Docs/Merchants/Memberships & Tiers
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 them 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 stack more offers.
When members see an offer
When a member attempts to cancel, they first see a "Thinking of leaving?" screen that lists the perks they would lose. Next come your retention offers — their last chance to reconsider before the final confirmation step. If a member accepts an offer, they see your Accepted Message and the offer is applied to their membership.
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 Move Up and Move Down buttons to reorder the list, and Remove This Offer to delete it. Click Save after any change.