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Frequently asked questions

This page addresses frequently asked customer questions, grouped by category.

Cancellation flow basics​

What happens when a customer clicks cancel?​

When a customer clicks cancel in your application or customer portal, a new ProsperStack session is opened for that subscription. If you have multiple flows, flow routes decide which flow the customer enters. ProsperStack then walks the customer through the flow steps in order, evaluating step conditions and rules as it goes.

What is a session?​

A session is one customer’s journey through a flow. Sessions record which steps were shown, which answers were given and which offers were presented and accepted.

Can a customer go back to a previous step?​

No. Steps move forward only. A customer who closes the flow and starts again begins a new session.

What decides whether the subscription is actually canceled?​

The On cancel setting in your flow settings. ProsperStack can cancel the subscription in your connected subscription platform, change the plan or do nothing, leaving the change to your application.

Flow steps​

What step types are available?​

Step types include: acknowledgements, questions, deflections, offers, confirmation and instant cancel.

Does the order of steps matter?​

Yes. Steps are shown left to right in the flow editor and are presented to the customer in that order, skipping any whose conditions aren’t met.

Order is also important because actions taken in earlier steps can impact later steps. For example, answers to questions in previous steps can be used in step conditions and offer rules.

How do I show a step to only some customers?​

That depends on the step type.

For offers, deflections and confirmations, rules determine which offer, deflection or confirmation to show.

For other step types, use step conditions to limit visibility by customer segments, answers and inline conditions.

How are step conditions evaluated?​

A step with no conditions is always shown. When conditions are set, the step is displayed if any segment or condition matches, and any selected answer matches for each configured question.

What’s the difference between a segment and an inline condition?​

An inline condition is defined on the step or rule where you use it. A segment is saved, named and reusable across step conditions, offer rules, deflection rules, flow routes and filters.

Use an inline condition when the logic won’t need to be reused. Create a segment when you’ll reference the same audience more than once, or when you want to filter reports by it.

Rules​

What is a rule?​

A rule decides which offer or deflection to present. Each rule has a condition part (segments, segment groups or inline conditions), an answer part and the offers or deflections to present.

How does a customer match a rule?​

The customer matches when they belong to any selected segment, segment group or inline condition and give any selected answer for each configured question. Choose Any in either picker when that part of the rule shouldn’t restrict matching.

How are rules evaluated?​

Top to bottom. When a customer matches a rule, evaluation stops and no further rules are considered. Place more specific rules above broader ones.

What if a customer matches a rule that has no offer?​

No offer is presented and evaluation stops. This is intentional: it allows you to exclude a group from receiving offers at all. It’s also a common cause of “my offer isn’t showing,” so check whether an earlier rule is matching first.

What happens when a rule has more than one offer?​

One is chosen at random.

Can I adjust the split?​

Yes, using weighted rule groups. When a rule matches, one group is chosen according to the defined weights.

Can I show several offers at once?​

Use an offer group to present up to three offers together.

Segments and segment groups​

What can a segment be based on?​

Subscription and subscriber data from your connected platform (e.g. MRR, billing interval, subscription duration, plan) along with data from your CRM or CDP and custom properties.

Where can segments be used?​

Segments can be used throughout the system, including offer and deflection rules, step conditions, confirmation rules, flow routes and as filters in Insights reports.

What is a segment group?​

A segment group combines existing segments into more complex logic. The group is built from three conditions (belongs to any of, belongs to all of, and belongs to none of). A customer must match every condition you specify.

Should I segment on plan IDs?​

Prefer properties that describe the subscription, such as MRR, billing interval or plan family, over lists of individual plan or rate IDs. Rules built on individual IDs have to be revisited every time pricing changes.

Offer eligibility​

Why isn’t my offer being presented?​

The most common reasons an offer isn’t presented are:

  • An earlier rule matched first and evaluation stopped
  • The customer isn’t in the rule’s segment or didn’t give the required answer
  • The offer has an offer-specific condition that isn’t met
  • The customer previously accepted an offer
  • The flow embed is passing the skipOffers option

What are offer-specific conditions?​

Requirements that come from the offer type itself. A trial extension requires a trial. A pause requires a subscription that isn’t already paused and isn’t a trial. A coupon requires no active coupon by default.

Offers that fail these conditions are removed from consideration. If no offers remain in the matching rule, no offer is presented and evaluation stops.

In an offer group, if any offer in the group fails its conditions, the whole group is suppressed.

Why do repeat customers see nothing?​

By default, a subscriber who has already accepted an offer through ProsperStack won’t be presented another. Enable the override setting on an offer to make it available regardless of previous acceptance.

Does that also apply to deflections?​

No. Deflection steps are shown regardless of whether the customer has accepted an offer in the past.

Can an offer replace a discount the customer already has?​

Enable Replace other coupons on the coupon offer to allow it to replace an existing coupon.

This is separate from the offer override setting mentioned above, which applies to offers accepted in ProsperStack, not all coupons associated with a subscription.

Testing and publishing​

What’s the difference between preview and test mode?​

Preview renders the flow inside ProsperStack so you can check conditional steps and offer rules. You can toggle segments and set custom property values for the preview session.

Test mode is a separate account connected to your platform’s test environment, where you can run real (test) sessions end to end.

Do my changes go live as I make them?​

No. Editing a flow creates a draft. Your live flow is unaffected until you publish.

Can I tell later which change caused a shift in results?​

Add a note when publishing. It appears as an annotation on Insights charts so you can compare before and after.

I published my flow. Why isn’t it appearing on my site?​

Publishing controls which version of the flow ProsperStack serves. It doesn’t place the flow on your site. Check the implementation details for your subscription platform.

Do I have to rebuild my test mode flow in production?​

Yes. Test mode and production are separate accounts with separate data. Flows, offers and segments built in test mode need to be recreated in production before launch.