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Customer story · EU pet food subscription brand
A multi-country pet-food subscription brand on Adobe Commerce saw signup completion jump from 38 to 61 percent after a Hyvä rebuild of the dog-profile flow plus locale-aware payment options and a Klaviyo win-back sequence for first-charge failures.
The problem
The client was an EU multi-country pet-food subscription brand on Adobe Commerce, shipping personalised dry food across DE, FR, NL, and BE. The signup flow asked for the dog profile (breed, weight, age, allergies) up front before showing any pricing. Completion was 38 percent. Buyers were dropping off at the dog-profile step (62 percent of bounces), and roughly 14 percent of customers who did complete signup had their first month charge fail, which usually meant a churned subscription before delivery one even shipped.
What we did
Rebuilt the signup flow on Hyvä with the dog profile broken into three single-question steps with a live "your dog's plan" panel that updated as you typed. Indicative price shown from question one, exact price after question three. Locale-aware payments: SEPA Direct Debit for DE/NL, Bancontact for BE, Cards + Klarna for FR. Klaviyo flow: any first-charge failure triggers a soft email plus WhatsApp message within thirty minutes, with a one-click "update payment" link, before the subscription state flips to failed.
The outcome
Signup completion rose from 38 percent to 61 percent over twelve weeks. Dog-profile drop-off (which had been 62 percent of bounces) fell to 19 percent. First-charge failure rate dropped from 14 to 5 percent thanks to the locale-aware payment options, and of the 5 percent that still failed, the Klaviyo win-back sequence recovered 64 percent within 48 hours. Net new monthly subscriber count went from roughly 1,400 to 2,300 on the same paid-acquisition spend.
