Open Farm was born out of Jacqueline Prehogan and Isaac Langleben’s quest to find a nutritious dog food that met their standards for animal welfare, sustainability, and transparency. A decade later, Open Farm provides pet parents across the US and Canada with top-of-the-line pet food, crafted with meticulously sourced, nutritious ingredients that don’t compromise on the brand’s mission to “Do Some Good” for animals and the planet.

Challenge

With their customer base growing strong, Open Farm placed a heavy emphasis on retention. Subscription churn presented an opportunity for improvement. And the team wanted a churn reduction solution that could target customers who initiated the cancellation process—and do so without adding a huge burden to the team.

“

To meet our growth targets, it’s essential that we match strong growth performance with retention and were eager to test Recharge’s retention tools as soon as they became available. When we saw they were outperforming our previous vendor, we made the switch. A decision we have been happy with ever since. Recharge has continued adding new features to the program, making it easier for us to innovate and achieve even better results. We’re excited to continue testing and see where it takes us.”

Megan SniderDirector, Customer Journey, Open Farm

Solution

Working with the Recharge team, Open Farm decided to implement Recharge’s Cancellation Prevention feature, since it would not only enable them to offer customers alternatives to canceling but also A/B test those offers against each other to find the most effective ones.

Cancellation Prevention is a no-code solution designed to retain subscribers attempting to deactivate their subscriptions. It uses customer cohort data and order data to create churn reduction strategies and present targeted cancellation reasons and winback strategies.

Implementation: How-to

Open Farm’s Cancellation Prevention approach included the following steps:

1. Identify cancellation reasons

First, they identified the most common reasons for cancellations from prior years of customer behavior and distilled them into 10 distinct, concise options to be used in their new cancellation experience.

2. Implement Cancellation Prevention

Then, the team deployed Cancellation Prevention into their cancellation process, which offers customers trying to cancel various alternatives. Depending on their response to the cancellation survey, customers might be offered a discount or the option to swap products, skip an interval, or delay shipping.

Results

Since implementing Cancellation Prevention, Open Farm has seen its churn rate improve significantly. They’re saving 12.6% of customers who initiate the cancellation process, and since adding Cancellation Prevention to their retention strategy, they have effectively reduced churn by 28.7% year-over-year. And with the ability to A/B test their cancellation offers, Open Farm will be able to continually refine the process and improve its retention even further.

Wild Earth is a brand on a mission. Alarmed by irresponsible practices widespread in the dog food industry, their founders set out to do right by the animals we love and the planet we share with them.

Their dog food (which you might recognize from Shark Tank) is made from high-quality, cruelty-free, sustainable ingredients, and their vet-developed recipe is healthier for pets. The result is a more joyful and tail-wagging path forward—one led by science, guided by experts, and driven by heart.

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The revenue we’ve realized through Failed Payment Recovery has far surpassed our expectations, and the tool has worked in concert with all products in the Recharge platform to give us a more complete picture of retention than we’ve ever had. Plus, Failed Payment Recovery is easy to implement and use, which makes our team confident that failed payments are covered and frees us up to focus on other priorities.”

Nikita MichelsenHead of Marketing, Wild Earth

Challenge

Wild Earth has big goals, but a compact team. They need tools that are a breeze to implement and operate. One task they needed to streamline: resolving failed payments.

They were using an off-the-shelf service to track and reattempt stalled transactions, but it was a standalone product that didn’t integrate with any of their other tools. And as their tech stack grew increasingly full of similar single-purpose tools, it was becoming unwieldy.

They needed something that just worked—without compromising on revenue recovered from failed payments.

Solution

To tackle both problems, Wild Earth turned to a platform that already housed some of their most-used features: Recharge.

Recharge’s product lineup includes Failed Payment Recovery, a passive churn prevention tool that reattempts failed payments when its custom machine learning model determines they’re most likely to succeed. It also provides strategic notifications and advanced analytics, and comes with a team of experts dedicated to helping you maximize recovery results.

And unlike other passive churn solutions, Failed Payment Recovery isn’t a single tool—it’s part of Recharge’s Retain suite, a comprehensive customer retention package that includes tools for rewards strategies, cancellation reduction, and win backs.

