Saving Loop subscriptions with a question, not a coupon

The short version

Subscribers cancel for ordinary reasons: too much coffee in the cupboard, a move, a tight month, a card that expired. A discount fixes only one of those. A question finds out which one it is. With Loop connected, your assistant asks first, then offers the right fix: a pause, a handoff to your team or, only if you’ve set one, your incentive.

Two moments that matter

Subscription recovery covers two moments, and they need different conversations.

A declined card. Nobody decided to leave. The card expired or the bank said no. The assistant checks in first and sends the update link only after the customer replies:

hey Sam, it’s Mia, Ridge Coffee Co.’s text assistant. your next bag couldn’t go out, looks like a card issue. want a link to update it?
yes pls
here you go, it only takes a minute: ridgecoffee.co/account

A cancellation. Someone chose to stop. That’s where the question matters most.

Ask what went wrong

The assistant asks one question and listens:

sorry to see you go. mind if i ask what’s not working? happy to sort it either way.

The answers usually fall into a few groups, and each has its own fix:

“too much coffee right now” - offer a pause, not a discount.
“i’m moving” - offer a pause until they’re settled, or hand it to your team.
“it’s a bit much this month” - this is where your incentive can help, if you’ve set one.
“didn’t love the last one” - hand it to your team, who can suggest something else.

If the customer just wants out, the assistant confirms and lets them go. No guilt trip and no second ask.

The cheapest save is the one that didn’t need a discount. A pause keeps the customer and your margin.

Pause first, incentive second

For Ridge Coffee Co., cancellations were answered with a pause offer first, not a discount. In a month, that saved 52 subscriptions. The incentive stayed in reserve for customers who said cost was the issue.

You choose the incentive, and you can leave it off entirely. Like every code we send, it’s single use and expires.

The same rules apply

Subscription texts follow the same checks as every other flow: a recorded opt-in, quiet hours from 8 AM to 9 PM in the customer’s timezone, no link in the first message, and any opt-out wording ends the conversation for good. When something is outside what the assistant can do, like a refund question, it hands off to your team.