Settings

Content of this article

  1. Preliminary remarks
  2. Settings Tab
  3. Sort Reasons Tab


1. Preliminary Remarks

In the Merchant Backend, a churn prevention can be individually adjusted consisting of 4 steps. It can be set if the customer should be able to skip the churn prevention or not.

Note: It is recommended to create and sort the reasons for cancellation as the first step before further settings are made.

The reasons for cancellation can be viewed both in the customer account and in the reporting menu item. 

2. Settings Tab

Set up the churn prevention:

  • Click on Edit Settings.  Both the Settings tab and the Sort Reasons tab can be edited here.
  • Activate the Customized Churn Prevention:
    • active: slider is green
    • inactive: slider is grey
  • Click on the Enable customer to skip cancellation reason step to activate or deactivate this function.
    The function can be activated even if the customized churn prevention is deactivated.
  • Add Your Logo (optional). The logo is displayed in the churn prevention process in the box on the right hand side.

Configuration of the Steps:

There are 4 tabs which display the 4 steps in the churn prevention. Each step has a checkbox which can be activated or deactivated to hide or show the steps.
  • green checkmark in the tab means that the step is displayed in the churn prevention.
  • No green checkmark in the tab means that the step is not displayed.


The following settings can be made in each tab:
  • Language
  • Heading
  • Text
  • Text of the Cancel Button (only available in Start and Reasons tab)
  • Text of the Continue Button
Once the reasons for cancellation have been created, the Reasons tab is automatically active.

 Note: Settings can only be saved once all fields, including the text field, have been filled in.


3. Sort Reasons tab

  • General:
    • determines the order in the Self Service
    • determines the order in the report
  • Sort:
    • sort the reasons for cancelation via drag and drop.
    • Click on Sort Reasons to save the settings.