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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.

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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.

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Offer Types

Windback supports five offer types:
Offer TypeDescriptionUse Case
discountA percentage discount applied to upcoming invoicesCustomer says the product is too expensive
extensionFree extra days added to the current billing periodCustomer wants a temporary pause or more time
downgradeMove the customer to a lower-tier plan automaticallyCustomer is not using enough to justify current plan
feature_unlockTemporarily unlock a premium feature for the customerCustomer is missing a specific feature
customFree-form offer with custom title and descriptionAny situation that doesn’t fit the standard types

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Offer Fields

FieldTypeRequiredDescription
offer_typestringYesOne of: discount, extension, downgrade, feature_unlock, custom
titlestringYesShort headline shown to the customer (e.g., “Stay for 20% Less”)
descriptionstringYesLonger explanation of the offer
cta_button_textstringYesText for the accept button (e.g., “Apply Discount”)
discount_percentintegerNoPercentage discount (only for discount type, 1-100)
extension_daysintegerNoNumber of free days (only for extension type)
is_activebooleanYesWhether this offer is currently shown to customers

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Dashboard Configuration

You can configure retention offers in the dashboard without writing any code:
  1. Go to Settings > Retention Offers in your project.
  2. Each cancellation reason is listed with its current offer (or “No offer configured”).
  3. Click a reason to create or edit its offer.
  4. 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.

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API Endpoints

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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
    }
  ]
}

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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.

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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.

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Example Configuration

Here is a recommended offer for each cancellation reason: 
{
  "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
}

{
  "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
}

{
  "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
}

{
  "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
}

{
  "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
}

{
  "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
}

{
  "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
}

{
  "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
}

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Best Practices

Cancel ReasonRecommended OfferWhy It Works
too_expensive20% discountDirectly addresses the cost objection without deep discounting
missing_featuresFeature unlock (14 days)Lets the customer try before re-committing
switched_to_competitor25% discountBuys time to understand the competitive gap
not_using_enoughDowngrade to a lighter planReduces cost while keeping the customer in your ecosystem
technical_issues30-day extensionShows good faith while your team fixes the problem
bad_support14-day extension + priority supportAddresses the root cause with a concrete improvement
temporary_pause30-day extensionExactly what the customer asked for
otherCustom “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.

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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.