Scope
What are the core billing features of Chargebee Retention?
What are the benefits of Chargebee Retention?
What is Enrichment in Chargebee Retention?
How to manage Offers in Retention?
Summary
Chargebee Retention's native integration with Chargebee Billing makes it easy for you to retain customers and revenue by reducing voluntary churn.
Chargebee Retention core Billing features:
- Enrichment
- Manage offers
- Manage cancels
- Routing Traffic to Chargebee Retention
- Save Validation + Attribution
- Repurchase Revenue Impact
Solution
I. Enrichment
By default, we enable 'Enrichment' as this is required for you to use Manage Offers and Manage Cancels effectively. The rest can be toggled on based on your desired settings, but we typically recommend enabling all five core billing features.
Syncing and mapping Chargebee fields into Chargebee Retention
You can map as many fields as per your business requirements. Mapped fields can be used to personalize the cancel page, target the cancel experience/offers, and in reporting via the customer's page.
Example Chargebee payload
"integration_type" : "BILLING",
"data_type" : "CHARGEBEE",
"display_name" : "Chargebee",
"objects" : [ {
"requires_external_id" : false,
"fields" : [ {
"name" : "subscription.id",
"label" : "Subscription Id",
"type" : "text",
"maps_to_type" : [ "text" ]
}, {
"name" : "subscription.created_at",
"label" : "Subscription Create Date",
"type" : "date",
"maps_to_type" : [ "date" ]
}, {
"name" : "subscription.activated_at",
"label" : "Subscription Activation Date",
"type" : "date",
"maps_to_type" : [ "date" ]
}, {
"name" : "subscription.billing_period",
"label" : "Billing Period",
"type" : "integer",
"maps_to_type" : [ "integer" ]
}, {
"name" : "subscription.billing_period_unit",
"label" : "Billing Period Unit",
"type" : "text",
"maps_to_type" : [ "text" ]
}, {
"name" : "subscription.started_at",
"label" : "Subscription Start Date",
"type" : "date",
"maps_to_type" : [ "date" ]
}, {
"name" : "subscription.mrr",
"label" : "Subscription MRR",
"type" : "decimal",
"maps_to_type" : [ "decimal" ]
}, {
"name" : "subscription.customer.id",
"label" : "Customer Id",
"type" : "text",
"maps_to_type" : [ "text" ]
}, {
"name" : "subscription.customer.first_name",
"label" : "Customer First Name",
"type" : "text",
"maps_to_type" : [ "text" ]
}, {
"name" : "subscription.customer.last_name",
"label" : "Customer Last Name",
"type" : "text",
"maps_to_type" : [ "text" ]
}, {
"name" : "subscription.customer.company_name",
"label" : "Customer Company Name",
"type" : "text",
"maps_to_type" : [ "text" ]
}, {
"name" : "subscription.customer.email",
"label" : "Customer Email",
"type" : "text",
"maps_to_type" : [ "text" ]
}, {
"name" : "subscription.customer.created_at",
"label" : "Customer Create Date",
"type" : "date",
"maps_to_type" : [ "date" ]
}, {
"name" : "subscription.plan_id",
"label" : "Plan Id",
"type" : "text",
"maps_to_type" : [ "text" ]
}, {
"name" : "subscription.plan_amount",
"label" : "Plan Amount",
"type" : "decimal",
"maps_to_type" : [ "decimal" ]
}, {
"name" : "subscription.plan_quantity",
"label" : "Plan Quantity",
"type" : "text",
"maps_to_type" : [ "text" ]
}, {
"name" : "subscription.plan_unit_price",
"label" : "Plan Unit Price",
"type" : "integer",
"maps_to_type" : [ "integer" ]
} ]
} ]
}<br>Note: To add an additional field/custom field, reach out to us at retention-support@chargebee.comII. Manage Offers
- Processing Offers in Chargebee Billing
We support the ability for you to map Discounts, Pauses, Extensions, and Plan Changes directly to Chargebee subscriptions. When the user selects one of these Offers in the cancel flow, we will apply it directly to the corresponding subscription in Chargebee. To get started with Offer Management, go ahead and enable this toggle on the Settings page.
Next, create a 'Discount' type offer in Chargebee Retention, where you will finalize the offer content, button copy, and define where the offer appears on your Chargebee Retention page (Placement).
Finally, you will use the 'Billing' sidebar to browse and select the billing coupon created above in Chargebee, which is applied to your customers' subscriptions when they accept this offer.
- Pause a Chargebee subscription: To automatically pause a Chargebee subscription, you need to first create a new pause offer in Chargebee Retention and offer type. However, when configuring billing, you will now have the option to define a pause duration, based on the pause Duration and Interval. An example here might be to test a 2-month pause of your product/service, targeting customers who do not intend to use it for a period of time (e.g. customers are going on vacation or the project has been delayed).
- Change a Chargebee Plan: To automatically change a Chargebee subscription, create a new 'Plan Change' offer in Chargebee Retention. When configuring billing, simply select a plan from the available list in the dropdown, which will be automatically updated upon the offer user accepts.
