Retention Offers

Retention offers are the incentives Windback shows to customers during the Cancel Flow. Each cancellation reason can have its own offer, so the customer sees something relevant to why they want to leave.

How Offer Matching Works

When a customer submits a cancellation reason through the Cancel Flow, Windback looks up the retention offer configured for that reason. If an active offer exists, it is returned in the API response for your app to display. If no offer is configured (or the offer is inactive), the response returns offer: null and the cancellation proceeds without an intervention.

Offer Types

Windback supports five offer types:

Offer Type	Description	Use Case
`discount`	A percentage discount applied to upcoming invoices	Customer says the product is too expensive
`extension`	Free extra days added to the current billing period	Customer wants a temporary pause or more time
`downgrade`	Move the customer to a lower-tier plan automatically	Customer is not using enough to justify current plan
`feature_unlock`	Temporarily unlock a premium feature for the customer	Customer is missing a specific feature
`custom`	Free-form offer with custom title and description	Any situation that doesn’t fit the standard types

Offer Fields

Field	Type	Required	Description
`offer_type`	string	Yes	One of: `discount`, `extension`, `downgrade`, `feature_unlock`, `custom`
`title`	string	Yes	Short headline shown to the customer (e.g., “Stay for 20% Less”)
`description`	string	Yes	Longer explanation of the offer
`cta_button_text`	string	Yes	Text for the accept button (e.g., “Apply Discount”)
`discount_percent`	integer	No	Percentage discount (only for `discount` type, 1-100)
`extension_days`	integer	No	Number of free days (only for `extension` type)
`is_active`	boolean	Yes	Whether this offer is currently shown to customers

Dashboard Configuration

You can configure retention offers in the dashboard without writing any code:

Go to Settings > Retention Offers in your project.
Each cancellation reason is listed with its current offer (or “No offer configured”).
Click a reason to create or edit its offer.
Toggle is_active to enable or disable an offer without deleting it.

Use the is_active toggle to run A/B tests — disable an offer for a week and compare cancellation rates.

API Endpoints

List All Retention Offers

curl https://api.windbackai.com/api/v1/projects/:slug/retention-offers \
  -H "Authorization: Bearer <token>"

Response:

{
  "offers": [
    {
      "reason": "too_expensive",
      "offer_type": "discount",
      "title": "Stay for 20% Less",
      "description": "We'd hate to see you go. Here's 20% off your next 3 months.",
      "cta_button_text": "Apply Discount",
      "discount_percent": 20,
      "is_active": true
    },
    {
      "reason": "missing_features",
      "offer_type": "feature_unlock",
      "title": "Try Premium Features Free",
      "description": "We just shipped new features you might like. Unlock them free for 14 days.",
      "cta_button_text": "Unlock Features",
      "is_active": true
    }
  ]
}

Create or Update an Offer

curl -X PUT https://api.windbackai.com/api/v1/projects/:slug/retention-offers/:reason \
  -H "Authorization: Bearer <token>" \
  -H "Content-Type: application/json" \
  -d '{
    "offer_type": "discount",
    "title": "Stay for 20% Less",
    "description": "Here'\''s 20% off your next 3 months.",
    "cta_button_text": "Apply Discount",
    "discount_percent": 20,
    "is_active": true
  }'

The :reason path parameter must be one of the eight standard cancel reasons (e.g., too_expensive, missing_features). See the Cancel Flow docs for the full list.

Delete an Offer

curl -X DELETE https://api.windbackai.com/api/v1/projects/:slug/retention-offers/:reason \
  -H "Authorization: Bearer <token>"

Returns 204 No Content on success. After deletion, customers who cancel with this reason will not see an offer.

Example Configuration

Here is a recommended offer for each cancellation reason:

too_expensive

{
  "offer_type": "discount",
  "title": "Stay for 20% Less",
  "description": "We'd hate to see you go. Here's 20% off your next 3 months.",
  "cta_button_text": "Apply Discount",
  "discount_percent": 20,
  "is_active": true
}

missing_features

{
  "offer_type": "feature_unlock",
  "title": "Try Premium Features Free",
  "description": "We just shipped new features you might like. Unlock them free for 14 days.",
  "cta_button_text": "Unlock Features",
  "is_active": true
}

switched_to_competitor

{
  "offer_type": "discount",
  "title": "We'll Match It",
  "description": "Tell us what the other product offers and we'll see what we can do. Here's 25% off while we chat.",
  "cta_button_text": "Claim Discount",
  "discount_percent": 25,
  "is_active": true
}

not_using_enough

{
  "offer_type": "downgrade",
  "title": "Switch to a Lighter Plan",
  "description": "Our Starter plan might be a better fit. Keep your data and pay less.",
  "cta_button_text": "Downgrade Plan",
  "is_active": true
}

technical_issues

{
  "offer_type": "extension",
  "title": "30 Days on Us",
  "description": "We're sorry about the issues. Here's 30 free days while our team investigates.",
  "cta_button_text": "Add 30 Free Days",
  "extension_days": 30,
  "is_active": true
}

bad_support

{
  "offer_type": "extension",
  "title": "14 Days Free + Priority Support",
  "description": "We'll assign you a dedicated support contact and add 14 free days to your account.",
  "cta_button_text": "Get Priority Support",
  "extension_days": 14,
  "is_active": true
}

temporary_pause

{
  "offer_type": "extension",
  "title": "Pause for 30 Days",
  "description": "No charge for 30 days. Your account and data stay exactly as they are.",
  "cta_button_text": "Pause My Account",
  "extension_days": 30,
  "is_active": true
}

other

{
  "offer_type": "custom",
  "title": "Let's Talk",
  "description": "We'd love to understand what's going on. Reply to this or book a call and we'll figure it out together.",
  "cta_button_text": "Book a Call",
  "is_active": true
}

Best Practices

Cancel Reason	Recommended Offer	Why It Works
`too_expensive`	20% discount	Directly addresses the cost objection without deep discounting
`missing_features`	Feature unlock (14 days)	Lets the customer try before re-committing
`switched_to_competitor`	25% discount	Buys time to understand the competitive gap
`not_using_enough`	Downgrade to a lighter plan	Reduces cost while keeping the customer in your ecosystem
`technical_issues`	30-day extension	Shows good faith while your team fixes the problem
`bad_support`	14-day extension + priority support	Addresses the root cause with a concrete improvement
`temporary_pause`	30-day extension	Exactly what the customer asked for
`other`	Custom “book a call”	Opens a conversation to discover the real reason

Avoid offering large discounts (40%+) as a default. They set a precedent and can train customers to threaten cancellation for a deal.

Analytics

Retention offer analytics — including acceptance rates, revenue saved per reason, and A/B test results — are coming soon. Today you can view offer outcomes in the Cancel Flow event log in the dashboard.

​Retention Offers

​How Offer Matching Works

​Offer Types

​Offer Fields

​Dashboard Configuration

​API Endpoints

​List All Retention Offers

​Create or Update an Offer

​Delete an Offer

​Example Configuration

​Best Practices

​Analytics

Retention Offers

How Offer Matching Works

Offer Types

Offer Fields

Dashboard Configuration

API Endpoints

List All Retention Offers

Create or Update an Offer

Delete an Offer

Example Configuration

Best Practices

Analytics