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.

Learn more

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.

For prepaid selling plans with auto-renew disabled, checkout now shows a one-time total instead of a recurring charge, matching how the subscription is actually billed.

This removes the earlier mismatch where checkout displayed the recurring billing price for subscriptions that would never renew, giving customers a clearer picture of their commitment at the point of payment.

This applies automatically to new selling plans. For existing plans, you'll need to edit and save the plan again for the updated checkout behavior to take effect.

Learn more

The "Reason wise cancellations" and "Reason wise cancellation trend" charts in Analytics > Cancellations > Overview now show only your top 15 cancellation reasons individually.

All remaining reasons are grouped into a single "Other Reasons" bucket, shown in grey on both charts, so you get a clean, stable view of your reason distribution even if you capture a large number of custom or free-text reasons.Everything else rolls up into a single "Other reasons" bucket, shown in grey on both charts, keeping the charts readable while still preserving your full reason distribution.

You can now preview the entire customer portal upgrade flow while configuring an upgrade profile, without setting up a test user or switching tabs. Click through the upgrade banner, the drawer listing upgrade options, and the offer details page exactly as subscribers will see them.

A new side-by-side customizer lets you edit the banner, styles, and text (with search) on the left while seeing changes reflected live in the preview on the right, in either mobile or desktop view.

Learn more

You can now add an Edit BYOB quick action link to notifications, logging subscribers in and taking them directly to their bundle's editing page instead of dropping them on the customer portal to find it themselves.

Set it up once at the store level and add it to any CTA link. The quick action automatically identifies the right bundle in the subscription and redirects the subscriber to that specific editing page.

Learn more