Preliminary Remarks
A churn prevention consisting of 4 steps can be customized in the Merchant Backend. It can be set whether the customer should be able to skip the churn prevention or not.
Note: It is recommended that you first create the Cancellation Reasons and sort them before making any further settings.
The cancellation reasons can be viewed both in the customer account and in reporting, see the following entry: Cancellation Reasons
The "Settings" tab
Set up churn prevention:
Click on Edit Settings . The editing mode opens, in which both the Settings tab and the Sort Cancellation Reasons tab can be edited.
Activate Customized Churn Prevention:
active: green controller
inactive: gray controller
Click on checkbox Enable customer to skip cancellation reason step to activate or deactivate the function.
The function can be activated even if the customized churn prevention has been deactivated.Add Your Logo (optional). The logo appears in the cancellation process in the box on the right-hand side.
Configuration of the steps:
The area is divided into 4 tabs, which represent the 4 steps in the cancellation process. Each step has a checkbox that can be activated or deactivated to hide or show steps individually.
Green tick in the tab: is displayed in the cancellation process.
No green tick in the tab: is not displayed in the cancellation process.
Each area has the following setting options:
Language
Heading
Text
Text of the cancel button max. 30 characters (only available for Start and Reasons )
Text of the continue button max. 30 characters
As soon as reasons for cancellation have been created, the Reasons tab is automatically activated.
Note: Settings can only be saved once all fields, including the text field, have been filled in.
The "Sort Cancellation Reasons" tab
General:
determines the sequence in Self Service
determines the order in the report
Sort:
sort by drag-and-drop reasons for cancellation.
Save the setting via the Sort Cancellation Reasons button.