Paid module: Churn prevention is a paid module that must be activated separately for your contract organisation. Contact your Frisbii account manager or support@frisbii.com for activation.
Overview
Churn prevention is a guided cancellation flow displayed in the Self Service when a customer wants to cancel a subscription. It consists of up to 4 configurable steps and gives you the ability to collect cancellation reasons and display custom content — for example, messages that may encourage the customer to stay.
In the Merchant Backend you can customise churn prevention to fit your organisation. You can also set whether customers are allowed to skip the cancellation reason step.
Frisbii Media offers two variants of the cancellation flow:
Standard flow: Frisbii Media provides a predefined cancellation flow that runs automatically as long as customised churn prevention is not enabled.
Customised flow: If you want to tailor the flow to your organisation — with your own texts, steps, and logo — you can configure this under Settings → Applications → Churn Prevention, as described in this article.
Note: It is recommended that you first create and sort the Cancellation Reasons before making any further settings.
Cancellation reasons can be viewed both in the customer account and in reporting. See: Cancellation Reasons
Step 1: Configure general settings
Navigate to Settings → Applications → Churn Prevention.
Click Edit Settings.
The editing mode opens, where both the Settings tab and the Sort Cancellation Reasons tab can be edited.Enable Customized Churn Prevention.
This setting controls whether your individually configured content (texts, steps, logo) is displayed in the Self Service.
Active: The customer goes through your custom churn prevention flow.
Inactive: The customer goes through the Frisbii standard cancellation flow without any customisation. Cancellation reasons are collected in both cases, provided they have been created and enabled.Optional: Enable or disable the checkbox Allow customer to skip cancellation reasons.
This option can be enabled even if customized churn prevention is disabled.Optional: Add a Logo. The logo appears in the cancellation flow in the box on the right-hand side.
Step 2: Configure the 4 steps of the cancellation flow
The area is divided into 4 tabs representing the 4 steps of the cancellation flow. Each step has a checkbox that can be enabled or disabled to show or hide it individually.
Green tick in the tab: displayed in the cancellation flow.
No green tick in the tab: not displayed in the cancellation flow.
Each step provides the following fields:
Language
Heading
Text
Cancel button text (max. 30 characters – available for Introduction and Reasons only)
Continue button text (max. 30 characters)
Note: Settings can only be saved once all fields, including the text field, have been filled in.
Tab: Start
The first step displayed when a customer clicks Cancel subscription. Use this step to address the customer and give them the opportunity to stop the process.
Field | Example text |
|---|---|
Heading | We're sorry to see you go. |
Text | Are you sure you want to cancel your subscription? You will lose access to all content. |
Cancel button text | Keep my subscription |
Continue button text | Continue to cancellation |
Tab: Reasons
In the second step, the customer selects a cancellation reason. The reasons are loaded from the Cancellation Reasons you have created. Once cancellation reasons have been created, this tab is automatically enabled.
Field | Example text |
|---|---|
Heading | What is the reason for your cancellation? |
Text | Your feedback helps us improve our offering. Please select a reason. |
Cancel button text | Cancel |
Continue button text | Continue |
Tab: Cancellation
In the third step, the customer confirms the cancellation of their subscription. You can use this step to point out alternatives before the cancellation is finalised.
Field | Example text |
|---|---|
Heading | Confirm cancellation |
Text | Your subscription will be canceled at the end of the current term. You will retain full access until then. |
Continue button text | Cancel now |
Tab: Cancellation Aborted
This step is displayed when the customer stops the cancellation process and keeps their subscription. It confirms to the customer that no cancellation has been processed.
Field | Example text |
|---|---|
Heading | Your subscription remains active. |
Text | You have stopped the cancellation. Your subscription continues as usual — we're glad you're staying! |
Continue button text | Back to my subscriptions |
Step 3: Set the order of cancellation reasons
In the Sort Cancellation Reasons tab you define the order in which cancellation reasons are displayed to the customer in the Self Service. The order also affects how reasons appear in the report.
Drag and drop the cancellation reasons into the desired order.
Save the setting using the Sort Cancellation Reasons button.
Frisbii Media standard churn prevention flow
If the module is active but customised churn prevention has not been enabled, Frisbii Media automatically runs a predefined standard flow. This includes the essential steps of the cancellation process without custom texts or branding.
The Frisbii Media standard flow looks as follows:
Cancel subscription:
"Continue cancellation" clicked:
"I want to keep my subscription" clicked:
To customise the flow for your organisation, follow the steps in this article under Settings → Applications → Churn Prevention.