Save WooCommerce subscriptions at the moment of cancellation

How do I capture why customers cancel?

ArraySubs asks for a reason as the first step of every cancellation, before the customer ever sees a confirm button. Seven default cancellation reasons ship out of the box — including a temporary-pause reason for customers who never wanted to leave permanently — so you collect structured churn data from day one.

Each selected reason is stored on the subscription record, not in a detached survey tool. Support sees the reason in context, Retention Analytics aggregates reasons across products and time, and save offers can react to the specific reason the customer picked.

Which save offers can I show before a cancellation?

ArraySubs supports four save-offer types: a discount, a pause, a downgrade, and a contact-support handoff. Each answers a different reason for leaving — price objections get a discount, temporary situations get a pause, over-buyers get a smaller plan, and fixable problems get a human.

Offers are conditional: you decide which cancellation reasons and which plans each offer appears for, so a discount is never spent on someone leaving for an unrelated reason. When a customer accepts a retention discount, a confirmation email goes out automatically — one of the 21 free email types.

• Discount — counter price-driven cancellations with a targeted offer
• Pause — give temporary situations a break instead of an ending
• Downgrade — move over-provisioned customers to a plan that fits
• Contact support — route fixable problems to a person before they become churn

How do I reduce involuntary churn from failed payments?

Use the recovery stack that runs alongside the retention flow — involuntary churn comes from failed payments rather than decisions, so it never reaches a cancel button and has to be fought on the billing side. The free core starts with a 2-phase grace period that keeps access alive after a failed renewal instead of cutting the customer off while they fix a card.

Pro adds the automation on top: automatic failed-payment retry reschedules the charge and notifies the customer, and if recovery still fails, auto-downgrade moves the subscription to a fallback plan you choose instead of cancelling it. A downgraded customer keeps a billing relationship you can win back; a cancelled one is gone.

Is pausing better than cancelling?

For any customer whose reason is temporary, yes — a pause preserves the subscription record, history, and billing relationship, while a cancellation ends all three. That is why ArraySubs includes a temporary-pause option among the default cancellation reasons and offers pause as one of the four save offers.

The free core also ships two lighter levers customers can use before they ever consider cancelling: pause / vacation mode stops renewals for a break and resumes later, and skip-next-renewal moves one billing cycle forward while keeping the schedule intact. Both are self-service in the customer portal, so a box subscriber going on vacation never has to choose between paying and leaving.

How do I measure whether retention offers work?

Use Retention Analytics, the free module that reports on every outcome of the cancellation flow. It breaks down which cancellation reasons customers choose, how often each save offer is accepted or declined, churn trends over time, and which products drive the most cancellations.

The headline metric is saved revenue — the value retained when customers accept an offer instead of completing a cancellation. Because outcomes are logged per offer and per reason, you can retire offers that never convert and lean on the ones that pay for themselves.