reason you defined in your Survey section, you can assign a different set of offers.
If a reason has its own offers, the customer who picks that reason sees those offers.
If a reason has no offers assigned, your Default offers are shown instead.
To assign reason-specific offers, expand a reason and click Add offer for this reason. You must add your cancel reasons in the Survey section first — if there are none yet, the tab will tell you so.
What happens when a customer accepts
When a customer accepts an offer:
For a discount, pause, free month, or trial extension, churn.io applies the change to that customer's subscription in your connected billing platform.
For a book-a-call or custom-page offer, the customer is sent to the link you provided.
The cancellation session is marked as saved, and the accepted offer is recorded so you can see which offers are winning back customers.
⚠️ Billing platform must be connected
Offers that change the subscription (discount, pause, free month, trial extension) need a connected billing platform to take effect on a real subscription. Connect your billing platform on the Integrations page before taking a flow live. Test sessions with placeholder subscriptions are accepted without touching your billing platform, so you can preview the experience safely.