Retention measurement
Your cancellation save rate may not tell the whole story
A positive action inside a cancellation screen is useful, but it is not the same as a retained customer who renews and pays again.
Five different events can sit behind one save rate
Flow started
The customer entered the cancellation journey.
Clicked Stay
The customer chose not to continue cancelling at that moment.
Accepted an offer
A discount or pause was applied through the approved flow.
Remained subscribed
The subscription stayed active after the immediate interaction.
Paid again
A later recurring invoice was successfully paid.
UI interaction ≠ realised retention revenue
A Stay click can mean the customer changed their mind. It can also be temporary hesitation. An accepted discount can preserve a subscription, but it still needs a later successful payment before it becomes realised retention revenue.
Treating every Stay click as a completed save hides that distinction. It can also make a generous offer look successful before its cost and later outcome are visible.
Follow what happens afterwards
Ziphy records the cancellation decision and follows downstream subscription and payment outcomes. Merchants can distinguish the immediate response from whether the customer remains subscribed and subsequently pays another recurring invoice.
This does not promise that every save action becomes revenue. It gives the team a more factual view of which outcomes actually continued.
Measure the offer as well as the click
Pair downstream outcomes with the reason shown, the response offered and the eligibility rule applied. A discount, pause and simple Stay action each have different commercial implications.
If discounts are available, offer cooldowns can prevent a customer repeatedly using cancellation to unlock the same incentive.
Keep more subscription revenue.
Measure cancellation outcomes beyond the first click.
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