TL;DR
Cancellation Insights now lets you offer customers a discount at the moment they try to cancel — automatically applying a Stripe coupon if they accept. This guide walks you through setting up an offer from scratch, including the Stripe app requirements, configuring your discount, and testing it in the widget.
You'll need a Stripe account connected in Baremetrics and the latest version of the Baremetrics Stripe app installed before you can use this feature.
Keep more customers at the moment they're about to leave. Retention Offers let you present a targeted discount inside your cancellation flow — so when a customer selects a reason and is about to walk out the door, you have one last chance to change their mind with a personalized offer. When a customer accepts, the discount is automatically applied to their Stripe subscription. No manual work, no follow-up needed.
Before you start (don't skip this!)
Stripe app — install or update
The Baremetrics Stripe app controls what permissions Baremetrics has inside your Stripe account. The latest version adds coupon creation and subscription update permissions, both of which are required for discount offers to work.
If you haven't installed the app yet:
Install it from the Stripe Marketplace - https://marketplace.stripe.com/apps/baremetrics
If you already have it installed:
Make sure you're on the latest version and that you've accepted the updated permissions - https://dashboard.stripe.com/settings/apps/com.baremetrics.baremetrics
If you skip this step, you'll see an error when trying to save a discount — that's the most common reason the save fails.
Configuring an offer
Once the Stripe app is up to date, navigate to Cancellations → Configure → Offers in the left sidebar, or go directly to: https://app.baremetrics.com/cancellations/configure/offers
Step 1 — Select a connection and cancellation reason
Offers are tied to a specific Stripe connection and a specific cancellation reason. Use the dropdowns at the top of the page to select both.
Make sure the connection you select matches the Stripe account you want discount offers to apply to. Once both are selected, the rest of the configuration fields will appear.
Step 2 — Choose an offer type
The offer type controls what happens when a customer accepts the offer in the widget.
Right now, Discount is the only available option. Additional types (subscription pauses, trial extensions, etc.) will be added in the future.
Step 3 — Configure the discount
Under the Discount section, click + Create new discount to set up a new coupon. This will reveal additional fields to configure the coupon — the percentage or amount off, the duration, and a name.
A few things worth knowing:
Clicking Save Discount will create a real coupon in your Stripe account, so give it a clear, sensible name you'll recognize later.
Before saving your offer, it's worth popping into your Stripe dashboard to confirm the coupon was created with the settings you intended.
If saving the discount returns an error, double-check that you're on the latest version of the Baremetrics Stripe app and that the new permissions have been accepted.
Discount disclaimers:
Discounts can't be deleted right now — we use them to power live-stream and customer timeline events. We'll add an archival option in the future, but for now any discount you create will remain visible in the dropdown permanently.
If a discount is in use, do not delete the corresponding coupon in Stripe. If the coupon is deleted, the automatic offer application will fail when customers accept.
Step 4 — Set the headline and message
The headline and message are what customers see when the offer appears in the widget. The widget preview on the right side of the page updates live as you type, so feel free to experiment.
The defaults work fine if you'd rather not customize — this step is optional.
Step 5 — "Show offer even if customer has accepted before" toggle
This controls whether a customer can be shown the same offer again if they've already accepted it in a previous cancellation attempt.
Note: offers that have been declined are never shown again, regardless of this setting.
Step 6 — Save the offer
Once everything looks good, click Save Offer. The offer is now active and will appear in the cancellation widget when a customer selects the matching reason.
What customers see
When a customer selects the matching cancellation reason in the widget, the offer appears like this:
Customers can:
Accept the offer & stay subscribed — the Stripe coupon is automatically applied to their subscription, and the cancellation does not proceed.
No thanks, continue cancelling — the cancellation proceeds as normal. This offer will not be shown to them again.
Never mind, I don't want to cancel — closes the widget without cancelling or applying any offer.
Testing the offer
Want to check how it looks before it goes live? Use a test customer in the widget. Just make sure you click Nevermind instead of accepting — otherwise, a real offer acceptance and cancellation event will be recorded in Baremetrics.
Removing an offer
To remove an offer, go back to the configuration page, select the same connection and reason, and click Archive offer. The offer will no longer appear in the widget.
FAQ
Why am I getting an error when I try to save the discount?
Almost always, this means the Baremetrics Stripe app isn't on the latest version, or the updated permissions haven't been accepted. Visit https://dashboard.stripe.com/settings/apps/com.baremetrics.baremetrics and check.
Can I reuse an existing Stripe coupon?
Not currently — discounts must be created through the offer configuration page. Selecting an existing coupon from Stripe is on the roadmap.
Can I delete a discount I created by mistake?
Not right now. Discounts are used to power customer timeline events so deletion isn't supported yet. Archival support is coming in a future update.
What happens if I delete the coupon in Stripe?
If a coupon that's actively used in an offer is deleted from Stripe, the automatic application will fail when a customer accepts the offer. Keep the coupon in Stripe as long as the offer is active.
Can I have multiple offers for the same connection?
Yes — offers are scoped per connection and per cancellation reason, so you can have a different offer for each reason.
What happens when a customer declines an offer?
Declined offers are never shown to that customer again, regardless of the "show even if accepted before" toggle.
Need help?
If you run into issues or have suggestions, reach out via the chat widget in Baremetrics or email support@baremetrics.com — we're happy to help.