Loop adds treatment actions to retention offers
Table of contents: 3 sections
Loop has added treatment actions (Skip, Delay, Order Now, Update Payment Method) that merchants attach to individual retention offers. Each action lets customers control how they respond to an offer. Different A/B variants can use different actions, letting merchants test which approach drives better retention outcomes.
What treatment actions do
Treatment actions sit alongside existing incentives like discounts, gifts, and loyalty points. They're not rewards, they're customer choices on how to interact with the offer itself. The four types address different retention scenarios: Skip lets customers decline an offer, Delay postpones it to a later time, Order Now pushes immediate purchase, and Update Payment Method prompts customers to fix a payment method before proceeding.
Each retention offer carries a single treatment action. This constraint keeps the customer experience clear and the offer decision fast. A recovery offer targeting expired payment methods, for example, would use Update Payment Method, not a discount alongside it.
Testing actions across variants
A/B testing is the practical strength here. Merchants can configure one variant to use Skip, another to use Delay, and measure which one produces higher offer acceptance. For payment recovery flows, comparing Order Now against Update Payment Method shows whether customers prefer speed or control.
The measurement matters: a high Skip rate may signal the offer itself is weak, not the action. A low Delay adoption might mean your customer base prefers immediate decisions. Running variants side by side isolates the action effect from other variables.
When to use each action
Choose Skip for non-critical or seasonal offers where customer rejection is acceptable. Use Delay for time-limited promotions, letting customers reschedule an expiring offer. This often feels better than a forced purchase. Pick Order Now when your goal is immediate revenue and your audience is ready to buy. Select Update Payment Method on payment-recovery offers, especially for subscription services where a missing payment is the only blocker.
The setup depends on your retention stage. Early-stage recovery offers benefit from customer control (Skip, Delay, Update Payment Method). Aggressive re-engagement offers lean toward Order Now to capture urgency.
Loop documents the change in its product updates site.
