Personalized swap profiles allow brands to show subscribers a curated set of product recommendations when they choose to swap a product instead of canceling. Rather than showing every eligible product, merchants can now display only the most relevant options based on specific products, conditions, or customer segments.
This ensures subscribers can easily find the right alternative, reducing decision fatigue and increasing the likelihood of retention.
Why use personalized swap profiles?
Personalized swap profiles help you
Increase retention: Offer relevant product alternatives so subscribers swap instead of cancel. Let customers easily switch to similar or lower-tier options (like a smaller pack size) instead of leaving.
Simplify decision-making: Remove irrelevant products that clutter the swap drawer.
Enhance customer satisfaction: Provide a guided, personalized swap experience that matches subscriber needs.
How personalized swap works
When a subscriber clicks Swap either from their subscription details page or during a cancellation, Loop checks for an active personalized swap profile that matches the product or condition.
If a match is found, the subscriber sees a curated list of products defined in that profile.
If not, the system defaults to the general swap profile, showing all eligible products.
For example, if a customer with a shampoo subscription triggers a swap, they’ll only see other shampoo options or related variants, not unrelated products like hair oils or accessories.
This focused experience helps customers find what they actually need, improving the chance of retention.
How to create a personalized swap profile?
Follow these steps to set up your first personalized swap profile
Go to Loop admin > Retain > Swap.
Ensure swap actions are enabled in your store preferences. If not, a banner will appear prompting you to activate it.
Click Create personalized swap profile.
Enter your Profile name (e.g., “Haircare Retention Profile”).
Choose Profile availability:
Product swaps: Applies to swaps from active subscriptions.
Cancellation swaps: Applies to swaps triggered during cancellation.
Both: Applies to both scenarios.
Define Conditions to trigger the profile e.g., by subscription type, product ID, or customer tag.
Proceed to Product display options (explained below).
Map products and variants, set discount preferences, and click Save.
Product display options
You can decide how customers see and select products in the swap drawer. There are two main options:
Group by products
Display products first, and allow variant selection on the next screen.
Ideal for categories like shampoos or supplements where product families matter.
Example: “Shampoo A 100ml” → “Shampoo B 100ml / Shampoo C 100ml.”
Once a product is selected, unselected products grey out.
Shows progress indicators like “3 of 4 variants mapped.”
Show variants directly
Display all variants upfront without grouping by product.
Ideal for fast decisions during cancellations.
Example: “Protein Powder – Vanilla 500g” → “Protein Powder – Chocolate 500g.”
Clicking swap immediately replaces the variant, skipping extra steps.
Switching between these options resets your product/variant mappings. A warning pop-up will appear before confirming the change.
Adding discounts and incentives
You can configure how discounts are handled during a swap.
Option | Description |
Apply existing discounts | Retain the same discount from the original product. |
Recalculate discount | Adjust based on the new product’s selling plan to maintain consistent pricing. |
Add additional incentive | Offer an extra fixed or percentage discount for completing a swap. Only applies at the line-item level. |
Example:
A customer swapping from “Shampoo 200ml” to “Shampoo 100ml” could receive an extra 10% swap discount to encourage retention.
Customer experience
Subscribers experience a cleaner, more relevant swap interface free from irrelevant products.
Example scenario:
A subscriber with a protein supplement subscription tries to cancel. The swap drawer now shows just 2–3 close alternatives like different flavours or pack sizes of protein powder instead of an entire catalog of products.
The result:
Customers find better-fit products faster. They feel understood and valued.
Merchants retain more subscribers with less friction.
FAQs
What’s the difference between a general and a personalized swap profile?
What’s the difference between a general and a personalized swap profile?
The general swap profile shows all eligible products for swap, while the personalized profile only shows products specifically curated for a certain segment or condition.
Can I have multiple personalized swap profiles?
Can I have multiple personalized swap profiles?
Yes, you can create multiple profiles for different products or customer conditions. The right one will trigger based on your set rules.
What happens if no conditions are met?
What happens if no conditions are met?
If no personalized profile applies, the system automatically falls back to the general swap profile.
Need help?
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If you have any questions or need assistance, feel free to email us at [email protected] or chat with us using the support beacon at the bottom right of your screen.
Regards,
Loop Subscriptions Team 🙂