Retention offers

When a paid member starts to cancel, a retention offer gives them a reason to stay — a discount on upcoming renewals or extra free days on their membership. You can set up several offers, target each one at specific members, and Toki presents the one that matches a member during the cancellation flow.

Turn on retention offers

Open Loyalty in the left navigation.
In the VIP Tiers section, click your paid membership.
Select the Retention Offers tab.
Turn on the Retention Offers switch. Your first offer card appears automatically, pre-set as a 10% discount for one billing cycle.
Fill in the offer details, then click Save.

Click Add Retention Offer to add more offers.

When members see an offer

When a member attempts to cancel from their wallet, they first see a "Thinking of leaving?" screen that lists the perks they would lose. Next, Toki shows a single offer whose conditions the member matches, with Accept Offer and, after a moment, No, thanks. If the member accepts, they see your Accepted Message and the offer is applied right away: a discount lowers their upcoming renewals for the number of billing cycles you set, and free days push their next payment date out by that many days. Each member can accept a given offer once.

Offer settings

Each offer card has these fields:

Field	What it does
Offer Name	The name of the offer displayed to the customer. Required.
Offer Description	Additional details about the offer.
Accepted Message	Message shown to the customer after they accept the offer.
Offer Type	Choose Discount or Free Days. Required.

Discount offers

A discount lowers the price of the member's upcoming renewals.

Field	What it does
Discount Type	Percentage (%) or Fixed Amount.
Discount Amount	The percentage (for example, 10 for 10%) or the fixed amount off.
Billing Cycles	Number of billing cycles the discount applies to. 1 by default.

Shopify processes payments of $0.50 or more. If a discount would bring a plan's renewal below $0.50, the page shows a Payment Warning so you can adjust the amount before saving — keep every discounted renewal at $0.50 or above.

Free days offers

Instead of a discount, give the member time. Set Free Days — the number of free days to extend the membership.

Target an offer with conditions

By default, an offer is available for all members. To narrow who sees it, click Add Condition under Conditions and pick a Condition Type:

Condition type	Who the offer targets
Frequency	Members on the billing frequencies you select: Monthly, Quarterly, Annually, or Lifetime.
Segment	Members in the customer segments you select.

Click OR to add another condition — the offer is available when a member matches any one of them. Use the trash icon to delete a condition.

Manage multiple offers

When you have more than one offer, each card shows a Remove This Offer button to delete it. Click Save after any change.