Memberium Keap Developer: How to Elegantly Manage Subscription Declines & Cancellations Part 3

In this part 3 of my series, I cover managing customer cancellations.  If you missed the previous part where I cover managing card declines, you can view it here.

In order to manage this like a Memberium Keap developer expert, you have to configure these parts of the solution:

1. Memberium My Account Page
2. Memberium->eCommerce settings
3. Keap triggering actions when the member cancels and when their subscription ends
4.  Keap automations for managing the process.

Memberium Keap Developer Advice - Part 3

Managing Member Cancellations - Can You Salvage Them As a Member?

Before I explain technically how to manage a cancellation, I want to mention that member cancellation is a time in the customer journey where you should intervene. You should make clear how a member can cancel their membership. At the same time, you want to take action to keep the member from leaving and, at a minimum, understand what led to them wanting to cancel.

It is possible they did not like or need your program, but in many cases it could be:

• The member is too busy and hasn't had time to use your content.
• They assumed your content contained information they needed and they didn't find it.
• The price is too much for them.

There are many reasons why members leave your program and you want to collect this information from member canceling so you can make changes and adjustments to your program to address them.

You want to find out why they are leaving and you also want to take steps to keep them from leaving. The solution I outline here gives members a straightforward way to request a cancellation. Notice they are requesting a cancellation. The cancellation will follow on the end date of their subscription, but you can potentially salvage them as a member by making them some other offer. If price or busyness is their issue, you can offer them a month or two of free access. You can temporarily suspend their membership for a time until they do have time. You can offer them an alternative from your collection of offerings that does address their issue. There are many options here. I want to point out that you should step in and make an effort to keep them on board.

Memberium My Account Page

Memberium provides a shortcode memb_list_subscription that allows you to display a members Keap subscriptions.  In my video, I explain how to configure the shortcode so that it provides an elegant "Are you sure?" message as part of the requesting to cancel. It gives members the options to confirm they really want to cancel in case they clicked the button accidentally.

The memb_list_subscription shortcode is built to loop through the member's subscriptions. In our case, we display all the subscriptions. We display:

• name of the subscription,
• their next bill date,
• the subscription status (it can be active or inactive),
• the subscription price and
• the cancellation button.

When a members successfully clicks the cancellation button, it triggers the Memberium E-Commerce cancellation action I explain next which begins the process.

Memberium E-Commerce Configuration and Keap Action Sets

If you visit the Memberium->E-Commerce settings section in your  website, you will see a Subscription tab. When you arrive there, you will find a list of all the available subscriptions in your Keap account. You have the option to trigger Keap when the member cancels and when the subscription ends. You can trigger something to happen in Keap using either an automation goal or action set. My preference is to use an action set. In my video, I go through the steps for using two action set that each set a tag that starts two sequences in my Keap automation. Those handle the entire process.

Keap Automation Sequences to Manage the Cancellation and End of Subscription

The sequence that gets trigger when a member requests to cancel is simple. It sets a tag so anyone visiting the Keap contact can see they member requested to cancel. I also apply a note so there is a permanent record of their requesting the cancellation. This can be very helpful when you are debugging a cancellation.

On the final day of the subscription, the second automation sequence gets triggered. It's job is to remove the members access. It removes the tag applied when the member requested to cancel and adds a second tag that the members cancellation request is complete. That makes it clear to anyone visiting the Keap contact record that the member cancellation request has been processed.  We then remove their access so they can no longer login with access to the membership they cancelled.

Watch the video so you get a complete explanation of the process.