Retention offers before a cancellation

With retention offers on, the first time a procedure tries to cancel a subscription (Stripe, Chargebee, Recharge, Skio, Paddle or Recurly) for a ticket, TR-AI does not cancel yet. Instead it asks the customer — once, kindly — why they want to cancel and offers your alternatives in the same message. If they accept, TR-AI applies it; if they still want to cancel, it cancels.

1. 1
   Add the tools to your procedure

   The cancel procedure needs the alternative tools too: pause_subscription, skip_next_order, or stripe.apply_retention_coupon for discounts. Offers whose tool is not in the procedure are not shown.
2. 2
   Write the offers

   Revenue agent → Retention offers: up to 5 offers. A discount offer needs the Stripe coupon id to apply and its percentage (at most 50%). “Downgrade” and “Other” offers are handed to your team.
3. 3
   Turn it on

   Switch on Retention offers. Keep “Ask the reason for cancelling” on to see why customers leave.

• Only one offer per ticket — never repeated, never pushy.
• Accepted alternatives follow your normal approval rules (auto-approve list or a teammate approves).
• Only the coupons you list can be applied.
• The save rate (saved ÷ saved + cancelled) and each reason are on the Revenue page.