The schedule of the Retain emails is going to depend on some algorithmic work that we do behind the scenes.

In general, here's the cadence of the emails:

Payment Recovery

• First email is sent 2 hours after the payment fails
• Second email is sent 3 days after the first contact
• Third email is sent 2 days after the second contact
• Fourth email is sent 2 days after the third contact
• Fifth email (optional) - When the customer's subscription is cancelled/paused

While we recommend a grace period of 21 days, Retain requires a minimum of 10 days to be effective.

Term Optimization

If a user qualifies for an upgrade offer, they'll get two emails two days apart.

Note that users will only be reached out to once a quarter (if they qualify)

Reactivations

• First email is sent after a set time window (typically we recommend ~60 days post-voluntary churn and ~14 days post-delinquent churn)
• Second email is sent 2 days after the first contact
• Third email gets sent a week after the second contact
• Fourth email gets a week after the third contact