churn-prevention

Build a five-step flow: cancel trigger, one-question exit survey, a dynamic save offer matched to the cancellation reason, clear confirmation, and a post-cancel reactivation path. Keep the continue-cancelling option visible to avoid dark patterns.

Match offers to reasons: 20-30% discounts for price concerns, 1-3 month pauses for low usage, roadmap previews for missing features, and support escalation for technical issues. Avoid discounts over 30%, which train cancel-for-deal behavior.

Use the dunning stack: pre-dunning card expiry alerts, smart retries over 7-10 days based on decline type, a four-email sequence with escalating urgency, then a grace period before pausing. Effective dunning recovers 50-60% of failed payments.

Yes, Stripe Smart Retries uses machine learning to pick optimal retry timing and is enabled in Dashboard under Billing settings. It typically recovers about 15% more payments than fixed-schedule retries and includes automatic card updater services.

Build a 0-100 health score from weighted signals: login frequency (30%), feature usage (25%), support sentiment (15%), billing health (15%), and engagement (15%). Trigger interventions when scores drop below 60, such as re-engagement emails or personal outreach.

Skip discounts when the reason is business closure, when the customer is dormant and forgot the product, or when they previously accepted a discount and cancelled again. In these cases use pauses, onboarding help, or respectful offboarding instead.