The majority of cancellations come from customers feeling overstocked or having too much product. Many customers don't realize that they can skip their upcoming order and instead end up canceling their subscription. To help retain customers on behalf of our merchants, we released an SMI cancel flow feature to help nudge customers to consider skipping their upcoming order instead of canceling. If a customer selects to skip their upcoming order, the order will ship depending on the frequency their subscription is set at (ie April 15th customer clicks ‘skip order’ for their order arriving April 22nd, and their frequency is 1 month, it would skip to May 22nd.)

All new merchants will receive this feature out of the box with their default SMI, and all existing merchants who have not saved any changes to their default SMI will also receive this feature without needing to do anything. 

Merchants who have saved changes to their SMI and want this feature can follow this documentation to implement it in their RC3 SMI code editor. 

Below is the modal added to the default SMI when a customer selects Cancel Subscription. If they select "Skip Next Delivery" their order date will automatically update to the next date according to their subscription frequency and the modal will close. 

If the customer selects to continue to cancel their subscription they will be taken to the select cancel reason/confirmation page shown below. 

Let's retain some customers!