[Retention & lifecycle]() / [Use cases]() / [Subscriber control]() [How it works]() [What you get]() [Scope]() [Start a review]() [Retention & lifecycle]()[Subscribers]() # Let subscribers skip, delay and swap without canceling. A subscriber texts that they have enough, and the next shipment moves: the subscription itself changes, and the new date is confirmed. [Start with a retention review]() [How it works]() Still have half a bottle. Away until Dec 12. No problem. I’ve moved your Care Kit to Dec 16, a few days after you’re back. I’ll text you the day before it ships. Subscription updated · next shipment Dec 9 to Dec 16 What the subscriber sees. The answer is only sent once the record has changed. ## Sound familiar? - Subscribers stockpile bottles because skipping means finding the portal. - A text that says “I’m away” turns into a support ticket. - Someone who wanted a pause gets a discount offer, then a cancellation. An unwanted shipment becomes a return or a stockpile, and a cancel that should have been a skip loses a customer who liked the product. Fernway’s Care Kit subscribers, a month of change requests 1. ## 410 subscribers asked. By text, in their own words: skip this one, wait a week, swap the kit, stop. 2. ## 396 were understood. The 14 that weren’t clear went to your team with the thread attached. 3. ## 372 subscriptions changed. Skips, delays, swaps and cancels, made in the subscription itself after checking who asked. Card and address changes went to the portal. 4. ## 371 were told what changed. Each confirmation read the new record back: the product and the date. The one that failed is retrying. 5. ## Dana’s shipment moved, and she knew. The Care Kit went from Dec 9 to Dec 16, the old reminder was removed, and her confirmation shows the new date. Subscriber **410**Asked **396**Understood **372**Record changed **371**Confirmed Where it landed DK Dana K. Reached confirmed Moved to Dec 16 MT Marcus T. Reached confirmed Skipped one PS Priya S. Reached confirmed Swapped to the wax bar only EK Ellis K. Reached confirmed Canceled, as asked NA Noor A. Reached record changed Changed, confirmation retrying CB Cam B. Reached understood Card expired, sent to the portal JR Jo R. Reached asked Unclear, sent to the team KL Kai L. Reached confirmed Delayed a week Care Kit subscription · Dana K. Synced - Next shipment Dec 9**Dec 16** 9:41 - Old reminder Scheduled**Removed** 9:41 - Customer told Nothing sent**New date sent** 9:42 Changed in the subscription first, then confirmed [See the changed record]() ## What changes. ShowTodayWith the engine Changing an order Find the portal, log in, find the date Reply to the text, and it moves What happens next A reply that sits in an inbox The subscription record changes, then a confirmation shows it Canceling A discount offer in the way A clear cancel, always, with the reason noted Unclear replies Guessed at, or lost Sent to your team with the context ## How it works. 6 steps, 4 stages. - AI**1** - Rules and automation**3** - Your team**2** - Approval 1. 1 Hear 1. AI ### Understand the reply “Still have half a bottle, away until Dec 12” becomes a delay to Dec 16. Anything unclear stops here. - Klaviyo - Attentive 2. 2 Check 1. Rules and automation ### Check who asked, and what’s allowed Identity, an active subscription, the change requested, stock and the next ship date. - Recharge - Stay 2. Your team Approval ### Decide what a text may change Your team sets which changes happen by text, and which go to a person. 3. 3 Change 1. Rules and automation ### Change the subscription record The skip, delay or swap is made in the subscription itself, and the old reminder is dropped. - Recharge - Stay 4. 4 Confirm 1. Rules and automation ### Confirm with the new date A confirmation reads the changed record back, so what the customer sees is what will ship. - Klaviyo 2. Your team ### Handle what a text can’t A cancel request gets a clear route to cancel. Payment, address and unclear requests go to your team or the portal. Each exception shapes what a text can change ## What you get. Real work, every week. Care Kit subscription · Dana K. Synced - Next shipment Dec 9**Dec 16** 9:41 - Old reminder Scheduled**Removed** 9:41 - Customer told Nothing sent**New date sent** 9:42 Changed in the subscription first, then confirmed The record behind the conversation. A chat without this change isn’t a finished job. What a text can change Request By text Where it goes Skip a shipment Yes Done and confirmed Move the date Yes Done and confirmed Swap the product Yes Done and confirmed Cancel Starts the cancel A clear cancel, a person if needed Card or address No The portal, with a secure link The rules your team signs off: what a text may change, and where everything else goes. ## How you’ll know it’s working. 