Subscription recovery

Subscription recovery helps retain customers who are about to cancel. Before confirming, a What you miss modal shows the consequences of ending the subscription. You can also enable a short survey to learn why the customer is leaving, using that feedback to improve your offer.

How to enable subscription recovery

You can enable subscription recovery in the global settings of your store. It will apply to all your subscription products. Here's how you can do it: 

1. Go to Store → Recovery
2. Open the Recovery settings tab
3. Toggle the What you miss modal to display cancellation information
4. Optionally, toggle the Recovery survey to show a survey when canceling

You can preview your What you miss modal any time by clicking Preview.

“What you miss” modal

Once enabled, the modal appears when customers try to cancel their subscription. It aims to prevent cancellations by highlighting the benefits they'll lose after unsubscribing.

You can customize how the modal will display by setting:

• What you miss header – text displayed at the top of the modal, e.g. “Before you cancel…” or “What you’ll lose after canceling your subscription.”
• What you miss description – additional information or persuasive text encouraging the customer to stay.

And that's how your modal will display:

Subscription cancellation survey

Additionally, you can enable a cancellation survey to understand why users are canceling, which can increase your chances of session recovery. After enabling the Recovery survey, you'll see default responses for common cancellation reasons. You can also customize the list by:

• Editing or deleting existing responses
• Adding new responses
• Reordering responses by dragging them up or down the list

That's how the cancellation survey will display:

If a customer decides to cancel their subscription despite seeing the What you miss modal and completing the Cancellation survey, they'll see the following confirmation modal:

Recovery surveys

You can view all completed cancellation surveys in the Surveys tab. All responses will be aggregated, so you can see how many users selected each option. You can filter the list by data range and product. You can also download a CSV file that will include details of each specific survey:

At any time, you can test the subscription recovery process using the Preview button.