Not only could Wild Earth find their passive churn solution bundled with the other retention tools they needed, but it all came from the same place that already powered their subscriptions.

That solved their tech stack fragmentation—now they needed to see results.

Results

Failed Payment Recovery went to work immediately, improving Wild Earth’s recovery rate by more than 8%. Out of over 1970 failed transactions, Failed Payment Recovery recovered 88%, bringing back $140,000 in revenue.

And it did all that as just one component of Wild Earth’s newly unified retention and churn reduction strategy.

What’s next

At the core of Failed Payment Recovery is a custom machine learning model that analyzes store, customer and order properties from Recharge’s 20,000+ brands and 1.3 million daily transactions to find the best time to retry payments and send notifications.

But the model isn’t one-size-fits-all. It personalizes its approach to each brand as it gets to know their customers and the factors behind their payment errors, meaning it delivers better results over time—and Wild Earth’s 83% recovery rate may just be the beginning.

Fuzzball is a UK-based cat food subscription brand on a mission to provide proper food for all catkind. Founded by five friends with curiosity, humour, and a shared love of cats, the brand quickly became known for its playful personality and high standards.

What began as an idea in a London park has grown into a thriving subscription business celebrated across the UK. In 2025, Fuzzball was named one of the winners of Recharge’s the Tomorrow Brand Challenge—a competition recognizing brands with an innovative approach to scaling subscriptions and customer loyalty.

“

The data from cancellation surveys and AI-suggested remedies let us act strategically. We could finally focus on what would really move the needle.”

Eli WachsmannCo-founder, Fuzzball

Challenge

The Fuzzball team knew subscriptions were the natural fit for their product. After all, cats eat multiple times a day, and running out of food is top of mind for every owner. But their early site wasn’t built for scale. Customers struggled to adjust flavors or delivery frequency, and every change required manual work behind the scenes.

The limitations became clear as the business grew. Their quirky, cat-inspired website delighted visitors, but made managing subscriptions difficult. To reach the next stage of growth, they needed to rebuild the experience around flexibility and ease.

At the same time, retention was becoming a major hurdle. Churn between trial and first full box hovered around 70%, a tough, but common rate for pet food brands. Fuzzball wanted to understand why customers left and how to turn that insight into long-term growth.

Solution

Fuzzball rebuilt their site from the ground up and upgraded to Recharge Pro. The move unlocked dynamic bundles, Win Backs and AI-driven Cancellation Prevention giving customers more flexibility and providing the team with better insight into performance.

The impact was immediate. A/B testing allowed Fuzzball to refine its onboarding and product recommendations to optimize the subscriber experience. And one-click reactivation pages and automated Win Back flows outperformed their previous campaigns by more than 65%. These streamlined experiences kept their most loyal subscribers engaged and made rejoining easy for those who had paused or cancelled.

When the team later adopted Retain, they took their retention strategy to the next level. The data from cancellation surveys revealed clear behavioral trends, allowing the team to segment customers more intelligently and respond with the right incentives.

Customers who simply had too much food were offered delay options, while long-term subscribers received loyalty rewards and gifts that felt personal and well-timed. Using Retain’s Rewards feature to surprise customers with small, early gifts, made it clear that even modest gestures had a disproportionate impact on loyalty and engagement.

With Recharge Pro and Retain working in tandem, Fuzzball reshaped both its technology and customer experience. The new setup offered flexibility on the front end and powerful insights on the back end, allowing the brand to align every decision with what customers wanted most.

“

Recharge has been a gamechanger for us. It’s given us the tools to keep improving retention, but just as importantly, the insights to make smarter decisions across our entire customer journey.”

Eli WachsmannCo-founder, Fuzzball

Results

Fuzzball’s shift from acquisition-first to retention-focused growth paid off quickly. Trial-to-box-one retention improved by more than 50%, while average customer lifetime value grew by 90%. The team recovered 59% more cancellations with targeted offers and reduced involuntary churn through optimized payment recovery.

Beyond the numbers, Fuzzball found that subscription simplicity built brand love. With Recharge powering experience, customers could manage their subscriptions effortlessly and stay loyal for longer.