---
title: "Anti-churn campaign: recover failed payments with marketing offers"
description: "Recover failed payments with an anti-churn campaign: a discount or free box, sent by email or SMS, with a landing page to update the card."
url: https://www.ciklik.academy/en/retention/campagne-anti-churn-rattraper-vos-impayes-via-des-offres-marketing/
lang: en
lastUpdated: 2026-10-09
---

# Anti-churn campaign: recover failed payments with marketing offers

> Box store
>
> This page applies to box stores hosted by Ciklik. Using the PrestaShop module? [See the PrestaShop documentation](https://www.ciklik.academy/en/prestashop/).

## Watch the Video

[Video](https://player.vimeo.com/video/483023383)

## What is an Anti-Churn Campaign?

An **anti-churn campaign** allows you to send a notification by email or SMS to all subscribers whose order has been closed following multiple payment failures.

The objective is to increase your customers’ subscription duration through a **promotional offer** (free box or discount coupon for example) to invite them to **update their payment method** and **accept the offer**.

Payment failures are inevitable. However, you have the option to recover them by inviting the subscriber to update their credit card. To encourage them to update it, offer them a special deal.

The subscriber is notified of this offer by email or SMS.

## Setting Up My Anti-Churn Campaign

Your anti-churn campaign is created and modified from **Marketing > Retention > Anti-Churn Offers**. Check **Active** for it to be sent. Creating this campaign will allow you to **customize** the page where subscribers who want to update their payment method and benefit from the offer will land.

This landing page is composed of 3 parts:

- a title
- the credit card addition area
- a customizable area where you can add text, images, … (with the visual editor)

It is possible to set up different **promotional offers**:

- offer a **discount**: enter in the **Coupon** field the code of a coupon created beforehand. This coupon will be attached to the generated order if the subscriber accepts the offer.

and/or

- offer a **free box** by completing the **Number of Boxes** field (3 maximum) to delay the payment for the subscriber who will use this promotion.

Choose the offer in the **Offer Type** field: **Discount**, **Free box** or **Discount + free box**.

Make sure to indicate how long your offer is valid (**Offer Valid (x) Days**, 20 maximum) and to set the number of days from the creation of the failed order after which you want to **send the notification** (**Send After (x) Days**, 28 maximum).

The **Expired Cards** box reserves the offer for subscribers whose credit card has expired.

The **Plan** field allows you to customize the type of follow-up based on the plans in your subscription offer. If this field is not filled in, the same follow-up offer will apply to all subscribers, regardless of the plan they have subscribed to.

## Defining the Content of My Anti-Churn Campaign

You have a free editing field to customize your anti-churn campaign page. This field will be visible below the area where the subscriber can update their credit card.

Your notification can be sent by SMS or email (**Send Mode** field).

- In the case of an email, you will find in the body text a link with the unique variable for each subscriber.

> Caution
>
> If you modify the email template content, make sure to keep the link with the unique variable.

- In the case of sending by SMS, there is a tool in the Ciklik application to shorten the URL that will be sent to your subscribers.

> Note
>
> Make sure to configure your Vonage account (see [Reactivate expired subscriptions](https://www.ciklik.academy/en/retention/relancer-les-abonnements-expires/)) and add credits to it.

## Tracking My Anti-Churn Campaign

Every day on which subscribers are targeted, a report in the form of an Excel file is sent by email to the site’s administrators to list them.

## See also

[Marketing actions to reduce churn](https://www.ciklik.academy/en/retention/actions-marketing-pour-limiter-le-churn/)

[Payment retry: Rebill](https://www.ciklik.academy/en/paiements/tentatives-de-prelevements-rebill/)

[Reactivate expired subscriptions](https://www.ciklik.academy/en/retention/relancer-les-abonnements-expires/)

[Create a discount coupon](https://www.ciklik.academy/en/acquisition/creer-un-coupon-de-reduction/)