The Failed payment profile shows a dedicated cancellation flow to subscribers whose last payment failed. Many of them still want the product, so the flow focuses on recovering the payment.
Who this profile targets
This profile targets subscribers whose last payment failed. Many of them arrive from a failed-payment email and choose cancel instead of updating their card, even though they still want the product.
Navigate to Loop admin > Retain > Cancellation flows > Profiles tab, then click Create profile. Click + Add condition, choose the condition type and enter the values below.
Condition: Subscription dunning status is In dunning.
When to use it
Use this profile to recover subscribers who are leaving because of a payment problem, not because they are unhappy. Keep it at the top of your list so every subscriber in dunning sees it first, whatever else is true about them.
How to set it up
These ideas are suggestions only, and each brand decides what to show and how much to offer.
Intervention step | Suggestion |
Benefits page | Remind them their subscription is paused until the card is fixed, and what they will miss. |
Reasons | Consider skipping the reason survey. The reason is already known, and an extra step makes it harder to recover. |
Retention offers | Pair an offer, such as 15% off their next order, with the Update payment method treatment so updating the card is the main action. The offer gives them an extra reason to do it now. |
Winback offers | Attach an instant winback offer with a steeper incentive than your retention offer, such as a larger discount on their next few orders. |
Example
A coffee subscriber's card expires and the renewal fails. They open the portal from the failed-payment email and click cancel. Instead of a reason survey, they see "Your last payment didn't go through" with an option to update their card and get 15% off their next order.
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 🙂