Unsubscribe tunnel

Access the video

The messages contained in the unsubscribe tunnel steps can be customized from the buttons that give access to the visual editor.

How does it work?

From his account, a subscriber has the possibility to stop his subscription. The idea is to ask him a few questions to find out why, and then to customize different scenarios to make sure he really wants to unsubscribe.

The unsubscribe tunnel is a pre-configured feature in the solution. To activate it, you will have two steps to customize:

create questions that will be asked to the subscriber
customize the messages of the different scenarios from the Unsubscribe Settings section

These 2 sections, Questions and Unsubscribe Settings, are accessible by clicking on Sites in the left-hand column, then View (small eye).

Create your questions

To create questions, from the Questions section, click on Create. Indicate the title of your question and whether the answer will be chosen from a list of answers or whether the subscriber will have to check his answer among the proposed answers.

You can modify these questions at any time and delete them if necessary.

Once your questions have been created, when the subscriber clicks on Unsubscribe from his account, he will access these questions. They will be able to choose to stay (by clicking on the button "I finally stay") or they will have to answer the questions to be able to click on the button "I don't want a box anymore".

You will find the answers to these questions in the Survey section in the left column.

From the section Settings Unsubscribe, by clicking on Modify, you can modify the image proposed in parallel to the questions asked to the subscriber.

Customize the unsubscribe tunnel

Once your subscriber has answered the questions, he/she has the possibility to click on "**I don't want to receive any more boxes**" or "**Finally I'll stay**". In the latter case, they will arrive on a page with a message that you can personalize in the section Subscription settings, by clicking on modify and then by positioning yourself in the free edition window "**Click on Finally I stay**".

If the subscriber clicks on "I don't want to receive any more boxes**", he/she will be taken to the page "We say goodbye for a day or forever". To customize the title of this page and add a visual for example, go to the free edition window named "**First Part "**. From this page, the subscriber will be able to choose to continue the interruption of his subscription or simply to make a pause. In this case, he will click on "Let's take a break" and will arrive on a page already set up.

Following this step, a discount will be proposed and if the person chooses to take advantage of it, the discount will be automatically proposed on the next payment. At this stage, the message can be customized from the "Discount proposal" free edition window.

The discount coupon will not be proposed again if it has been used once in the last 7 months.

If the person really wants to unsubscribe, he/she will be taken to the last confirmation page of his/her cancellation. The content of this page is customized in the field named "**unsubscribe confirmation**".

Subscription management

If a subscriber has interrupted their subscription (cancelled subscription) and then decides to resume it, this automatically triggers a collection attempt. If the transaction is successful, the subscription becomes active again and a delivery note is generated with a programming date the day after the subscription is resumed.

If, on the other hand, a subscriber has chosen to take a break for 1, 2 or 3 months and then decides to lift the grace period (cancel the break), the next collection attempt is the next renewal date for the subscription in question (a transaction is scheduled on the next billing cycle).

Updated on: 24/01/2023