How do you prevent customers from claiming discounts every month?
In handling repeat experiences, we want to ensure that customers cannot repeatedly claim discounts and that we do not cause errors (a customer claiming a one-time discount twice).
When an experience is initiated, we search for the Subscription ID to see if it exists in our log. We do not base repeat experiences on the Customer ID because the customer could have multiple subscriptions.
If we find a previous experience that resulted in "Saved by discount", then we will not show that specific discount again. Even if there are multiple cancel resolutions with the same discount, none of these will be shown to the customer. This could cause an error since the user has already claimed this discount.
If we find a previous experience that resulted in "Saved by discount" and it occurred within 60 days, no discount Cancel Resolutions will be shown to the user. This is done to prevent users from claiming a discount every billing cycle. However, if the previous experience is older than 60 days, then we will show suitable discounts that have not been previously claimed. (We can edit the timeline and set different parameters to suit your business. Email us at email@example.com if you would like a different time period.)
Do I have to create the coupon in my subscription management platform?
It depends on your integration. Cratejoy and WooCommerce merchants do need to create the coupon in their Cratejoy account. For specific instructions on the coupon settings, please read the relevant article to ensure there are no errors.
All other integrations do not need to create a coupon in their management platform. The coupon is automatically created by the RetentionEngine when you create the discount cancel resolution.
If a customer has multiple subscriptions, does the discount apply to all subscriptions or just the subscription they are canceling?
If a customer claims a discount in the RetentionEngine, the discount only applies to the subscription that they initiated the cancelation process with, not all of their subscriptions.
If a customer has multiple subscriptions, can they claim discounts with each one?
Yes. The RetentionEngine handles experiences based on the Subscription ID, not on the Customer ID. So, if a customer began the cancelation process for each of their subscriptions, they could claim a discount, pause or cancel each one. Each subscription would be handled as a seperate experience.