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How to prevent cancellations by giving customers the ability to skip installment(s) rather than cancel
How to prevent cancellations by giving customers the ability to skip installment(s) rather than cancel

Reduce churn & increase LTV by giving your customers the option to skip installment(s) instead of canceling their subscription plans.

Larry Brager avatar
Written by Larry Brager
Updated over a week ago

If you allow customers to skip installment(s) they will remain subscribed to their plan in PayWhirl, and their invoice processing date will only be adjusted to process in the future at whatever interval frequency the plan is currently set to use (daily, weekly, bi-monthly, monthly, etc.).

By default the skip installment feature is DISABLED on new PayWhirl accounts, but it can be enabled by going to...

Account Settings > Advanced Settings 

Once you enable this setting, you will see a new option appear below it. This additional setting allows you to limit the total number of times a customer can skip an installment before the system prevents them from skipping any more installments. 

By default, when enabled, a customer can skip as many installments as they'd like, but you can limit the number using the "Skip Installment Limit" setting...

If you want to give the customer complete control, you can delete the value to set to the default to no limit.

Once you have this feature enabled, your customers can log in to their customer portal to manage their subscription. They will now have the option to skip an installment instead of canceling.

Once the customer confirms they want to skip the installment, they will see a portal notification letting them know the change was processed, and the dates for their next invoice were adjusted. 

Customers can also skip an upcoming invoice by viewing it directly from the payment calendar or billing history section of the customer portal. 

If needed, you can also customize the related text from the translation page in your PayWhirl account.

NOTE: If customers are on an installment plan with a fixed number of payments, skipping an installment doesn't reduce the total number of payments remaining. It only reschedules the upcoming invoices. For example, if a customer had five installments left before they 'skipped,' they would still have five installments left after they 'skip.'

If customers change their mind after skipping an installment, you can also make changes to their billing cycle to adjust their billing date, change the number of installments remaining, etc. if needed.


You can add a snippet of CSS to your customer portal settings to hide the skip buttons for specific plans if you wish.

#skip-installment-PAYWHIRL_PLAN_ID_HERE {display: none;}

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Please let us know if you have any questions. 

The PayWhirl Team 

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