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, you can display only the most relevant options based on specific products, conditions, or customer segments.
This ensures subscribers can find the right alternative, reducing decision fatigue and increasing the likelihood of retention.
Why to use personalized swap profiles?
Reduce customer churn: Offer relevant product alternatives so subscribers swap instead of cancel. Your customers can 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.
Improve 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, we check 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 subscriber falls back to the General swap profile, which shows all eligible products.
For example, if a customer with a shampoo subscription triggers a swap, they 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.
Navigate to Loop admin > Retain > Product swaps.
Ensure swap actions are enabled under Customer permissions. If not, a banner appears prompting you to activate it.
Click "Create swap profile".
Enter profile name, for example "Hair care profile".
Choose the Availability for the profile:
Both (Product swap + Cancellation flow): Applies to swaps from active subscriptions and swaps triggered during cancellation.
Product swap only: Applies to swaps from active subscriptions.
Cancellation flow only: Applies to swaps triggered during cancellation.
Define the Conditions that trigger the profile, for example by subscription type, product ID, or customer tag.
Configure the Swap eligibility settings (explained below).
Choose your Product display options (explained below).
Map products and variants, then set discount preferences.
Note: Many-to-many product mapping is supported in personalized swaps. You can map multiple products or variants to multiple swap products in a single mapping block.
Set the profile status to Active and click Save. Note: A swap profile appears in the customer portal only when its status is set to Active in Loop admin. Swap profiles in Draft status are not shown.
Product display options
You can decide how customers see and select products in the swap drawer. There are two options.
Group by products
Displays products first, and allows variant selection on the next screen.
Suits categories like shampoos or supplements where product families matter.
Example: "Shampoo A 100ml" to "Shampoo B 100ml / Shampoo C 100ml."
Once a product is selected, unselected products gray out.
Shows progress indicators like "3 of 4 variants mapped."
Show variants directly
Displays all variants upfront without grouping by product.
Suits fast decisions during cancellations.
Example: "Protein Powder, Vanilla 500g" to "Protein Powder, Chocolate 500g."
Clicking swap immediately replaces the variant, skipping extra steps.
Note: Switching between these options resets your product and variant mappings. A warning pop-up appears before the change is confirmed.
Swap eligibility settings
Swap eligibility settings control which products are eligible to appear in the swap list for this profile. These settings are available on personalized swap profiles only, not on the general swap profile.
Setting | Description |
Allow customers to swap products which are priced at $0 | Allows a product priced at $0 to be swapped for any other product mapped in that profile. This applies regardless of how the product was added to the subscription, whether through a one-time purchase or a subscription. |
Include general profile products in the swap list | Shows products from the general swap profile in the swap list, after the products mapped in this profile. This setting does not apply when the $0 product swap setting is enabled. |
Include products with a different billing/delivery frequency | Includes products with a different billing or delivery frequency than the original product in the swap list. This setting is not supported for preset bundle subscriptions. |
Note: The price of the new product is calculated from the discount settings in the profile. A $0 product can therefore be swapped for a more expensive product at no extra cost, so configure your discount settings accordingly.
Example: You sell a starter kit that includes a free add-on product on subscription orders. The add-on has multiple variants, and you want subscribers to switch their selection before each recurring order. Enabling the $0 setting on a personalized profile that maps those variants makes this possible.
Adding discounts and incentives
You can configure how discounts are handled during a swap.
Option | Description |
Apply existing discounts | Keeps the discounts already present on the original product. For prepaid and preset bundle subscriptions, the new product is added at base price. |
Recalculate discounts | Recalculates discounts based on the selling plan associated with the new product. If no applicable selling plan is found, the product is added with its existing discounts. For prepaid and preset bundle subscriptions with no applicable selling plan, the product is added at base price. |
Add additional incentive | Offers an extra fixed or percentage discount for completing a swap. Applies only 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 see a cleaner, more relevant swap interface without irrelevant products.
Example scenario:
A subscriber with a protein supplement subscription tries to cancel. The swap drawer shows only two or three close alternatives, like different flavors or pack sizes of protein powder, instead of an entire catalog of products.
The result:
Customers find better-fit products faster.
You retain more subscribers.
FAQs
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?
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?
If no personalized profile applies, the system automatically falls back to the general swap profile.
Need help?
No worries - we're here for you!
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 🙂