Retention Campaigns¶
Target Audience: Users, Stakeholders
Release version: 4.4.0
Introduction¶
This section describes the general concept of retention campaigns in Payway.
What are retention campaigns?¶
Retention campaigns are a way for organisations to offer a special and otherwise non-accessible campaign to their end-users. They are not enabled by default.
How are retention campaigns set up?¶
Retention Campaigns are set up as a configuration per package in the PAP. The campaigns that are offered to the end-user are inherently campaigns and work as before.
Read more on how to set up a retention campaign for your organisation here.
When will a retention campaign trigger?¶
A retention campaign will trigger whenever a user decides to cancel their current subscription, if the underlying package of the subscription has one or more configured retention campaigns (including a compatible payment period). Each retention campaign can only be used once, and as such, if a user has used all the retention campaigns for a certain package, they will simply not be offered one.
Example 1:
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User purchases a package and starts their subscription
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User decides they no longer want their package, goes to the PCP and ends their subscription
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User receives the offer of a retention campaign. Upon accepting the campaign, they are bound them to the campaign, and as such the transfer cannot be aborted. If declined, the cancel-subscription flow continues like normal.
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The original package eventually expires, and the user gets the retention campaign instead
Example 2:
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User is in the middle of a retention campaign
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User decides they no longer want the retention campaign, goes to the PCP and ends their subscription
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If an additional step in the retention staircase exists, the campaign is offered to the user
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If the user accepts, they receive the new subscription once the old one expires. The transfer cannot be aborted. Otherwise, the cancel-subscription flow continues like before.
Example 3:
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The same user as in the previous example returns after a year, and purchases the initial/underlying package
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The user cancels their subscription, but since two out of the two available retention campaigns have been previously used, no retention campaign will be offered.
What is a compatible payment period?¶
A compatible payment period is a payment period that is enabled in the PAP and has the same payment option as the payment option used when the user performed their initial order.