Pause Prevention

When a customer tries to pause from the portal, Gro can intercept the flow and present retention offers based on the pause reason they select — the same playbook mechanism used for Cancellation Retention, just attached to pause reasons instead of cancel reasons.

A great pause-specific offer is Change delivery date: many customers pause simply because the timing is off, and letting them pick a new date keeps the subscription active.

How It Works

Customer clicks "Pause"
  → Selects a pause reason
    → If the reason has a playbook attached:
        → Show the first offer
            → Accept: apply offer, keep the subscription (save)
            → Decline: show the next offer in the chain
                → Chain ends with nothing left → proceed with pausing
    → If no playbook attached:
        → Proceed with pausing

Offer Types

Pause playbooks use the same offer blocks as cancellation — see the full list. The most relevant for pause:

Type	What Happens
Change delivery date	Lets the customer pick a new next-delivery date instead of pausing (delivery-enabled accounts only)
Skip a delivery	Skips the next one or two deliveries
Change frequency	Moves the subscription to a less-frequent cadence
Discount	Applies a Shopify discount code
Celebrate the save	An optional confetti “thank you” card shown after the customer accepts an offer

Setting It Up

1. Build a Playbook

Navigate to Subscriptions → Playbooks and create a playbook with its intent set to Pause. Chain the offers you want; each offer’s Declined path leads to the next, and the Saved path can end in a “Celebrate the save” card.

2. Attach the Playbook to a Pause Reason

Go to Subscriptions → Pause Prevention, add or edit a pause reason, and pick the playbook to run when a customer selects it. Reasons without a playbook skip straight to confirming the pause.

3. Cooldown

Pause offers share the same retention offer cooldown as cancellation offers.

What the Customer Sees

1. They click Pause and select a pause reason
2. Gro shows the first offer (e.g. “Change your delivery date”)
3. They Accept (offer applied, subscription stays active) or Decline (next offer, or the pause proceeds if none remain)
4. The pause reason is recorded on the subscription either way, for reporting

Tracking

The selected pause reason is stored on the subscription, and offer interactions (shown / accepted / declined, redemption dates) are tracked the same way as cancellation offers.