We’re thrilled to announce our advanced Cancel Flow Analytics – a new data view that shows exactly how your cancel flow experience impacts revenue.

Now you can see the complete picture of what happens when customers consider canceling, from entry to outcome, with clear metrics on retention and revenue impact.

Here's what's new:

• Churn risk visibility: Track how many subscribers enter your cancel flow to gauge potential churn.
• Save tactic distribution: Identify which customers take save tactics (skip, pause, SKU swap, discount) vs. canceling, and quantify the revenue you've retained.
• Post-flow insights: Track what happens after a save. See whether subscribers who accept a cancel-flow offer actually stay – or churn later – so you can optimize for real, lasting retention.

What this means for you:

• Pinpoint where your cancel experience succeeds and where customers drop off
• Quantify how save tactics directly impact retention during and after the cancel flow experience
• Make data-driven decisions to optimize lifetime revenue

Get Started Now

This update is now live – check it out in the Retention & Churn drop-down under Analytics. If you have questions about Cancel Flow Analytics, please reach out to your Ordergroove CSM or check out our KC for more details. [Read more here]

Your subscribers can now skip their next order with a single click through SMS and email messages. The new 1-Click Skip action gives subscribers a faster, more frictionless way to manage their subscriptions when they need flexibility.

What's new:

• One click, done: Subscribers can skip their next order with just one click from a text or email, seeing immediate confirmation 
• Consistent experience: 1-Click Skip joins our existing 1-Click actions (Delay, Cross-sell, Reactivate) to give subscribers faster control across all their subscription management needs

What this means for you:

• Reduce friction and retain more customers: Make it easier for subscribers to skip when they need to, reducing the likelihood they'll cancel instead
• Increase engagement: Lower barriers to subscription management mean subscribers are more likely to stay active and engaged with their subscriptions

Get Started Now: Learn more about 1-Click Actions and how to get started.

Holiday promotions and test offers have a habit of sticking around forever. To fight the clutter, you can now archive unused offer profiles and keep your subscription promotions clean, organized, and easy to manage. 

Plus, new filter views let you view promotions by active or archived status.

What’s new:

• Archive with confidence: Offer profiles can be archived as long as they don’t have active subscriptions and aren’t part of a live A/B test.
• Smart recovery: If a subscription on an archived offer profile is reactivated, we’ll automatically unarchive it for you.
• Faster searching: Find the promotion you’re looking for faster with a new dropdown menu that lets you filter by archived or active status.
• Better API filterability: Enhancements to the Offer Profile List endpoint let you filter offer profiles by archived or active status.

What this means for you:

• Manage your incentives efficiently and safely.
• Find the promotion you’re looking for, faster.

Get Started Now:

Offer Profile archiving is available to you now! Head to Flex Incentives in Ordergroove to clean up your promotional roster. 

And if you’re interested in more OOTB promotional setup, ask your Ordergroove CSM about the new Self-Serve Flex Incentives Alpha today.

We’ve increased the speed of our List Payment Endpoint to help you retrieve payment data faster than ever before. With significantly enhanced response times, we’re making it easier for you to sync Payments data into your data warehouse for analysis.

What's New:

• Up to 10x faster response times for large payment data requests
• Handle bigger data pulls with improved performance on bulk requests

We've just launched a new tab in your Retention & Churn analytics: Customer Actions. This new view gives you clear visibility into how subscribers interact with their subscriptions- tracking skips, pauses, product swaps, and other key behaviors that impact your retention strategy.

Here’s what’s new:

• Get a view into how many subscribers skipped, changed the date or quantity of their order, swapped SKUs, and more, all over time
• See a breakdown of sources where these actions happened- from Subscription Manager to API or CSA

With Customer Actions, you now get a clearer picture of subscriber engagement.

Get Started Now

Customer Actions is available today in your Analytics dashboard. Simply go to Analytics > Retention & Churn, and access the new tab to start exploring your customer action patterns.

👉 Read more here.

We’ve enhanced Webhooks with detailed context about who or what triggered an event. Whether it’s a customer action, API call, user input, or system process, you’ll now see clear attribution for event sources. 

This update gives you full visibility into event origins to make it easier to trace changes, accelerate troubleshooting, and uncover patterns in behavior.

