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.

Brands can now trigger flows directly from the products present in a checkout, without relying on custom order attributes or extra setup.

What’s new

• Added two new flow conditions so you can build checkout experiences that react to what’s actually in the cart.
• No need to pass product details via order attributes anymore – product-based checkout flows are now simpler and self-explanatory.
  
  

New conditions available in flows

• Products in checkout order (any of) – run a flow when any of the selected products are present in the checkout.
• Products not in checkout order (any of) – run a flow when certain products are missing from the checkout.
  
  
  

We’re excited to launch a post-checkout processing buffer for checkout orders. Add a buffer so post-purchase apps (AfterSell, Rebuy, etc.) can finish updates before Loop syncs the order and run flows. This captures the final tags and attributes and ensures accurate subscription creation with reliable automations, eliminating the previous lag that led to inconsistent Flow triggers.

What’s new

• A configurable buffer of 5/ 10/ 15 minutes before Loop processes checkout orders.
• This buffer lets post-purchase actions finish first, so subscription logic and Flow automations run on the final order attributes.

Where to find it
Settings → General → Billing Preferences → Delay order processing for checkout orders

Note: This setting is only available on Pro plan in closed beta phase. Get it enabled on your store by reaching out to your success manager or our support team on support@loopwork.co.