Cancellation & Retention Offers

When a customer initiates a cancellation from the portal, Gro can intercept the flow and present a retention offer based on the reason they select. This gives you a chance to save the subscription before it’s cancelled.

How It Works

Customer clicks "Cancel"
  → Selects a cancellation reason
    → If the reason has an offer configured:
        → Check eligibility (cooldown window)
          → Eligible: show the offer
              → Accept: apply offer, keep subscription
              → Decline: proceed with cancellation
          → Not eligible: proceed with cancellation
    → If no offer configured:
        → Proceed with cancellation

Offer Types

Type	What Happens
Discount	Applies a Shopify discount code to the subscription
Skip	Skips the next delivery — useful for “I have too much product” reasons

Setting Up Retention Offers

1. Configure Cancellation Reasons

Navigate to Subscriptions → Cancellation Reasons in the Gro dashboard. For each reason, you can configure:

• Offer type: Discount, Skip, or None
• Discount code (for discount offers): an existing Shopify discount code. Gro validates it against Shopify when you save.
• Offer message: custom text shown to the customer on the offer screen

2. Set the Cooldown Period

In Subscriptions → Settings → Customer Portal → Retention offer cooldown:

• Default: 180 days
• Prevents customers from repeatedly cancelling and accepting offers
• Scoped per subscription: a customer can redeem one offer per subscription within the cooldown window, but different subscriptions are tracked independently

What the Customer Sees

When a customer with an eligible offer tries to cancel:

1. They select their cancellation reason
2. Gro shows a preview of the offer — for discounts, the customer sees the discount amount and their new price
3. They can Accept (offer is applied, subscription continues) or Decline (cancellation proceeds)

Tracking

All retention offer interactions are tracked:

• Whether the offer was shown
• Whether the customer accepted or declined
• Redemption dates for cooldown calculations