Processing Cancels and Offers

When a customer lands on your Brightback page after hitting “Cancel” a few things might happen. Your customer might:

  • Feel an immediate sense of remorse and clicks“Nevermind” 😅
  • Accept an Offer and decides to stick around 🎉
  • Cancel 😭

So, what happens next? 

If your customer hits  Nevermind, simply use the save_return_url in the Brightback JS Snippet to redirect them back to their account. No other action needed!

Otherwise, there’s a few ways to process saves from Offers or when a customer Cancels ranging in degrees of technical know-how on your developer side or manual 💪from your support or success team. 

Use Alerts

Brightback Alerts can send a notification by email for certain events: Cancels, sent an email (using the email Offer type) or accepted an Offer (different from the email Offer type). This email alert can go to any email address or help desk system. This is the standard way to create a ticket from a Cancel or an Offer in your customer support system.
If you don’t have an automatic cancel process built in, or a way to programatically change the terms of a customer’s account like adding a discount or pausing, these alerts can send a notification to your support team to do so manually.
If you go this route, your cancel_return_url can let the customer know you got the request, and support or success will reach out to confirm. For Offers, create a custom Offer return URL, like  offer_1_url or  offer_2_url for the selected Offer, and pass us the code in the JS snippet.
Pro-tip: Adding bot@brightback.com as an agent in ZD will enable us to add commands to the email alert to update ticket properties directly

Using the Cancel Confirmation URL

The better option would be using Javascript to programatically make changes in the customer’s account when they hit the cancel_return_url. If you already programmatically cancel an account when your customer hits a specific landing page, you can just use that as your cancel_return_url and call it a day.
You can also get extra fancy and create a custom Cancel or Offer return URLs, like  offer_1_url or  offer_2_url  for the selected Offer or Cancel Reason. If you have multiple Offers, create a URL for every subscription change and add to the JS snippet. All you need from us is the account ID and the event that triggers it.
You’ll pass the cancel_return_url or custom offer url to us in the Brightback JS snippet normally, and implement JS to trigger once your customer lands on the defined page. It’s like creating a landing page with an action built into it! 
You would be responsible for creating the landing page for the cancel_return_url and  custom Offer  return  URL, as well as the JS that triggers the action with your billing system, and redirects the customer back to their account or confirmation page. 

Webhooks

You can also use webhooks to trigger an update in your billing system (if your billing system supports webhooks) for a Cancel or Accepted an Offer events. 

When an event like a cancel or save occurs in Brightback, the webhook collects the data like who it was and why they canceled, and sends it to the URL in the form of an HTTP request.

To use webhooks to trigger Cancel events or process Offers in your billing system, view our webhook documentation: Using Webhooks.
Note: Canceling accounts or accepting Offers this way is asynchronous, and we can't guarantee we'll retrieve the information and sent it back in time the customer checks their account.

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