Configuration
Set up cancellation reasons, design your cancel flows, configure retention offers, and customize your widget's appearance.
Cancellation Reasons
Cancellation reasons are the options your subscribers choose from when they click the cancel button. Configure them in the settings editor under the General tab. You can add, remove, and reorder reasons using drag-and-drop. Each reason gets a unique ID that links it to specific cancel flow steps and appears in your analytics, so changing a reason's text after launch won't break existing data. Aim for 5 to 7 specific reasons — generic options like "Other" don't give you actionable data. Group reasons by category: price concerns, product fit, timing or usage, and competitor switching. Always include a free-text write-in option so subscribers can explain situations your preset reasons don't cover. The reasons popup is the first screen subscribers see, so clarity here sets the tone for the entire flow.
Cancel Flow Steps
Cancel flow steps are the screens shown after a subscriber selects their cancellation reason. Configure them in the settings editor under the Cancel Flows tab. Each reason can have its own flow with up to four sequential steps. Steps come in two types: feedback screens that collect additional information (like a text field asking what could be improved), and save mechanism screens that present a retention offer (like a discount or pause). Order matters — put your strongest offer first, since each additional step reduces completion rates. You can create reason-specific flows so that price-sensitive subscribers see a discount while low-usage subscribers see a pause offer. The flows tab shows a visual overview of all configured flows, making it easy to spot gaps where a reason has no assigned offers.
Retention Offers
Retention offers are the save actions presented to subscribers during the cancel flow. Configure them in the settings editor under the Save Offers tab. Each offer type has its own configuration: discounts let you set a percentage or fixed amount off the next N invoices, pauses hold the subscription at the next billing cycle for a specified number of periods, plan downgrades let the subscriber switch to a lower-tier plan you select, and billing cycle switches move them between monthly and annual billing. When your payment gateway is connected, SubJolt applies the accepted offer automatically — no manual intervention. Use the Preview page to test each offer type end-to-end. The preview simulates the full flow including offer presentation and acceptance, but doesn't make real changes to any subscription.
Reactivation Banner
The reactivation banner targets former subscribers who return to your site after cancelling. Configure it in the settings editor under the Banner tab. When SubJolt detects a cancelled subscriber through your connected payment gateway, it displays a banner with your customized message and win-back offer. You control the banner's headline, body text, call-to-action button label, and the offer details (typically a returning-customer discount). The banner appears on page load and can be dismissed by the visitor. It only shows to visitors with an inactive subscription — active subscribers and non-subscribers never see it. Banner styling follows your widget theme settings, so it matches the rest of your SubJolt experience.
Theming & Appearance
Customize the widget's look and feel in the settings editor under the Appearance tab. You can set primary and background colors, choose font families, adjust button styles (rounded, square, or pill-shaped), and control the overall layout density. Color settings accept any valid hex code, and the editor shows a live preview so you can see changes before saving. Changes save instantly and are reflected in the Preview page, so you can verify the full cancel flow with your custom theme applied before going live.
Configuration FAQ
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