1. Changes completed by text Counted when the subscription record changed and the customer was told, not when the conversation ended. 2. Unwanted shipments Boxes sent to customers who’d asked to wait, which turn into refunds or stockpiles. 3. Subscribers still paying at 90 days Looked at after a fixed horizon, so a skip that keeps a subscriber shows up and one that only delays a cancel doesn’t. Baselines agreed before we build. ## Works with what you have. Commerce - Recharge - Stay - Shopify Email & SMS - Klaviyo - Attentive Support - Gorgias We configure first Recharge documents skips, date changes and swaps by text, and Stay’s Quick Actions do the same behind an authenticated link, subject to your plan and country. We switch on and tune what they offer first. We build when A text needs to change more than the tool allows, or the record, the reminder and the confirmation sit in different systems and drift apart. ## What a first build includes. Built in your accounts, around your team. Scope, fee and baseline agreed before we start. 1. 1 Design 2. 2 Build 3. 3 Run it, or hand it over [Start with a review]() [Scope this build]() ### We build - A text channel that understands skip, delay and swap requests - Rules for what a text may change, agreed with your team - Subscription changes made in Recharge or Stay, then confirmed - A change log, and a clear route for cancel requests ### We start from - Subscription platform access - Klaviyo and SMS setup - Past skip, delay and cancel requests ### From your team Owner Head of lifecycle or retention, with the CX lead Involves - Lifecycle - Customer service - Engineering ## Questions teams ask. Doesn’t Recharge already do this? Partly. Recharge documents date changes, skips, swaps and quantity changes by text, and Stay offers authenticated one-tap actions. We configure those first. What they don’t cover on their own is the layer around them: reading free-text replies, keeping reminders and confirmations in step, and routing cancels, cards and addresses. What happens when someone asks to cancel? It stays a cancel. We never turn a cancel request into a delay. The customer gets a clear route to cancel, and we can ask why. Rules like ROSCA and California’s automatic-renewal law expect a simple way to stop recurring charges, so we build to that, and your counsel confirms what applies to you. Do subscribers have to log in? No. The message is tied to their number or an authenticated link, and the change is read back to them. Anything that needs more checking, like a new card, goes to the portal. Who owns it once it’s running? You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your head of lifecycle or retention, with the CX lead. We can keep running it with you, or step back. How do we start? Usually with a retention review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly. ## Part of your retention engine. One of 12 use cases, in 6 parts. [See the whole retention engine]() 1. [Second orders **3**]() 2. [Subscribers **3**]() 3. [Contact that fits **1**]() 4. [Owners & loyalty **2**]() 5. [Lifecycle production **1**]() 6. [Proof & decisions **2**]() In subscribers - **Subscriber control**You’re here - [**Payment recovery**Recover failed subscription payments]() - [**Cancellation saves**Learn why subscribers cancel, and which saves last]() Works with - [**Replenishment timing**Time the reorder to when customers actually run out]() See it at work - [**In Fernway’s ninety days**Day 52: Dana was away, so the shipment moved]() - [**Also in**Customer service & support]() ## Let them skip instead of cancel. Start with a retention review. [Start with a retention review]() [**Talk it through first**15 minutes]() We reply within one business day. --- Source: [https://www.thekeating.co/use-cases/subscriber-control/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)