How to create this offer in the Loop admin (Flows)

• Navigate to Retain > Flows > Create flow> Create your own workflow
• Go to the Add action under Then conditions, and navigate to the integration-based section.
  1. Select "Reward loyalty points (Okendo)" (or the equivalent option based on your connected loyalty app) and define the points/credits to reward.
     
     
     
     
     
     
     
     
  2. In reward notifications, the merchant can use the new variables to personalize the offer message (for example, to show current vs updated balance)

Personalization variables:

• {{okendo_points}}: Updated points balance after the flow runs and points are rewarded.
• {{old_okendo_points}}: Current loyalty points balance for the subscriber.

How to create this offer in the Loop admin (Reward journey)

• Navigate to Retain > Flows > Create flow> Reward journey
• Go to the reward journey section and choose the order no. on which the reward needs to be configured.
  1. Select "Reward loyalty points (Yotpo)" (or the equivalent option based on your connected loyalty app) and define the points/credits to reward.
     
     
     
     
     
     
     
     
  2. In reward texts, the merchant can use the new variables to personalize the offer message (for example, to show current vs updated balance)

Personalization variables:

• {{yotpo_points}}: Updated points balance after the flow runs and points are rewarded.
• {{old_yotpo_points}}: Current loyalty points balance for the subscriber.

Availability note:
This option will only be available in cancellation offers when the concerned loyalty app is connected with Loop.

Supported loyalty apps
Yotpo Loyalty
Influence
Rivo
Okendo
Rise.ai

Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.

What’s new?
We’re excited to introduce a new feature that allows subscribers to gift their upcoming order from a separate action button in the customer portal. This gives subscribers the option to send their order as a gift to a friend, family member, or colleague, and deliver a pleasant and unexpected gift

How to enable the feature:

It’s a simple one-click configuration!

1. Go to Loop Admin > Customer portal > Preferences > Order actions > Gift order and enable the checkbox.
   
   
   

Customer portal experience:

• When a subscriber logs into the customer portal and clicks on the "Gift" button, a pop-up will appear with two options:
  - Gift upcoming order
  - Close
• Upon selecting "Gift upcoming order", a side drawer will open, prompting the subscriber to enter the recipient’s details. Once completed, they can click "Gift this order", and the order will be charged immediately. The subscriber's current upcoming order will be charged, and the future upcoming order schedule remains unchanged.
  
  
  
  
  
  

Admin portal experience:

• The gifted order will appear in the order schedule with a "Gift" badge, indicating that it has been gifted.
• Audit logs will capture the gift activity, ensuring full transparency for admins. The shipping price will be calculated based on the recipient's address. If the address is undeliverable, an error message will be displayed to the subscriber. After the gift order is processed, the newly added address and updated shipping price will be reverted to the original address and price in the subscription contract, ensuring the original contract remains unchanged. All of these actions will be recorded in the logs for better tracking and understanding.
  
  
  
  
  

Reports:

• The Subscription activity logs report now includes a filter for the event type "order_gifted_customer_portal", giving detailed insights into gift activities.

Important notes:

• Available only for shipping or local delivery subscriptions (Not available for store pickups).
• Not enabled for Zapiet stores.
• Not valid for subscriptions with anchor configurations.

Plan availability:
Loop Pro plan only

Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.

How to create this offer in the Loop admin

• Navigate to Retain > Cancellation flows > Offers > Create new offer
• Go to the Cancellation offer section and click "+ Add offer"
• Select "Add Yotpo loyalty points" (or the equivalent option based on your connected loyalty app) and define the points/credits to reward
  
  
  
  
  
  

In the offer details drawer, the merchant can use the new variables to personalize the offer message (for example, to show current vs updated balance)

Personalization variables
{{yotpo_points}}: current loyalty points balance for the subscriber.
{{new_yotpo_points}}: updated points balance after the subscriber accepts the offer.

Availability note:
This option will only be available in cancellation offers when the concerned loyalty app is connected with Loop.

Supported loyalty apps
Yotpo Loyalty
Influence
Rivo
Okendo
Rise.ai

Need help?

We’re happy to help you. Reach out to support@loopwork.co or get in touch with your success manager.

We’ve launched a new feature to help brands incentivise subscribers to upgrade their quantity in the same SKU. Now, subscribers can receive enticing discounts based on their quantity upgrades, giving brands more flexibility in managing subscription offerings.

How does it help?
This feature enables merchants to control better and incentivise upgrades, increasing customer loyalty with personalised discounts based on upgraded quantities, while enhancing the overall subscription experience.

How it works:

• Upgrade offers: Brands can now offer subscribers discounts to upgrade to larger quantities, e.g., from 1 quantity every month to 3 quantities every 3 months, at discounted rates.
  
  

  
  
  
  

  
  

  
  
  Offer examples:
  - Buy 2, deliver every 2 months & get 20% off
  - Buy 3, deliver every 3 months & get 30% off
  
  

  Let's say a subscriber is acquired with 1 quantity delivered every month.
  
