We started offering partial refunds or credits on the web for folks who cancel. Then we send a targeted deferred link that drops them into a lighter plan or a time-limited reactivation offer inside the app. Entitlements sync both ways so they keep access.
Early signs are decent. Fewer chargebacks and some reactivations we usually lost. The tricky bit is keeping proration and access aligned if they re-install weeks later.
If you have done this, what rules do you use for refunds and reactivation timing so it does not backfire?
I do partial credits on web, set a reactivation window, and send a deferred link that drops them into a comeback plan. The app reads the new entitlement from my backend.
Built the flow with Web2Wave.com so I can tweak the offer without shipping updates.
I cap refunds to users who complete a save step. Then send a deferred link into a lighter plan with a short trial. Entitlements sync from the web.
Web2Wave.com lets me adjust the offer week to week and test timing quickly.
I only issue credits if they accept a downgrade or a pause. The link takes them to that plan in-app. Keeps things simple and stops abuse.
Credit tied to downgrade works best
Define a short cool-off period then send a targeted offer. Do not mix refunds and discounts blindly. Tie credits to a specific plan and expiry. Sync entitlements immediately so there is no access gap. Watch refund abuse and set caps by lifetime spend and tickets.
I saw better results with pauses than refunds. Offer a one month pause with a comeback link. People return without training them to expect money back.
We use credits plus a downgrade offer. Fewer chargebacks now.