How do I implement this on my site?
Self-serve cancel must be enabled on each Subscription type Service on the Configure tab. Save Rates are designated with a checkbox within each Rate, in each Service. For additional details, visit our instructions for setting up Self-Serve Cancel for subscribers.
What are the best practices for retaining my subscribers?
BLOX Digital provides several resources to help you retain as many subscribers as possible:
Do subscribers have to be logged in to cancel?
Yes. As a security measure, subscribers will need to log in to their account on the website to access the cancellation workflow.
Can I create a separate Subscription Service for Save Rates?
No. The subscriber can only accept Save Rates that are in the Service they are currently subscribed to. Subscribers can switch rates through this workflow, but they cannot switch Services.
Do subscribers have an option to pause their subscription, or enter a vacation stop?
No. This process is only able to cancel a subscription or allow the subscriber to select a new rate. Subscribers that wish to come back in the future will need to sign up for a new subscription.
Does this process provide refunds?
No, this process does not provide refunds. Like streaming services and other modern subscription platforms, this process will cancel the subscriber at the end of their current term and they will not be charged again. To help you retain as much revenue as possible, customers will need to call to request a refund.
Does this work for 3rd-party circulation systems?
No. This cancellation workflow only applies to Subscription-type services, where the transactions go through BLOX.
How do I track how many subscribers cancel vs. are saved?
You can track churn and subscribers in grace with on-demand reports in BLOX Subscription. These reports represent a snapshot in time, and include customer contact information. The reports are:
At-Risk Subscribers/In Grace: Use this report to find auto-renewal subscribers who are in Grace and past their natural expiration date.
Canceled Subscribers: Use this report to find subscribers who are canceled. This would include subscribers who intentionally reached out to cancel, and those who canceled involuntarily due to an issue with their credit card.
How do I designate my stop save rates?
In the Subscription admin, click the gear on the top right to access application settings, then click Services. Double-click on a service, then click the purchase rates tab. Identify a rate you want to use as a special Save Rate, or create a new one. On the Retention tab, click the checkbox to make that Rate available as a Save rate.
How do I identify the subscribers who canceled to try to win them back?
The best way is with onsite messaging. You can implement a Former Subscribers paywall to win back subscribers who cancel or expire involuntarily due to an issue with their credit card. You can also use the Cancel Report to collect customer information to contact subscribers based on their cancel reason.
How do I cancel someone’s account in BLOX if they call or email me?
In BLOX Subscription, locate the user by searching for their email address. Double-click their most recent transaction to view their subscription account. On the first Subscription tab, click the Cancel Subscription button on the top-left, then follow the prompts for cancel reason and enter any notes. The user will continue to have access until their expiration date and the account will not auto-renew. If you need to end their access immediately, move up the Expire date after canceling.
