You can now design cancellation flows around who is cancelling. Each profile targets a subscriber segment and carries its own benefits, reasons, retention offers, and win-back offers, so a loyal customer, a dormant one, and one stuck in dunning each see the right experience. A General profile is always there as a fallback.

Four new targeting conditions (days since last recurring order, cancellation attempted recently, subscription dunning status, and active subscription count) help you reach multi-sub, at-risk, and dormant customers separately. Everything lives in one shared library, so editing a reason or offer updates it across every profile while keeping a single save-rate history, and profile-level analytics show what works for each segment. We've also added a free shipping discount to retention offers and a gift order treatment for cancellation reasons, so a subscriber who says they have too much product can gift their next order and stay subscribed. 

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You can now make the cancellation reason survey skippable for subscribers in New York, or any other region you choose, while the rest of your cancellation flow, including benefits, offers, remarks, and win-back, runs exactly as configured.

This lives in the new Cancellation compliance section on the Preferences tab, alongside your existing ARL preference. New York is selected by default and locked, so you're covered for the state's Click to Cancel rule without any extra setup, and you can extend the same region picker to any other country's states or provinces.

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You can now turn on "Show variants in a single list" under Edit/Remove products in your customer portal preferences. Instead of separate option dropdowns, subscribers see one combined list that only includes variant combinations you've actually created in Shopify.

This removes the guesswork from variant selection. Subscribers no longer pick a size and flavour pairing that doesn't exist, only to be blocked at confirmation. The preference applies everywhere variants appear in the portal, including swap, upsell, and edit product.

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You can now let subscribers swap products priced at $0, whether the product was added as a one-time purchase or on subscription. Turn on "Allow customers to swap products which are priced at $0" in a personalized swap profile, and the swapped-in product is priced using that profile's discount settings.

A second preference, "Include general profile products in the swap list," widens the catalog available to subscribers by showing personalized profile products first, followed by products from your general swap profile.

Discounts applied through a swap profile now appear in the subscription activity log with the discount added, the number of orders it applies to, and the profile it came from, so discount behaviour on swapped products is easy to trace. The swap settings screen has also been rebuilt to show preferences and profiles together on a single screen.

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Cancellation Flows V2 — Personalized save experiences for every customer segment

Take cancellation flows beyond one-size-fits-all experiences. With segment-based targeting, you can now personalize the benefits, treatments, and offers shown throughout the cancellation journey.

What’s possible?

• Build targeted save strategies based on customer behaviour and value. For example:
  • Offer stronger discounts to loyal customers based on revenue, order history, and loyalty points.
  • Show Order now and get 40% off offer to dormant customers who haven’t placed an order in the last 60 days.
  • Protect margins with less value or no offer for customers with multiple active subscriptions.
  • Prompt customers in dunning to update payment and get discount as part of the cancellation flow.
    
    
• Reuse benefits, cancellation reasons, and offers across multiple profiles to launch experiences faster.
  
  
• Track save rates by profile and measure the revenue generated after a successful save.

Enroll for beta access

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Customer portal improvements:

• Smarter product search in the customer portal for upsell and swap recommendations. Learn more
• Prevent customers from stacking incompatible Shopify discount code on subscriptions. Learn more

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Campaign and quick action improvements:

• Run targeted campaigns for subscribers from different demographics (specific countries and/or provinces). Learn more
• Add Backup Payment Method campaign to reduce failed renewals and involuntary churn. Learn more
• Edit BYOB quick action to send bundle subscribers straight to bundle editing. Learn more
• Revive expired subscriptions action without needing to send customers through checkout again. Learn more

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Quality of life improvements:

• Live preview and side-by-side customizer for upsell and upgrade recommendation profiles.
• Filter products by status, availability, and product type in every product selector across Loop admin, Learn more
• Grow page redesigned for better discoverability of Loop’s feature for subscriber growth.

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APIs changelog:

• Instant winback offers now supported in Loop APIs for headless customer portal. Learn more
• Prepaid Credit Management via APIs: New endpoint to adjust prepaid credits, plus prepaid details added to subscription APIs. Learn more
• Webhook secret keys can now be generated directly from admin portal. Learn more
• Dunning status availability in Order and subscription webhooks to easily identify dunning orders and subscription. Learn more 

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Upcoming releases:

• Native Post-purchase offers - Run cross-sells, subscription upsells and upgrades without needing a separate app.
• New customer portal theme -  A modern portal combining best customer experience with Loop’s industry leading retention features.
• Subscription-ready Volume discounts on storefront directly with Loop without requiring any messy flows to remove gifts afterwards.

Portal search is improved, and now it can also recommend relevant products even when a subscriber's query has typos or is only a partial match. 

Results are ranked by engagement and likelihood to convert, and since we're now using Shopify's storefront search under the hood, portal results closely mirror what subscribers see on your store. If you're using the Shopify Search & Discovery app, you can further shape results with synonyms and product boosting.

You can now run a campaign to target subscriptions which do not have a backup payment method, reducing failed renewals from expired or failed cards.

Reach through the customer portal, email, SMS, or both, and incentivize action with discounts or gifts. Clicking the campaign link takes subscribers straight to the customer portal to add their card, and you can track audience, clicks, and completion rate from the campaign dashboard.

Learn more

You can now target campaigns to subscribers based on their country or province, instead of running the same campaign for everyone.

For physical subscriptions, targeting is based on the shipping address. For digital subscriptions, it's based on the billing address.

Learn more

You can now filter products by status, availability, and product type in every product selector across Loop admin, so draft or unlisted products don't get selected by mistake.

A new "Product selectors" setting under Settings > General lets you set which statuses are pre-selected store-wide, so your team only sees what's relevant by default.

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The upsell analytics dashboard now shows your revenue trend distributed by source, making it easier to see where upsell revenue is coming from.

The revenue trend graph is now stacked by revenue added and revenue realized, broken down by channel when you view all channels, or by entity when you select a specific channel like customer portal. The pie chart also breaks down entity-wise revenue once a channel is selected, and "Conversion rate" is now labeled "Added/Views %" with a tooltip explaining the metric.