Skip Prevention

When a customer tries to skip a delivery from the portal, Gro can intercept the flow and present retention offers based on the skip reason they select. It uses the same playbook mechanism as Cancellation Retention and Pause Prevention, attached to skip reasons instead.

The big unlock is that you can tailor the whole skip journey to the reason. A customer who says it is too expensive can be offered a discount to keep the delivery, someone going on holiday can be offered a longer skip or a new delivery date, and someone with too much product can be offered a change of frequency. The right save for the right reason.

How It Works

Customer clicks "Skip"
  → Selects a skip reason
    → If the reason has a playbook attached:
        → Show the first offer
            → Accept: apply offer, keep the delivery (save)
            → Decline: show the next offer in the chain
                → Chain ends with nothing left → the normal skip proceeds
    → If no playbook attached:
        → Proceed with the normal 1 or 2 week skip

Reasons without a playbook fall straight through to the standard skip, so nothing changes for the reasons you have not set up.

Tailor the Journey by Reason

Attach a different playbook to each skip reason so the offer matches the intent:

Reason a customer gives	A good offer to run
Too expensive this month	A discount to keep the delivery
Going on holiday	Change delivery date, or a longer skip
I have too much product	Change to a less frequent cadence
Just need a short break	Let them choose how long to skip

Offer Types

Skip playbooks use the same offer blocks as cancellation, see the full list. The most relevant for skip:

Type	What Happens
Skip a delivery	Applies a skip. You can set a single fixed length, or offer a choice of lengths (for example 1 week, 2 weeks, 1 month) and let the customer pick
Change delivery date	Lets the customer move the next delivery to a date that suits them instead of skipping (delivery-enabled accounts only)
Change frequency	Moves the subscription to a less frequent cadence
Discount	Applies a Shopify discount code to keep the delivery
Celebrate the save	An optional “thank you” card shown after the customer accepts an offer

Offering a Choice of Skip Lengths

On a Skip a delivery offer you can add two or more options so the customer chooses how long to skip. Add a single option for a fixed skip that is applied on accept, or add several to show a picker. Each option can have its own label.

Setting It Up

1. Build a Playbook

Navigate to Subscriptions → Playbooks and create a playbook with its intent set to Skip. 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 Skip Reason

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

3. Cooldown

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

What the Customer Sees

1. They click Skip and select a skip reason
2. Gro shows the first offer (for example “Skip instead” with a choice of lengths, or a discount to stay)
3. On a skip offer they pick a length and choose Skip delivery to apply it, or Don’t skip to keep the delivery as it is. On any other offer they Accept to take it and keep the delivery, or Continue to skip to move on
4. The skip reason is recorded on the subscription either way, for reporting

On accounts without delivery scheduling the wording follows the order, so “Skip delivery” reads as “Skip order”.

Tracking

The selected skip reason is stored on the subscription, and offer interactions (shown, accepted, declined, redemption dates) are tracked the same way as cancellation offers, so you can see which reasons drive skips and which offers save them.