Here’s what’s new:

• Actor type now included (customer, API, user, system account, or system process)
• Unique identifier of who or what took the action
• Broader event coverage across most sources, with more to come in future updates

What this means for you:

• Faster troubleshooting
• Clearer audit trails
• Deeper behavioral insights

Get Started Now

This Webhooks enhancement is available today. Review the updated documentation to start leveraging the new event details.

👉 Read more here.

Prevent up to 24% of cancellations with Cancel Flows retention incentives – now configurable under our newly expanded On-Demand Incentives feature. This update consolidates Shopify discount codes and Cancel Flows incentives in one turnkey retention tool.

With On-Demand Incentives, you can create smarter, more flexible offers that keep subscribers engaged and reduce churn – all OOTB and configurable in minutes.

Here’s what’s new:

• Self-serve retention incentives – All merchants can now configure Cancel Flow retention incentives – already preventing up to 24% of cancellations for early adopters – and gaming prevention rules directly in Ordergroove.
• Unified on-demand incentives hub – Manage Shopify discount codes and Cancel Flow retention incentives in one central place.

What this means for you:

• Fight churn before, during, and after the moment of cancellation.
• Streamline incentive setup for convenience and efficiency.
• Unlock further turnkey flexibility & control.
  
  

Get Started Now

This update is now live – check it out in the Flex Incentives tab under Subscriptions. If you have questions about On-Demand Incentives or Cancel Flows, please reach out to your Ordergroove CSM or check out our KC for more details:

👉 More about On-Demand Incentives

👉 More about enhanced Cancel Flows (alpha)

We’ve upgraded your Retention & Churn Analytics page with a fresh look and a powerful new way to diagnose cancellations. 

Your new Cancellations by Source chart shows exactly where cancellations are happening across the Subscription Manager, Ordergroove’s Customer Service Agent page, as a result of discontinued products, disengaged customers, and more. This gives you clear visibility into the biggest drivers of churn, helping you quickly understand where to focus and the best action to take.

Here’s what’s new:

• See counts and %’s of canceled subscriptions for every source
• Cleaner view of subscriber and subscription cancellations raw values and rates
• Identify trends and adjust proactively to align with subscriber behavior

Get Started Now

Your upgraded Cancellation by Source chart is live–explore it now in your Ordergroove Admin or visit Understanding the Retention & Churn Analytics Tab in the Knowledge Center for more information.

When subscription orders fail due to credit card processing errors, subscribers can now manually retry their orders immediately after updating their payment information. 

This update empowers customers to resolve payment issues without contacting support, reducing friction and recovering revenue that would otherwise be lost due to involuntary churn.

Here's what's new:

• Subscribers can now see failed orders with upcoming retries directly in the Subscription Manager.
• While the order is in retry, they can update their payment method directly – saving time for both your team and the customer, with no need to contact support.
• After updating, customers will see a “Retry Now” button that lets them immediately retry the failed payment – replacing the usual “Send Now” option. If they don’t manually retry, the system will keep retrying the payment automatically based on your configured settings to maximize revenue recovery.

What this means for you:

• Recover more failed orders and recurring revenue.
• Improve the customer order retry experience.
• Reduce support tickets due to customer confusion.

Get Started Now: 

This feature is now live in the latest version of Subscription Manager (25.11.0). Customers with failed payment orders will automatically see them in their Order Processing section and can take immediate action to resolve payment issues. 

For questions around this new payment retry visibility or upgrading to the most recent Subscription Manager version, please contact our support team at help@ordergroove.com.

Need help fast? KAI, the Knowledge AI chatbot, is now in your Ordergroove Admin. Already a staple of our Help Center, KAI uses generative AI to instantly answer your questions about product features, best practices, and developer integrations – right where you work.

No more switching tabs or digging for documentation, just open KAI and get what you need, fast.

Here’s what’s new:

• In-product access: KAI is now available across key pages in the Ordergroove platform, so you can get help when and where you need it.
• Multi-source intelligence: KAI is trained on our Knowledge Center, Developer Docs, and Academy content to provide rich, accurate answers.
• Natural language support: Ask questions conversationally – KAI understands what you mean and delivers relevant guidance instantly.
• Linked resources: Get answers and direct links to deeper documentation, setup guides, and best practices.

Get started now
KAI is now live in your Ordergroove Admin, just click the chat bubble in the bottom right to ask a question. It’s still in beta and learning every day, so your feedback is incredibly valuable. Use the thumbs up/down icons in the chat to help us fine-tune responses and make KAI even more helpful.