Frequently asked questions
- What does AcornRetain do?
- It adds a cancellation flow to your subscription product. When a customer clicks cancel, AcornRetain asks why they're leaving and makes one retention offer (a discount, a pause, a plan change, or a trial extension), then applies the outcome to their subscription.
- Does it work with Stripe?
- Yes. AcornRetain connects to your Stripe account and applies accepted offers and cancellations directly to the customer's Stripe subscription.
- How are offers applied?
- You configure the offers using your existing Stripe objects: coupons, prices, and plans. When a subscriber accepts, AcornRetain applies that offer to their subscription for you. It never creates new billing objects on its own.
- Can customers farm discounts?
- No. Eligibility rules and cooldowns are enforced on our servers. A subscriber can't repeatedly start a cancellation to collect the same offer again.
- How is subscriber data handled?
- For your subscribers, we act as a processor: we handle their billing identifier, survey answers, and the offer outcome only to provide the service to you. See our Privacy Policy and Security pages for details.
- What does it cost?
- There's a free tier with 10 live cancel-flow sessions a month (unlimited in Test mode), and Pro at a flat $49/month for unlimited live sessions. Both plans include unlimited apps on one bill, with no MRR tiers and no cut of saved revenue. See the Pricing page.
- What is churn in SaaS?
- Churn is the rate at which subscribers cancel over a given period. Customer churn counts the percentage of subscribers who leave; revenue churn (or MRR churn) counts the percentage of recurring revenue that leaves with them, which matters separately because your highest-paying accounts don't cancel at the same rate as your cheapest ones. Both are usually measured monthly or annually — a rate on its own is meaningless without saying which.
- What does a 20% churn rate mean?
- It depends entirely on the period. A 20% monthly churn rate is severe — it implies losing a fifth of your subscriber base every month, which very few subscription businesses survive for long. A 20% annual churn rate is unremarkable for many consumer and small-business SaaS products. Always check whether a churn figure, yours or a benchmark you're comparing it to, is monthly or annual before drawing a conclusion from it.
For the longer version, the guide to reducing churn covers the tactics behind these answers. Still have a question? Contact us.