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Capture cancel reason before you price a save
A save offer without a cancel reason is a blind discount. Capture why they want out first. Some reasons never get a save — fraud, never-shipped, hard-fail MIT, chargeback already posted, blank refusal.
Pair: Cancel reason before save offer on Subscriptions. Pause vs skip vs cancel: pause vs skip vs cancel. Pricing leftover LTV vs offer cost: cancel-save EV.
Order of operations
- Ask and log the reason.
- Block save when the table says no.
- Only then run leftover cash LTV vs offer cost.
- Offer once if EV clears — do not stack.
What not to do
Do not discount before the reason. Do not save a fraud or CB path. Do not discount a token that already hard-fails.
Related: Subscriptions, involuntary churn.
Procedure
- Ask and log the cancel reason first.
- Block save on fraud, CB, never-shipped, hard-fail MIT.
- Only then price leftover LTV vs offer cost.
- If reason is price/value and EV works, offer once.
Failure modes
- Offering a save before asking why.
- Saving a fraud / chargeback path.
- Saving while MIT is already hard-failing.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Cancel reason
- Why the subscriber asked to leave — captured before any discount is offered.
Work with us — We run this job on your accounts. Services
FAQ
- Can CS offer 20% off before asking why?
- No. Reason first. Otherwise you discount fraud paths and dead cards.
- Is this the save-offer EV calculator?
- No. This page is the gate. EV comes after the reason allows a save.
- What if they refuse to give a reason?
- Log blank and cancel. Do not invent a reason to unlock a discount.