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 Direct Billing Integration w/ Stripe, Recurly or Chargebee

Our Stripe, Recurly and Chargebee Billing integrations now let you process cancels and offers directly in your billing system without any engineering effort. To enable these features you will need to head over to the billing settings within your app and configure cancels and/or offer management.  

Use Alerts

Brightback Alerts can send a notification by email, slack or webhook 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 programmatically 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_confirmation_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, or create dynamic URLs using query parameters.
Pro-tip: Adding bot@prod.brightback.com as an agent in Zendesk will enable us to add commands to the email alert to update ticket properties directly

Using Dynamic URL's

The better option would be using a dynamic URL  to programmatically make changes in the customer’s account when they hit the  cancel_confirmation _url. If you already programmatically cancel an account when your customer hits a specific landing page, you can just use that as your  cancel_confirmation _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. If you have multiple Offers you can set up one endpoint for the customer to land on and attach query parameters to trigger follow-up workflow actions. 
To dig a little deeper into how this would be engineered in Brightback check out the following two articles. 

You can also use webhooks to trigger an update in your billing system by targeting notifications to an endpoint that you provide in the Brightback alerts settings.

When an event like a cancel or a save occurs in Brightback, the webhook payload will include their profile information from your precancel request and the action they took on the page. The webhook sends it to your target URL in the form of an HTTP POST request with a unique authentication signature.

To use webhooks to trigger Cancel events or process Offers in your billing system, view our webhook documentation: Using Webhooks.
Note: Our webhook system is asynchronous.   A confirmation page is recommended for your user.  Brightback can help you set up confirmation modals and pages in Brightback if you choose not to enable one on your site. 

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