Skip to main content
Downsells allow you to present tailored alternatives when a customer attempts to cancel a membership. Instead of losing the subscription entirely, attendants can guide customers toward a lower-tier package or a limited-time offer directly from the pay tablet. Downsells are configured as a Deduction and are designed specifically to improve retention while maintaining a consistent, operator-controlled experience.

​
How Downsells Work

When a customer initiates a membership cancellation:
  • The attendant receives an on-screen prompt on the pay tablet.
  • A scripted pitch appears, allowing the attendant to confidently explain the alternative.
  • Eligible lower-tier memberships or promotional offers are displayed.
  • Optional incentives, such as temporary discounts, can be applied automatically.
This flow keeps the interaction personal, fast, and effective, with no manual overrides or external tools.

​
Example

Downsell deduction configuration In this example, the Downsell targets customers enrolled in the Greatest membership. If the customer attempts to cancel, FlexWash presents the Great UNLMTD membership as an alternative at a lower monthly price. To further encourage retention, the Downsell includes a $5 discount for the first month, increasing the likelihood that the customer stays enrolled rather than canceling.
Only 1 Downsell can be displayed per cancellation. If more than 1 enabled Downsell targets the same subscribed package at a location, FlexWash displays only one and does not guarantee which, so keep 1 enabled Downsell per subscribed package.

​
Additional Qualification Options

Downsells can be refined using additional criteria, including:
  • Minimum Member Lifetime Value (LTV).
  • Monthly Wash Maximum.
These controls ensure that Downsells are offered only when they make financial and operational sense for your wash.

​
Measuring Your Downsells

Once downsells are running, Downsells Analytics shows what each offer is actually saving you: how many were presented, how many members accepted, and the recurring revenue those saves went on to earn. Access requires the Downsell Analytics report permission.