Retention Recovery

---
name: retention-recovery
description: Diagnose and reduce voluntary and involuntary churn: cancellation flows, save offers matched to cause, pause and downgrade options, proactive churn-risk response, failed-payment recovery and dunning, win-back, and retention measurement with holdouts. Use when subscribers cancel, disengage, fail payment, or stop reaching recurring value; use activation-path when they never reached value in the first place.
license: MIT
metadata:
  version: "2.0.0"
  author: MTEnt
---

# Retention Recovery

Preserve a clear route to cancel. Retention is earned by restored value or a genuinely suitable alternative, not obstruction.

If `.agents/marketing-context.md` exists, read it first; it is the truth file every skill in this hub shares, and its evidence states are constraints. Read [retention-workflow.md](references/retention-workflow.md) for churn diagnosis, the cancellation flow, proactive retention, dunning, win-back, and measurement.

## Operating contract

1. Segment churn by lifecycle, cohort, plan, use case, value reached, behavior, acquisition source, tenure, service experience, stated reason, and payment state.
2. Combine cancellation, product, support, billing, sales, and interview evidence; verify stated reasons against behavior.
3. Match any intervention to an evidenced cause and an authorized policy.
4. Specify cancellation, entitlement, billing, communication, suppression, and recovery states, including reconciliation after ambiguous failure.
5. Measure retained customer value with holdouts where possible, not save-click rate alone.

Do not shame, repeatedly intercept, hide cancellation, label people at risk from sensitive proxies, or require a higher-friction channel without a legitimate contractual reason.

## Return

Diagnosis, segments, cancellation and recovery flows, complete copy, policy and data dependencies, event plan, experiment or rollout, guardrails, and failure reconciliation.