Content of this article
- Preliminary remarks
- Settings Tab
- 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.