Fluid Retention
Give good customers a reason to stay.
Offer a pause before a cancel, remind customers before they’re charged, and retry the renewals that can still clear. Reps and points keep the relationship warm, and you can always tell a declined card from a customer who chose to go.
Flexibility
Let customers pause or skip instead of leaving.
Customers manage their own subscriptions, and the cancel screen offers a pause first. Plenty of people who were about to cancel only needed a break.
- Pause, right inside cancel“Would you like to pause your subscription instead?” with a choice of how long.
- Pause by date or by ordersResume on a chosen date, or after a set number of orders.
- Skip within your limitsSkip the next order, undo it, and stay inside the plan’s skip limit.
- A reminder before every chargeCustomers get an email three days before each renewal.
Recovery
Win back failed payments before they become churn.
Automatic retries handle the declines that can recover, and your team can retry, schedule, or email the rest. Home shows what you won back against your usual rate.
- Retries that make sense24, 48, and 72 hours after a failure, or 4, 8, and 16 for short cycles, with hard declines stopped.
- Won back, measuredRecovered, still retrying, and written off, against your six-month average.
- The next four weeksScheduled renewal revenue, subscribers, and cancels against a normal month.
- Card updates, asked for kindlyEmails before the renewal runs or right after it fails, without double-sending.
Reasons
Know why charges fail, and where.
Subscription Billing ranks decline reasons, markets, and the times of day that clear best, so your team knows which failures are worth chasing.
- Top failure reasonsThe share, dollars, and count for each reason the processor gave.
- Where failures concentrateEach market’s failure rate against the month’s average.
- When charges clearSuccess by time of day and by week of the month.
- Cleared the first timeHow many renewals charged cleanly without a retry.
Relationship
Give good customers reasons to come back.
Points reward what customers buy, reps get a nudge at the moments that matter, and a cancelled subscription can come back in a click.
- Points in your own nameCall them what you like, earn them per product and market, and redeem them at checkout.
- A thank-you at the right timeA week after an order, the rep gets a drafted note to check in.
- Repeat buyers to subscribersWhen someone keeps reordering, their rep gets a nudge to suggest a subscription.
- A discount for one subscriberAttach it for one renewal, several, or for good.
Mist for retention
Tell a declined card from a customer who’s drifting.
Ask Mist and it reads your subscriptions: who has a payment problem, who keeps skipping, and who paused. It drafts the right next step for each, for your team to review.
- Card problems, by reasonPast-due subscribers grouped by what the processor said.
- Skips that add upSubscribers who keep skipping, with no payment trouble behind it.
- A different next step for eachA card update request for one group, a note from their rep for the other.
- Nothing sent from the chatMist drafts. Your team reviews and sends.
What it replaces
Keep subscribers without another app.
Subscription brands often add a save-flow app, a dunning tool, a churn dashboard, and a points app on top of their store. In Fluid, they’re part of the same subscription.
Usually
- Subscription save apps
- Dunning add-ons
- Churn dashboards
- Renewal reports
- Loyalty point apps
- Pause instead of cancel
- Skips within limits
- Automatic retries
- Recovery against your usual rate
- Failure reasons by market
- Points and rep nudges
FAQs
Questions retention teams ask.
Every subscription program is different. We’ll look at yours with you.
What can a customer do instead of cancelling?
The cancel screen offers a pause first. Customers can also pause until a date or for a number of orders, skip the next order within your limit, and resume on the date they choose.
Do you capture why customers cancel?
Not today. Fluid reports why payments fail, by reason and market, and records skips on every subscription, so you can tell a card problem from a customer who’s drifting.
How are failed renewals retried?
Automatically at 24, 48, and 72 hours, or 4, 8, and 16 hours for short cycles, and only for declines that can recover. Your team can also retry now, schedule a retry, or email the customer.
Do customers hear from us before they’re charged?
Yes. An email three days before every renewal, and a note on the first failed charge with the date of the next retry.
Can we reward loyal subscribers?
Customers earn points on what they buy, under your own name for them, and redeem them at checkout. You can also attach a discount to a single subscription for one renewal, several, or for good.
Can Mist help?
Ask Mist to separate card problems from customers who keep skipping. It reads your subscriptions and drafts the next step for your team. It doesn’t send anything to customers.
Explore the platform
Retention runs through the platform.
The same subscribers, reps, and payments carry across Fluid.
See it with your subscribers
Bring us your subscribers. We’ll show you who’s at risk, and why.
We’ll walk through your renewals, your recoveries, and your customers’ side of it in Fluid.