Steal this exact email we used to churn-save a $6k ARR customer

Retention will be your 2026 MRR growth superpower

We checked in with a recent customer of a legaltech product in our portfolio, asking for feedback.

The response was not what we were hoping for :(

Unfortunately, the product did not work well, the usability is not worth the cost. We made sure to try on different machines and browsers. Ultimately the tool did not work for us and we didn’t get anything out of it, we tried and I wanted it to work better than other solutions. Requesting a refund, I already cancelled online.

-Customer

Ouch.

For a moment, I sunk back into my chair and felt a little shot of despair: this is the first negative feedback we’ve got on usability for this product.

After a minute or two, I rose back up and wrote an email response to the customer. Nothing to lose, right?

Just four and a half minutes later, I refreshed my inbox and:

It worked.

We saved the customer:

Wow. One email that took me two minutes to write, to save $500 MRR.

But the six thousand dollar question is:

What was the churn-save email I wrote to him and why did it work?

First, here’s the exact text of my response to the customer after he initially requested a refund…