How to Cancel Apostle

To create a comprehensive cancellation instruction for an Apostle product, particularly using the cancellation management features of a platform like Appstle, you can follow these steps:

Cancellation Instructions

When a customer wishes to cancel their subscription to an Apostle product, it is crucial to handle the process in a way that maximizes customer retention and gathers valuable feedback.

Provide Clear Instructions

• Initial Message: Inform the customer that you value their feedback and would like to understand the reasons for their cancellation. This can be done through a customized message using HTML or text.

Customer Retention Flow

• Cancellation Reasons: Offer a list of common cancellation reasons for the customer to select from. Examples include:
  • Too expensive
  • Won’t be around/out of the house/on vacation
  • Found alternative sources
  • Other (with an optional text box for elaboration)

Retention Actions

• Configure Retention Actions: Align these actions with the cancellation reasons. For instance:
  • If the reason is "too expensive," offer a discount. You can set a percentage discount and customize it further with options like recurring cycle limits and the number of cycles to pause.
  • If the reason is "won’t be around," offer a pause option for a few billing cycles.

Pause Option

• Pause Subscription: Provide an option for customers to pause their subscription instead of canceling outright. This can be set for a specific number of billing cycles (e.g., 5 cycles). Include a message explaining the pause option and how it works.

Example Workflow

• Step 1: Select Cancellation Reason
  • Present the customer with a list of cancellation reasons and an optional text box for additional comments.
• Step 2: Offer Retention Actions
  • Based on the selected reason, offer relevant retention actions such as discounts or pause options.
• Step 3: Confirm Cancellation or Pause
  • If the customer decides to proceed with cancellation, ensure they understand the implications (e.g., immediate cancellation or cancellation at the end of the billing cycle).
  • If they choose to pause, clarify the duration and any conditions.

Example Message

Thank you for considering cancellation. We value your feedback and would like to understand why you are canceling your subscription.

Please select one of the following reasons for your cancellation:

• Too expensive
• Won’t be around/out of the house/on vacation
• Found alternative sources
• Other (please specify in the text box below)

If you selected “too expensive,” we would like to offer you a 10% discount on your next billing cycle. Would you like to accept this offer?

If you selected “won’t be around,” you can pause your subscription for up to 5 billing cycles. Would you like to use this option?

If you still wish to cancel, please confirm below. Note that cancellation can be immediate or at the end of your current billing cycle.

Support Contact

• Additional Support: Provide contact information for further assistance. For example:

  If you have any questions or need further assistance, please contact us at [email protected] or use our live chat widget.

By following this structured approach, you can engage with customers effectively during the cancellation process, potentially retain them, and gather valuable insights to improve your services.