Recharge Pause Flow SOP

Why this SOP matters

Brands that add a working pause flow typically reduce cancellations by 15 to 30 percent. Brands that force customers to cancel to skip a shipment lose them forever. This is one configuration change with outsized impact.

Step-by-step SOP

1. 1

   Audit the current cancellation flow

   Log into Recharge as a test customer. Try to cancel. Note every step, every option offered. This is your baseline.

2. 2

   Define pause duration options

   Offer 1 month, 2 months, 3 months. Some brands offer 6 weeks for consumables. Match cadence to product use rate.

3. 3

   Configure pause reasons

   Going on vacation, too much product, financial reasons, taking a break. Each reason can trigger different follow-up logic.

4. 4

   Set up skip-shipment as alternative

   Some customers want to skip one delivery, not pause indefinitely. Offer skip alongside pause.

5. 5

   Add discount offer on cancel intent

   If a customer still cancels after pause is offered, present 20 percent off next shipment. Tracked separately.

6. 6

   Configure pause email confirmation

   Customer needs confirmation when paused. Include resume date and how to extend.

7. 7

   Set auto-resume notification

   Email 5 days before pause ends. This is the moment they decide to resume or cancel. Make the email good.

8. 8

   Track pause vs cancel ratio monthly

   Target: 40 percent of cancel attempts convert to pause. Below 20 percent means your flow needs work.

Common mistakes to avoid

• ×Only offering one pause duration (one month) instead of multiple options
• ×Not sending a pause confirmation email (customers think it didn't work)
• ×Missing the auto-resume reminder, so customers forget and get surprised by a charge
• ×Hiding the pause option behind multiple clicks while making cancel one click
• ×Not differentiating pause reasons (you can't fix problems you don't measure)

FAQ

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