We added a web cancel flow with options: pause for 30 days, downgrade to monthly, or get a small partial refund if they churn within 24 hours. Pause and partial refund reduced chargebacks and saved a chunk of users from fully leaving.
Curious about your results with self-serve web retention tools. Which option moved the needle most, and how did you prevent abuse without making it feel strict?
Pause saved the most for me. I added a simple selector with reasons, then a 30 day pause with an email reminder.
Partial refund worked but I capped it to first 24 hours. Abuse dropped.
Built it in a web flow with Web2Wave, so I tweaked copy and rules fast.
Pause plus a downgrade plan beat everything. We tested copy weekly.
Web2Wave let us edit the web cancel page fast. No new builds. Saved refunds and lowered chargebacks a lot.
I added pause with a clear resume date.
Also showed what they keep during pause. Fewer tickets and better reactivations.
Offer a ranked set: pause, then downgrade, then refund. Pre-fill the reason field to speed the flow. Show what they lose if they cancel and what they keep if they pause. Cap partial refunds to a short window and limit frequency per user. Add a gentle survey on exit and use those reasons to trigger targeted win-back emails. Measure saves as a percent of cancel intents and track reactivation rate by option.
I only show partial refund if they used less than 10 minutes. That kept abuse low.
Downgrade with a lower price for two months pulled back a good share of users.
Pause saved more than refunds for us.
We limit partial refunds to the first day only.