- Extend a Chargebee Plan: To automatically extend a Chargebee subscription, create a new 'Extension' offer type in Chargebee Retention. When configuring billing, simply select the Duration and the Interval from the available list in the extension dropdown. An example here might be to offer an extended trial of your product/service, such that your customer still retains full use and control over their account.
III. Manage cancels
Processing Cancels in Chargebee
When a user completes a subscription cancellation on the Chargebee Retention page, we will update Chargebee to mark the subscription as canceled. This process works as follows:
- Cancel the matching Chargebee Subscription ID via the Chargebee integration: When a customer submits a valid cancellation request via your Chargebee Retention page, Chargebee Retention cancels the matching Chargebee subscription ID. Confirm by navigating to customers, subscriptions in Chargebee, and confirming that the customers' subscription is pending cancellation.
You can choose how to apply the cancel in Chargebee under the Setup tab for the integration.
Select the options that match how you currently handle cancellations in Chargebee and hit Save & close.
IV. Routing Traffic to Chargebee Retention
Route Canceling Subscribers to Chargebee Retention Page
Chargebee Retention provides you with three primary methods to route canceling subscribers to a Chargebee Retention Experience with Chargebee Billing:
- Customer Portal
- Retention API
- Chargebee Retention.JS Snippet
Customer Portal
If you are using the customer portal to manage your subscription cancellation flow, you can now deploy Chargebee Retention without writing any code.
For more detail on how to set this up, refer to this link. Right now this feature has to be enabled on a per-customer basis, so if you are using the customer portal and would like to integrate with Chargebee Retention, please reach out to us at retention-support@chargebee.com and we will assist you with setting this up.
Retention API
You can now integrate Chargebee Retention and Chargebee using the Retention API that is native to Chargebee's existing Billing APIs.
For more detail on how to set this up, refer to this link. You will get the Retention API instructions in your Configure Chargebee settings if you complete the Chargebee Signup flow.
Chargebee Retention.JS Code Snippet
If you are not using the Chargebee self-serve portal and would rather use a JS snippet than an API, you have the option to use the Chargebee Retention.JS Code Snippet to deploy the Chargebee Retention cancel button to your account management page. Below is an example of the minimum properties you would need to send in order to create unique cancel sessions.
<a id="bb-cancel" href="/fallback">Cancel</a>
<script type="text/javascript" src="https://app.brightback.com/js/current/brightback.js"></script>
<script type="text/javascript">
if (window.Brightback) {
window.Brightback.handleData({
app_id: 'APP_ID',
email: 'jdoe@example.com',
account: {
internal_id: '1234AZ55'
}
});
}
</script><br>You will also need to ensure you pass the Chargebee subscription ID for that subscription via the Chargebee Retention JS. This ChargeBee Subscription ID is captured dynamically from the Chargebee Retention.js code snippet (or from your Salesforce CRM account) when the user first initiates a session by clicking to cancel and it is required for us to be able to process cancels and offers in your experience. If you haven't already, review the documentation on how to install the Chargebee Retention javascript snippet.
V. Save Validation + Attribution
The Time-Based Attribution feature enables Chargebee Retention to cross-check your billing system to validate any Chargebee Retention Saved or Watch List customers haven't canceled or let their accounts lapse in other ways beyond Chargebee Retention, and calculate the dollar amount in revenue saved (or lost) per customer that hits your Chargebee Retention Page.
VI. Repurchase Revenue Impact
The Repurchase Revenue Impact Reporting feature adds Repurchase Metrics such as First Time Repurchase Revenue, Total Repurchase Orders, Average Repurchase Orders, Cumulative Repurchase Revenue, and Winback Metrics such as First Winback Rate, Total Winback Orders, Average Winback Orders, and Cumulative Winback Revenue. This allows you to quantify the financial impact of your retention efforts further so that you can understand how Deflects and Cancels are converting into downstream orders.
Processing customized Cancels and Saves in Chargebee
If your Chargebee account is not configured properly, or you don't use Chargebee to manage subscriptions, you may alternatively automatically cancel or modify your subscriptions using Chargebee Retention's webhooks or pass-through URLs (which requires some engineering to set up), as follows:
- Chargebee Retention Webhooks- When a customer cancels or accepts an offer (e.g. 1 free month, pause, etc.), then Chargebee Retention's Webhook event URL triggers an action in Chargebee Billing.
Note: You would need to have already set up a Coupon in Chargebee, then the Chargebee Retention webhook will apply the coupon to the actual customer- Pass Thru URLs- When a customer cancels or accepts an offer (e.g. 1 free month) then Chargebee Retention calls a URL, that can trigger an in-billing action (e.g. https://netflix.com/free-month?customer_id=12345&interval=1).
Note: Reach out to us at retention-support@chargebee.com or contact your Account Manager for Chargebee Retention Sandox integration Related Articles
How to setup Chargebee Retention for the Chargebee customer portal?
How to setup Chargebee Billing with Chargebee Retention for Live site?