Loop: Cancellation reason treatments now override portal settings
Table of contents: 3 sections
Loop has updated how cancellation reason treatments interact with portal preferences. Treatments now override global settings. If you add a treatment like Skip to a specific cancellation reason, merchants will see it in the cancellation flow even if that treatment is disabled in the customer portal. This gives you finer control over how each cancellation path behaves.
Reason specific treatments take precedence
Previously, global customer portal preferences acted as a hard gate. If you disabled Skip globally, no merchant would see a Skip option, even if you had configured Skip for a particular cancellation reason. Loop now inverts that priority. Treatment rules on a specific cancellation reason take precedence over portal settings. When a merchant initiates a cancellation, Loop evaluates the treatment tied to that reason first. If a treatment exists at the reason level, it surfaces in the flow.
Customize retention tactics by cancellation reason
Most merchants find that cancellation reasons fall into distinct categories, each with different retention potential. A customer canceling because they found a cheaper competitor needs different messaging and options than one leaving for personal reasons or moving locations. With this change, you can now configure reason specific cancellation flows without manually toggling global settings. Price objection reasons might surface a Discount treatment. Competitor objection reasons might show a Skip treatment with no discount. This separation means your cancellation experience becomes more surgical and responsive.
Setting up treatment logic
Start by auditing your cancellation reasons. Identify which reasons warrant which treatments as primary options: whether that is Skip, Discount, Extend, or custom interventions. When you add a treatment to a reason within Loop, confirm it will surface regardless of the master portal setting. Test by disabling the treatment in the customer portal settings, then complete a test cancellation on that reason. Verify the treatment still appears in the cancellation flow. This override behavior lets you refine reason specific tactics without waiting for portal wide preference changes to take effect.
Loop documents the change in its product updates site.
