Offer members alternatives before they cancel (beta)

Keep more members by giving them alternatives when they're about to cancel. 

Cancellation rescue options let you decide what a member sees before they can finalise a cancellation in their online account. These options may be a cheaper plan, a discount, or the option to pause and come back later. This guide shows you how to set up cancellation rescue options for a membership product.

How it works

When a member clicks to cancel their membership in their online account, they're presented with the rescue options you've configured before the cancellation is finalised. You can offer one or both of the following:

• Pause membership: the member can pause their membership for one billing cycle instead of cancelling. The membership resumes automatically at the end of the pause. This is presented as part of the cancellation flow. It's a self-service option initiated by the member, separate from a pause scheduled by your team in Venue Manager.
• Select an alternative plan: the member is shown a simplified tile with a cheaper membership option and how much they'd save per month. You can pair this with a discount to make the offer more compelling. Discounts configured here are specific to the cancellation rescue flow and aren't applied anywhere else.
• Select a multi-pass pack (beta): this is also available as a secondary alternative. If selected, the member's cart is built with the configured multi-pass product and their membership is cancelled on successful purchase. Because this requires upfront payment, it's less compelling on its own and it works best when paired with a discount. The multi-pass product type is in beta, so please contact your Customer Success Manager or ROLLER Support to use this option. 

Step 1: Enable guest self-management

If you've already enabled guest self-management in online accounts for this membership product, skip to Step 2. From Venue Manager:

1. Go to Products and select the membership product you want to update.
2. Scroll to Additional options, and select Configure guest ability to self-manage membership via online accounts.
3. Select the self-management options you want to allow:
   • Guest can upgrade
   • Guest can cancel
   • Guest can resume membership
4. Select Save.

Step 2: Configure cancellation rescue options

From Venue Manager, on the same membership product:

1. Scroll to the Cancellation rescue section at the bottom of the page. This option is only available if the checkbox for Guest can cancel is checked.
2. To offer the pause option, select Offer pause as a save option. When a member initiates cancellation, they'll be offered the option to pause for one billing cycle instead.
3. To offer an alternative plan, select Offer an alternative product as a save option.
4. A table appears with a row for each variation of the membership. Use the dropdown in each row to select the alternative membership product to present.
5. (Coming soon) To add a discount, use the Discount column and choose either Percentage discount or Fixed amount. Enter the discount value for each variation and the amount of billing periods it should apply for.
6. Select Save changes.

Repeat for each membership product you want to configure rescue options on.

What members see

When a member clicks to cancel their membership in their online account, they're shown the rescue options before the cancellation is finalised.

• If pause is configured, the member can choose to pause for one billing cycle. The membership resumes automatically when the pause ends.
• If an alternative plan is configured, the member sees a tile showing the alternative membership and how much they'd save per month. If a discount is applied, this is shown as part of the offer.
• If the member proceeds past the rescue options without taking one, the cancellation is finalised as normal.

FAQs