By the time users reach the app store’s cancellation screen, it’s too late to save them. How are you intercepting cancellations with alternative offers or instant refunds earlier in the process? Need ideas beyond ‘Are you sure?’ modals. Bonus points if it works cross-platform.
Built a web-based cancellation flow. When users try to cancel, we offer prorated refunds or plan downgrades first.
Handling it outside app stores lets us update offers instantly. Saved 9% of would-be churns last month.
Our secret: Redirect cancellation requests to a web flow with dynamic offers. Tested 3 tiers of discounts/benefits.
23% accept a cheaper plan instead of leaving. Changed offers 4 times this month based on LTV data – app stores don’t restrict this.
Add a ‘Manage Subscription’ web portal. Offer retention deals there before they hit native cancel screens.
We give 1 month free if they stay – works 18% of the time.
Web cancellation flows save users.
Four-step retention playbook:
- Detect cancellation intent via app events
- Route to web-based intervention flow
- Offer tiered alternatives (pause, downgrade, bonus content)
- Instant partial refund option
Top clients retain 31% of at-risk users with this approach.
Added a ‘Swap Plan’ button before cancellation. 11% switch to cheaper option instead of quitting. Found through testing that $4.99 ‘basic’ tier keeps price-sensitive users engaged.
Maybe offer discounts before they cancel.