Route ‘technical issues’ to support
Some cancellations are fixable problems in disguise. Offer a direct line to support before the customer walks.
- Support link at cancel
- Triggered by ‘technical issues’
- Keeps subscription active
When someone cancels citing ‘technical issues’ or ‘missing features,’ they often have a fixable problem — not a real intent to leave. The Retention Flow’s Contact Support offer puts a direct link to your help hub in front of them at the cancellation step, so a solvable issue gets solved instead of becoming churn. This recipe routes technical cancellations to support.
- Problem-citing cancellers get a direct support link.
- The link opens in a new tab; the subscription stays active.
- Fixable issues get resolved instead of churning.
- Acceptance is logged for Retention Analytics.
The exact configuration
Enter these values and you have the setup live. Every field maps to a real ArraySubs setting.
| Setting | Value |
|---|---|
| Enable Retention OffersRetention Flow page | On |
| Enable Contact Support OfferRetention Flow → Contact Support | On |
| Support Hub URLContact Support | https://yourstore.com/support (required) |
| Show for these reasonsContact Support | Technical issues · Missing features I need |
When to use this setup
Set it up in 3 steps
A step-by-step guide drawn from the ArraySubs user manual. Open the linked page for the full walkthrough and screenshots.
Enable retention offers
On the Retention Flow page, turn on the master Retention Offers toggle.
Retention OffersEnable Contact Support and set the URL
Turn on Enable Contact Support Offer and enter your Support Hub URL — this field is required or the offer won’t appear.
Retention OffersTarget problem reasons
Select ‘Technical issues’ and ‘Missing features I need’ in ‘Show for these reasons.’
Retention Offers
Notes & edge cases
Modules behind this recipe
The ArraySubs modules this setup relies on.
Retention Flow Builder
Build a multi-step cancellation flow with reason capture, targeted save offers, and final confirmation.
Retention Analytics
Understand cancellation reasons, retention offer performance, churn trends, and retained revenue from WooCommerce Analytics.
Customer Portal
Subscriber self-service inside WooCommerce My Account for viewing, cancelling, pausing, switching, and paying subscriptions.
Related setups to explore
Other configurations you can build with the same modules.
Offer a cheaper plan
Instead of losing a customer, offer a downgrade to a cheaper plan during cancellation — keeps revenue on the table.
Show every offer for ‘Other’
For the catch-all ‘Other’ reason, present all eligible offers at once and let the customer pick what fits.
‘Too expensive’ → discount
Catch price-sensitive cancellers with an automatic discount on their next few renewals — e.g. 20% off for 3 cycles.
Questions, answered
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