Loop adds segment-based cancellation offers and customer portal search
Table of contents: 2 sections
Loop has released Cancellation Flows V2, which personalizes retention offers based on customer value, payment status, and subscription bundle size. The update also adds product search to customer portals and prevents discount code stacking in transactions. These changes let merchants apply retention logic tied to which customers are worth retaining and how.
Segment-based retention targeting
The new Cancellation Flows segment departing customers by business value and risk profile. Loyal long-standing subscribers receive deeper discount offers to preserve their lifetime value. Customers facing payment failures get payment-update prompts rather than discount incentives, since their churn risk stems from billing friction, not price. Multi-subscription account holders receive offers designed to protect margin across their bundled subscriptions rather than maximize retention on a single plan. Each segment flows into a distinct retention action rather than a generic save dialog.
This segmentation matters because retention mechanics differ by customer type. A loyalty customer can absorb a higher discount and still represent profit; a dunning customer needs payment recovery, not a discount that compounds their payment failure; a multi-sub household requires math that avoids stacking deep offers across multiple subscriptions. Merchants using uniform cancellation dialogs lose the ability to adjust retention intensity based on which customers actually matter most to the business.
Customer portal search and discount handling
The updated customer portal now surfaces product search when customers are evaluating cancellation, upsells, or plan swaps. This keeps customers exploring alternative plans within the merchant's catalog rather than exiting to competitors. A related update adds discount code stacking prevention, stopping customers from entering multiple codes in a single transaction. This protects merchants from an arithmetic problem: customers combining multiple coupon codes to drop their subscription cost below profitability.
Loop documents the change in its product updates site.
