Target Audience: Users, Stakeholders
Release version: 4.4.0
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.
User purchases a package and starts their subscription
User decides they no longer want their package, goes to the PCP and ends their subscription
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.
The original package eventually expires, and the user gets the retention campaign instead
User is in the middle of a retention campaign
User decides they no longer want the retention campaign, goes to the PCP and ends their subscription
If an additional step in the retention staircase exists, the campaign is offered to the user
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.
The same user as in the previous example returns after a year, and purchases the initial/underlying package
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.