> ## Documentation Index > Fetch the complete documentation index at: https://docs.kelviq.com/llms.txt > Use this file to discover all available pages before exploring further. # Retention offers > Ask customers why they're cancelling and make an offer to keep them When a customer cancels a subscription in the [customer portal](/customer-portal/overview), Kelviq asks why, then shows the offer you picked for that reason: a discount, a pause, or a link to your support team. If the customer says no, they continue to cancel. Set it up in **Settings → Retention** and turn on **Enable retention offer**. ## What the customer sees **1. They pick a reason** ![The cancellation dialog asking the customer to pick a reason](https://mintcdn.com/kelviq/PslNpXzQ4E11z7H3/images/retention/retention-reason.webp?fit=max\&auto=format\&n=PslNpXzQ4E11z7H3\&q=85\&s=5180b931c2c52ff8cb4085a5bb7bc556) **2. They see your offer** The offer depends on the reason. Here, **Not using it enough** leads to a pause. ![An offer to pause the subscription for 1, 3, or 6 months](https://mintcdn.com/kelviq/PslNpXzQ4E11z7H3/images/retention/retention-pause-offer.webp?fit=max\&auto=format\&n=PslNpXzQ4E11z7H3\&q=85\&s=aa13f36a772af290f58283f4d3bd128d) **3. They confirm or keep the subscription** A customer who declines the offer chooses when access ends: at the end of the billing period, immediately, or on a date they pick. If you've turned on written feedback, your question appears here too. ![The final cancellation step with end date options and a feedback question](https://mintcdn.com/kelviq/PslNpXzQ4E11z7H3/images/retention/retention-confirm.webp?fit=max\&auto=format\&n=PslNpXzQ4E11z7H3\&q=85\&s=8b66dc0f90cacd0ecef760c2a8a19ef8) ## Set up your offers Set each offer up once. Then choose which reasons show it. ![Retention settings with the Discount, Pause, and Support offers](https://mintcdn.com/kelviq/PslNpXzQ4E11z7H3/images/retention/retention-offers.webp?fit=max\&auto=format\&n=PslNpXzQ4E11z7H3\&q=85\&s=e8b5894fbd7178abf646aeae8003ee63) | Offer | What you set | What happens if the customer accepts | | - | - | - | | Discount | A percentage off and how many billing cycles it lasts | The plan stays the same and the next payments are discounted. After that, the price goes back to normal | | Pause | Which lengths to offer: 1, 3, or 6 months | Billing and access stop for the period they choose, then resume. See [Pause a subscription](/product-catalog/subscriptions#pause-a-subscription) | | Support | A link to a booking page, live chat, or your help site | They go to that link. Nothing changes on the subscription | Use the eye icon next to an offer to preview it. ![A discount offer of 20% off the next 3 payments](https://mintcdn.com/kelviq/PslNpXzQ4E11z7H3/images/retention/retention-discount-offer.webp?fit=max\&auto=format\&n=PslNpXzQ4E11z7H3\&q=85\&s=76f35eab0b4dbba408cbc4aa95006912) ## Match offers to reasons Under **Offers by cancellation reason**, pick an offer for each reason, or **No offer** to let the customer go straight to the final step. ![Offers by cancellation reason, with an offer chosen for each reason](https://mintcdn.com/kelviq/PslNpXzQ4E11z7H3/images/retention/retention-offers-by-reason.webp?fit=max\&auto=format\&n=PslNpXzQ4E11z7H3\&q=85\&s=6c76a0c75d92a604bea13de3bab9abfc) | Reason | Example offer | | - | - | | Too expensive | Discount | | Not using it enough | Pause | | Missing features | Support | | Switching to another product | No offer | | Technical issues | Support | | Poor support experience | Support | | Business or project ended | No offer | | Other | No offer | > [!TIP] > > Offer what fits the reason. A customer who isn't using the product won't stay for a discount, but might come back after a pause. ## Ask for written feedback Turn on **Written feedback** to ask one open question before the customer confirms, such as "What could we do better?". Answering is optional. The answer is saved as the cancellation comment on the subscription. ## When an offer isn't available An offer the customer can't use still appears, greyed out, with the reason. A customer sees an offer only once per subscription unless you change the repeat policy below, and offers aren't available on free or manually billed subscriptions. A pause has to cover at least one full billing period, so a 1-month pause isn't offered on a yearly plan, and a yearly plan usually gets no pause offer at all. Only an active subscription can be paused: not one on trial, past due, or already scheduled to cancel. ## Advanced settings | Setting | Options | | - | - | | Resume billing behavior | **Reset billing cycle** (default) charges a full period on the day the subscription resumes and makes that the new billing day. **Keep billing day** charges nothing on resume and waits for the original billing day. A customer who resumes inside a period they've already paid for is never charged again, whichever you choose | | Offer repeat policy | **Once per subscription** (default), **After previous offer ends**, or **Unlimited**. Controls whether a customer who accepted an offer can accept it again on a later cancellation. A plan change doesn't reset this | ## Related documentation * [Customer portal](/customer-portal/overview) * [Subscriptions](/product-catalog/subscriptions) * [Discounts](/product-catalog/discounts) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.