“We tried three things. Standard discount offers — 30% off if you stay. Pausing for 3 months because students don't want to pay over the summer. And trial extensions — if you're on a free trial and you go to cancel, we say 'do you just need more time?' and offer seven more days. That was the most successful by far. It really keeps people on autorenew.”

Trial extensions beat discounts for save-cancellations — 25% of cancellers retained

On the web cancellation flow Brett A/B tested a 30% discount, a 3-month pause for summer break, and a 7-day trial extension. The trial extension dominated the others and overall retained ~25% of would-be cancellers — preserving autorenew, which is much harder to recover once broken.