Win back customers who cancel

Not every ended subscription is a customer choosing to leave. When a Stripe subscription ends, this tells the two cases apart: a customer who cancelled gets a friendly note asking what could have been better, and one whose payments kept failing gets a note asking them to update their card.

Every ended subscription is also added to your Churn sheet with the date, customer, plan, amount and reason, so you can see why people leave. The sheet needs the columns Date, Customer, Plan, Amount and Reason. A customer with no email in Stripe is logged but not emailed.

StripeWhen a subscription ends. Save it as subscription.When a subscription ends. Save it as subscription.

Churn sheetSet churnSheet to blank.

Day the subscription endedGet today's date and save it as today.

Add to the churn sheetAdd a row in churnSheet. Save it as logged.Google Sheets

If subscription.customer_email isn't blankIf subscription.customer_email isn't blank

Yes

If subscription.cancellation_details.reason is payment_failedIf subscription.cancellation_details.reason is payment_failed

Yes

Ask them to update their cardSend an email to subscription.customer_email. Save it as card_email. Subject: Your subscription ended because a payment did not go throughHello, Your subscription has ended because we could not collect your last payment. If you would still like to continue, please reply to this email and we will help you update your card and get you started again. Thank you for being a customer.Gmail

No

Ask why they leftSend an email to subscription.customer_email. Save it as winback_email. Subject: We are sorry to see you goHello, We are sorry to see you go. If you have a moment, we would love to know what we could have done better. Just reply to this email with your thoughts. If you change your mind, we would be happy to have you back.Gmail

No

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