The Loyal customers profile shows a more generous, more personal cancellation flow to customers who have placed five or more orders with you. Losing them costs the most, so this is where your strongest offer pays off.
Who this profile targets
This profile targets customers who have placed five or more orders with you. They already know and like your product, so they usually leave for practical reasons like too much stock, budget or timing.
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: Total customer orders is 5 or more.
When to use it
Use this profile to give your most established customers a more generous, more personal cancellation experience. Losing them costs the most, so this is where your strongest offer pays off.
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 | Thank them first. Remind them what they would lose, such as member pricing, perks or rewards they have built up. A short note or video from your founder works well here. |
Reasons | Add practical reasons like "I have too much product," "I need a break" and "It's over my budget." Map a frequency change to "I have too much product" and a pause to "I need a break." |
Retention offers | Lead with your strongest offer, such as 25% off the next three orders or a free product, paired with the Skip or Delay treatment. |
Winback offers | Attach an instant winback offer with your steepest incentive, such as a discount on their next few orders, since losing a loyal customer costs the most. |
Example
A customer with 12 coffee orders tries to cancel because they have too many bags at home. They see a thank-you note from the founder, then 25% off their next three orders with an option to skip a month.
Need help?
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Loop subscriptions team 🙂