Retention overview

Loop's retention suite covers everything you need to prevent cancellations, recover failed payments, and bring back inactive subscribers. This article gives a quick overview of each, with links to the detailed guides.

A cancellation flow is a configurable journey that triggers when a subscriber tries to cancel, giving you a chance to collect feedback and offer a targeted save. It is your most impactful retention tool because it intercepts subscribers at the exact moment they are about to leave.

Inside a cancellation flow, you can set up a benefits page that reminds subscribers what they would lose, configure cancellation reasons with treatment actions that trigger a targeted save for each reason, offer discounts paired with skip or delay options, and route high-intent cancellations to live support through Gorgias or Siena. All of these work together in a single flow. To configure cancellation flows, navigate to Loop admin > Retain > Cancellation flows.

For full details, refer to the cancellation flows guide, the benefits page guide, and the cancellation offers guide.

Streaks gamify the subscriber journey by rewarding customers who place their subscription orders on time, without skipping or pausing. You define milestone rewards (a free gift, a discount code, or exclusive perks) that unlock when a subscriber completes a set number of consecutive billing cycles.

Streaks focus on habit-building rather than one-time rewards. By turning consistency into a game, they motivate subscribers to stick with their plans and push past the early cancellation window where most churn happens. To set up streaks, navigate to Loop admin > Retain > Streaks.

For full details, refer to the Streaks guide.

Flows let you set up automated actions that run based on triggers you configure. You can use them to swap products at a set order count, apply higher discounts after a certain number of orders, add gift products, or combine all of these to create a gamified subscription experience that keeps subscribers engaged.

Loop offers three flow types:

To set up flows, navigate to Loop admin > Retain > Flows. For full details, refer to the flows guide.

Product swaps let subscribers replace a product in their subscription with an alternative, without cancelling. This is especially useful when preferences change or when subscribers want to try something new from your catalog.

Subscribers can swap products directly from customer portal, and you can also perform swaps from the admin portal on a subscriber's behalf. You control which products are eligible for swapping and how swaps interact with your selling plans.

To configure product swaps, navigate to Loop admin > Retain > Product swaps.

For full details, refer to the product swaps guide.

Payment recovery handles failed charges automatically so you don't lose subscribers to involuntary churn. Loop gives you two mechanisms to recover failed payments.

The first is recovery via retries, where Loop automatically retries a failed charge on a schedule you configure, with a useful range of 7 to 10 retries per billing cycle.

The second is recovery via backup payment method, where Loop retries on a saved secondary card before falling back to the primary card retry schedule. You can also configure what happens when all retries are exhausted: skip the payment, pause the subscription, or cancel it.

To configure payment recovery, navigate to Loop admin > Retain > Payment recovery.

For full details, refer to the recovery via retries guide and the recovery via backup payment method guide.

Quick actions are magic links you send to subscribers that let them take a specific action in one click, without navigating through customer portal to find it. They work with marketing integrations like Klaviyo, Omnisend, Recart, and Attentive.

The available quick actions include: recover failed payments, upsell or cross-sell, skip order, order now, swap products, winback, resume subscription, delay order, and upgrade subscription. Each one covers a moment where a subscriber would otherwise contact support or cancel.

To set up quick actions, navigate to Loop admin > Retain > Quick actions. More quick actions are in active development.

For more details, refer to the quick actions guide

This article covers what Loop offers for retention. If you want to learn how to use cancellation flows, streaks, flows, product swaps, payment recovery, quick actions, and campaigns together to minimize churn and maximize subscriber lifetime, refer to the subscription retention best practices article for a tactical playbook.

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