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Chances are, if your customer has contacted you about an issue, there’s a non-zero chance they could churn and you could lose business. Applying coupons given qualifying events or at your team’s discretion can be an effective way of delivering a moment of delight to your customers. When your team reaches the point where a customer should have a coupon applied to their subscription, use the Recurly Apply Coupon to Account steptype to issue that coupon without leaving the support ticket or case.

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Step Configuration

In addition to the general step configuration options, this step has the following specific options that can be configured.

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Email Address

Use this field to set the email address to looked up in Recurly to find the customer. You can pull in the customer’s email address from your CRM automatically by using the variable button and selecting the best field in your CRM for capturing your customer’s email.

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Select Coupon

Build out this table to specify which coupons you want to apply to the customer’s subscription, or offer to your team to select from in Sidekick.

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Select Additional Options

Use this field to select the coupons to be applied to the customer’s subscription.

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Default?

Check this box to set which coupon will be selected by default when your team reaches this step in the Flow.

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Currency

Use this field to specify a currency different from US Dollars. For more information on which currencies Recurly supports, we recommend reading this Currencies article from Recurly.
Last modified on May 7, 2026