What’s new?

Merchants who have enabled the Siena or Gorgias chat widget on their website can now show an alternate option to customers to talk to support instead of cancelling the subscription.
For example, if a user selects the cancellation reason “Product quality not as per expectation”, the merchant can show them an alternate action to talk to support.

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How it works?

1. Merchants will be able to enable the alternate action “Talk to support” within a cancellation reason.
2. Once selected, they can choose which chat app is integrated on the platform.
3. Please note: The selected chat app should be active and visible on the website, otherwise this action will not be shown to subscribers.
4. Merchants can also change the translation for this alternate action by heading to Cancellation Flows > Text.

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?

Merchants can now achieve the required business use cases using flows when subscriptions are getting merged.

Why was this needed?

Earlier, the flow didn’t execute for subscriptions in case of merge, and merchants who had set up flows like offering free shipping when the total subscription value is above (say) $100 were not eligible to get those discounts.

Need help?

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

We’ve streamlined the cancellation experience across the customer portal to improve clarity, reduce friction, and make navigation more predictable.

Improved post-save behavior
After clicking Keep subscription / Save, subscribers are now redirected to the top of the page instead of the drawer closing. The cancel entry point is no longer immediately visible, reducing repeat cancellation attempts and making actions like Order now, Skip, or Reschedule easier to take.

Clear and consistent “Go back” navigation
All misleading Close buttons have been replaced with Go back, ensuring the label matches the actual behavior. Go back now consistently returns the subscriber to the treatment actions page, removing confusion across flows.

Smarter swap experience
If only one eligible swap product is available, it is auto-selected by default and the confirm button is enabled immediately. The search bar is hidden in single-option scenarios, keeping the drawer clean and reducing unnecessary steps.

Improved swap drawer back flow
Back navigation inside the swap drawer now follows a cleaner, linear path without routing through intermediate edit screens, making the experience more intuitive.

More contextual cancellation offers list CTA 
Cancellation messaging has been refined across treatment and offer list pages. The offer list page now uses the top-priority offer’s cancellation CTA text, creating clearer differentiation and a more tailored experience.

Need help?

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

Why was this needed?
Previously, when the order schedule preference was set to “based on delivery,” there was no supported variable to display the scheduled delivery date in the main subscription view. The portal only showed when the last order was charged, and subscribers had to open an additional pop-up to view delivery details. This added friction and reduced clarity in the portal experience.

Configuration via Admin portal
Navigate to Customer portal > Themes > Texts > Order now flow texts and search for the following fields:

• “Last order details (Order schedule preference based on billing)”
• “Last order details before delivery (Order schedule preference based on delivery)”
• “Last order details after delivery (Order schedule preference based on delivery)”

Customer portal experience:

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.

Prepaid subscriptions are now more transparent for your customers. They can clearly see the total prepaid price, how their next order will be charged, and access a detailed prepaid credit history - directly from their subscriber portal.

What’s new?

1. Show total prepaid cycle price
You can now choose to display the total prepaid cycle price (instead of per-delivery price) on Subscription details and listing page. This helps customers clearly understand the full prepaid commitment upfront.

2. Clear breakdown of upcoming order charges
Customers can now see:

• Available prepaid credits
• Orders remaining (for expiring prepaid subscriptions)
• Exact credit usage for the next order
• Any additional amount that will be charged to their payment method (if credits are insufficient)

This covers all scenarios — mid-cycle orders, cycle renewals, sufficient credits, partial credit usage, or zero credits.

3. Prepaid credit history in portal
Customers can view a detailed credit history directly from the upcoming charge section, including credit additions, manual adjustments and order deductions. This gives full visibility into how their prepaid balance changes over time.

These updates reduce confusion, improve trust, and minimize support queries around prepaid subscriptions and upcoming charges.

Need help?

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

Stay compliant with evolving automatic renewal laws across the United States with enhanced cancellation flow controls in Loop.

We have upgraded the earlier California-only ARL setting to a broader United States ARL compliance preference.

This update enables brands to align their cancellation flows with U.S. Automatic Renewal Law (ARL) requirements across states where customers must not be forced through multi-step cancellation surveys before completing cancellation.

California and Colorado are selected by default, as ARL requirements in these states are already active. Brands can additionally enable other U.S. states as needed.

Cancellation flow behavior under ARL

When this preference is active:

1. When a customer from an ARL-covered state attempts to cancel:

   • They are shown eligible offers directly.
   • If no offers are configured, the flow falls back to the Benefits page.
   • If no Benefits page is configured, cancellation reasons are displayed.
   • If no retention steps are enabled, the customer is taken directly to the confirmation screen and can cancel instantly.
2. Offers must be explicitly marked as “Available for U.S. customers under Automatic Renewal Law (ARL)” in the offer availability section, along with corresponding offer body text configuration.

Why this matters

• Supports compliance with U.S. ARL regulations.
• Reduces regulatory risk across multiple states.
• Ensures a legally aligned, friction-controlled cancellation experience.
• Maintains retention opportunities without violating ARL requirements.

This update helps brands balance compliance and retention while delivering a transparent cancellation experience to subscribers.

Need help?

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

The create subscription flow in the customer portal has been improved to enforce minimum order value rules and ensure bundle selling plans are displayed correctly based on bundle preferences. This prevents customers from creating subscriptions below the required value and avoids confusion around bundle-specific selling plans.

What’s new

1. Minimum order value validation

• The Create Subscription flow now validates the minimum order value before allowing a new subscription to be created.
• If the total order value is below the configured minimum, subscribers will see an error message similar to the one shown during edit/remove product actions.
• This ensures subscriptions created through the portal follow the same rules defined for subscription modifications.

Configuration path:
Customer Portal → Preferences → Edit/Remove products → Minimum order value

2. Bundle selling plan visibility improvements

• Bundle selling plans will no longer appear on: Child products of preset bundles and BYOB products.

• This applies when the preference “Hide bundle selling plans on individual product pages” is enabled in bundle settings.

• Bundle selling plans will also be hidden from the subscription frequency dropdown.

  
  

UX behavior when no selling plans are available

• If no selling plans are available other than bundle-specific ones:

  • The subscription frequency dropdown will appear empty.
  • The Next button will remain disabled until a valid option is available

Not every customer who cancels has enough loyalty points to redeem a meaningful reward  but until now, Redeem Loyalty Points could still appear even for very low balances. That led to confusion and a broken cancellation moment when customers saw an option they couldn’t use.

What’s new

Brands can now set a minimum loyalty points requirement for the Redeem Loyalty Points cancellation treatment. The action will be shown only to customers who meet or exceed this threshold.

How to configure the minimum threshold

1. Go to Retain → Cancellation flows → Reasons and open the reason where treatments are suggested.
2. Under Suggest treatments when customers attempt to cancel, enable Redeem Loyalty Points.
3. Click Edit threshold on the Redeem Loyalty Points action to open the configuration modal.
4. Set the Minimum loyalty points value (the minimum redeemable points required to show the action).
5. Click Confirm to save.
   
   

How it works for customers

If a customer’s redeemable points are ≥ the minimum, they’ll see Redeem points while cancelling.

If their redeemable points are below the minimum (for example, 20 points when the threshold is 100), the action won’t appear.
 

Need help?

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