# Retention Last updated: May 14, 2025 ## Overview Brands on our Grow and Excel plans have access to a **Retention**— a feature allows merchants to gain insight on why customers pause and cancel their subscriptions.

## Cancellation Reasons Brands can add up to **eight** reasons to display in your customers’ account portal alongside a text field for your customers to provide more information. The following reasons show up by default:

Smartrr default cancellation reasons
Product is too expensive
I have more than I need
I need it sooner
I want to try a different product
I don’t love the product
I’m moving and need to change my address
Other

### Retention Actions

Each cancellation reason can be assigned an optional **retention action** that will prompt the customer with an additional module before they cancel:

Retention action	Customer will be prompted...
Gift	"Would you like to gift your next order to a friend?"
Swap	"Would you like to swap an item in your next order?"
Change Date	"Would you like to change the date of your next subscription order?"
Discount	"Would you like an additional X% off your next order?"
Frequency Update	"Would you like to edit the frequency of your orders?"
Skip	"Would you like to skip your next order?"
Change Address	"Would you like to edit the delivery address for your subscription?"

### Prompts Prompts, when set to **YES**, provide an additional box for for the customer to provide more information on why they are trying to cancel. If a customer volunteers information it will appear on hover over the chat icon in the table of retention results.

## Pause Reasons

Brands can add up to **eight** reasons to display in your customers’ account portal alongside a text field for your customers to provide more information. ### Retention Table Brands can see a full breakdown of **Cancellation attempts by customer** and **Cancellation reason summary**, **Pause attempts by customer** and **Pause reason summary**, or quickly export all data to CSV.

The retention table shows the cancelation reason, date of the cancelation and the action taken (retention action):

If a customer decided to opt-in for the retention action, this will reflect in the retention table. One of the below will show up under the "Action Taken" column based on the customer's choice: | Action Taken Statuses | | --------------------- | | Canceled | | Swapped | | Gifted | | Discount | | Frequency updated | | Date changed | | Skipped | | Address updated | --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.smartrr.com/docs/support/admin-portal/retention.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.