Offer a product swap instead of a cancellation
The cancellation flow can now offer customers a switch to a different product instead of cancelling, with its own scope and discount settings.
Sometimes a subscriber wants to leave because the product itself isn't working for them — not because they're done subscribing. You can now offer a product swap as a cancellation save offer: instead of cancelling, the customer picks a different product and keeps their subscription running.
Add the new Product swap treatment to your cancellation flow (Retention → Cancellation flow → add a Treatment → Product swap).
Configure it per treatment
The product-swap treatment has its own settings, separate from the swap option in the customer portal:
- Scope — which products a customer can swap into for this offer.
- Discount — optionally sweeten the swap with a discount to make staying even easier.
When a customer starts to cancel and reaches this treatment, they see the products they're allowed to switch to, choose one, and their subscription continues with the new item — no cancellation, no re-subscribe. It works on the Shopify customer account page and the customer portal.
Pair it with your other treatments so a customer who isn't happy with their current product has an easy alternative to walking away.