Vanix admin
Cancellation
The cancellation rule decides what happens when a customer cancels from their account: when it takes effect, what they're asked, and what they're offered first. Find it in Rules → Cancellation.
It's on from the start, with cancellations taking effect immediately and no reasons or offers. However you set it up, a customer can always cancel. They can reach the confirmation in one press from anywhere in the flow.
If you turn this rule off, customers can't cancel from their account and have to contact you. Several places, including California and Germany, require a way to cancel online, so check what applies where you sell.
When a cancellation takes effect
Either way, nothing more is charged. The difference is whether the subscription ends now, or runs to the end of the cycle the customer has already paid for.
- Immediately, for every product.
- Products I choose run to the end of the paid cycle. A subscription with some of these and some others is split: the others are removed when the customer cancels, and the rest ends on the next billing date.
- Every product runs to the end of the paid cycle, with exceptions that end immediately.
A subscription that's set to end can be kept again, by the customer or by you, until that date. One that has ended can't.
Reasons
Under Why they are leaving, add up to 10 reasons, each with up to 8 more detailed reasons under it. They're asked before the confirmation, and answering is never required.
Turn on Offer "Something else", with a box to explain to let customers write their own. What they write is kept with the cancellation, and cleared if the customer asks for their data to be deleted.
With no reasons, a customer who cancels goes straight to the confirmation.
Offers
Give a reason an offer with Then offer. A customer sees at most one offer on the way to the confirmation, with a button to decline. Declining cancels, and is final for that attempt. An offer that isn't given to any reason is never shown. You can add up to 10 offers.
| Offer | What it does | You set |
|---|---|---|
| Delay the next order | Moves their next order out and keeps the subscription. | Days |
| Add a product at a discount | Offers one product at a discount, on the next order only or on every order. On every order, the lower price lasts for as long as they subscribe. | Product, variants, discount, cut-off |
| Swap an item | Opens the swap page for one of their items. Uses your swap rules, and is skipped when they couldn't swap anything. | Nothing |
| Pause the subscription | Stops orders until they or you resume it. Nothing is charged while it's paused. | Nothing |
| A discount on the next orders | Takes a percentage off every item that renews, for a number of orders, then puts the prices back. | Discount, number of orders |
For each offer, write What the customer sees, such as "Take a month off instead", and optionally a line of detail under it.
An offer is skipped, and the customer goes straight to the confirmation, when it couldn't work for them. For example, a product offer is skipped when none of its variants is in stock.
Seeing the results
Every attempt to cancel is listed on the subscription's page, with the reason and what happened. Across your store, Analytics → Churn & recovery shows how many started the flow, were kept by an offer, changed their mind, or cancelled. Reports