  

• Now customer with 1 quantity subscribed to deliver every month will see both offers since the subscribed quantity is less than both the offer quantities. Accepting the "Buy 2 get 20% off" offer, quantity will be updated to 2, and frequency will be changed to deliver every 2 months.
• With quantity 2, only the "Buy 3, deliver every 3 months & get 30% off" upgrade offer will be shown. However, if the subscriber manually increases the quantity to 3, the upgrade offer for 3 qty(30% off) will not be auto-applied, the offer for 2 quantity (i.e. 20% off) will be carried forward to 3 qty.
• With quantity 2 and its offer - Buy get & get 20% off, if the subscriber manually reduces the quantity to 1, the offer for 2 quantity (20% off) will be auto-removed since it's no longer applicable.

Customer portal view:

• Quantity upgrade offers are only available for single-product subscriptions (like other upgrade offers).
• Manual changes in quantity will not auto-apply the upgraded offer for higher quantities (e.g., 3), but the previous offer (e.g., 2 quantity) will carry forward.
• No quantity upgrade offers are available via Loop APIs at this time.
• Selling plan discountswill be removed if brands opt for specific discounts other than those based on selling plans, with the new upgrade offer discount applied instead.

Custom cancellation reasons are now available for admin-led cancellations. Brands can capture a free-form reason when cancelling subscriptions from the subscription admin page or via bulk actions without needing to first create a predefined cancellation reason or map it to any customer portal cancellation setup.

What’s new

• Subscription admin page: admins can select “Enter any other reason” and type a custom reason directly in the cancellation modal.
• Bulk actions: admins can enter a custom cancellation reason while setting up a bulk cancellation action.

Why this matters

• Capture the real context behind admin-triggered cancellations (inventory issues, compliance, support-driven requests, exceptional cases).
• Removes dependency on customer portal cancellation configuration for admin cancellations.

Reporting impact

• The custom reason is stored against the cancellation and reflected in reports and analytics, keeping cancellation insights complete even when cancellations are performed by admins.

We’ve introduced Swap as a new action type in Quick event actions, built to help brands automate SKU swaps and reduce cancellations with personalised “one-click switch” experiences without changing the subscription cadence.

Why it matters

• Trigger swap links via tools like Klaviyo to move subscribers from one subscribed SKU to another (flavour/size/variant), instead of cancelling or pausing.
• Use it as a retention lever for cases like out-of-stock, discontinued SKUs, or “recommended alternative” nudges.

How it works 

• Map one or more Swap profiles to the action.
• Loop automatically uses the highest priority eligible profile to generate the link and CTA copy.
• Subscribers land in the customer portal with a guided swap experience.

Tracking

• Clicks and completions are tracked under Quick action analytics.
• Actions also appear in Activity logs under Quick actions.

1. Gladly <> Loop integration 

• Agents can easily view subscription details on the Gladly ticketing UI and access Subscription detail page via a single click. 
• This allows Customer experience team to take subscription actions directly without any friction.
• Plan availability:  Enterprise plan

For more details, refer to the step-by-step integration guide from here.

2. Re:amaze <> Loop integration

• Customer experience team can easily view subscription details on the ReAmaze ticketing UI and access subscription detail page with a single click.
• This allows Customer experience team to take subscription actions directly without any friction.
• Plan availability : Enterprise

For more details, refer to the step-by-step integration guide from here.

3. Klaviyo order events improvement : 
2 new keys - $billing_interval_count and $delivery_interval_count has been added in all order entity events. Use these keys to create email flows based on subscription frequency.

4. 3rd-party marketing integrations
The payment method object is now available in the subscription and order entity in the 3rd party Email/SMS marketing integration payloads. Using this object you can notify customers which payment method was used or will be used to charge for a specific order.

We are excited to introduce A/B experiments for cancellation offers! Brands can now test and optimize their cancellation strategies to determine the most effective offers for retaining subscribers.

Key Features:

• Test Variations: Gift vs. Discount, Discount A vs. Discount B, Gift A vs. Gift B.
• Side-by-side Configuration & Preview: Easily configure and compare offer content for both control (A) and variant (B) groups.
• Audience Split & Random Assignment: Set percentage splits and ensure consistent exposure throughout the experiment.
• Winning Criteria: Define the minimum delta (e.g., 20%) in save rates to declare a winning variant.

Experiment Tracking:

• Track key metrics like save rates, attempts, and trends in Loop Admin > Tools and Apps> Experiments.
• Export raw data to analyze experiment results in detail.

Experiment Completion:

• Auto-completes once set conditions (days or attempts) are met.
• Post-completion, control (A) content will be shown to all eligible subscribers unless a variant is selected.

Start testing your offers today and find the best strategy to keep your subscribers engaged!

Let subscribers add more than one low-priced upsell item while still preventing offer abuse with configurable usage limits on upsell/cross-sell campaigns.

What’s new

• Set how many times a subscriber can use a specific upsell/cross-sell offer, e.g. “Add up to 2 items @ 50% off.”
• Previously, campaigns were effectively limited to 1 discounted upsell item to avoid abuse. Offer limits now strike the right balance between being generous and staying protected.

How to configure offer limits

• Go to Campaigns → open any upsell/cross-sell campaign (works for both new and ongoing campaigns).
• Scroll to the Offer limit section.
• Enter how many times a subscriber can avail the offer and save the campaign.

What happens after the offer limit is reached

• The campaign banner on the customer portal automatically disappears.
• If a subscriber clicks the campaign link after hitting the limit, they’ll see a campaign expiry message.
• You can customize this message under:
  Customer portal → Themes → Customize → Text → Common translations → Campaign expired message.