Intercept a Cancel and Offer Downgrade Option in the Portal

Overview

As a way to save accounts that may be canceling due to cost savings or other financial reasons, we should intercept customers that cancel in the Portal and offer a downgrade option instead.

Proposal

1. Limit to .com customers
2. Create a new screen that comes before the cancel/reasons modal and offers a downgrade option if the current subscription is silver or gold
3. Show cost savings based on their current vs. potential future
4. If they choose to not downgrade, proceed to the cancel modal
5. If they choose to downgrade, make it take action for their next renewal, and keep the auto-renew toggle on
6. Display the plan information of the upcoming renewal in the subscription widget

Business Requirements

• With the 90 day requirement to cancel in the Terms, we'll want to programmatically enforce that limitation
  • We need to make sure we understand which terms the customer originally agreed to

Examples & Inspiration

https://www.retentionengine.com/saas
https://sixteenventures.com/cancellations