Cancel Flows Guide

Cancel Flows turn cancellation moments into retention opportunities. When a subscriber clicks "cancel," Cancel Flows intercept the moment with intelligent, personalized experiences.

Cancel Flows maintain customer control throughout the experience. Key principles include:

• Subscribers retain direct access to cancellation without mandatory engagement
• Offers and feedback collection remain optional steps rather than required actions
• The design prevents unnecessary friction while presenting relevant retention options

Layout

The cancel flow presents customers with 1–2 deflection offers positioned above cancel reasons on the main screen, plus one targeted offer per cancel reason.

The straightforward structure aims to balance ease of cancellation with strategic offer presentation. All offers remain configurable, enabling merchants to tailor experiences for different subscriber intentions — including flows where customers proceed directly to cancellation without offer interaction.

Creating an Offer

Click "Add Offer" adjacent to empty deflection spots or cancel reasons within the editor. Offers can be selected from the existing Offer Library or created new. Note: any changes you make to an offer update it anywhere that specific offer is being used.

Offer Types

The platform supports varied offer structures including skip, swap, and discount options. Two primary categories exist:

• Custom offers: Include a message with an acceptance button
• Presentation offers: Display messages without buttons (e.g., farewell messages or testimonials)

Examples of Effective Offers

High-performing offers align with core cancellation reasons and enhance perceived subscription value:

• Educational resources for underutilized subscribers
• Subscription benefit reminders and customer service offerings
• Discounted payment testing (e.g., "20% off next 3 payments")
• Free gifts or incentives
• Video-enhanced presentations versus static versions

Offer Testing

An offer test begins running automatically whenever there are multiple variants or multiple offers in place targeting the same customer segment.

Machine learning automatically routes customers toward highest-performing options as engagement data accumulates. Success tracking occurs through Offer Analytics with date filtering capabilities.

Definitive Sessions Note: When customers accept offers then cancel within 24 hours, the system tracks only the final cancellation to prevent false-positive analytics.

What Happens After an Offer Is Accepted

Upon offer acceptance, customers see either a confirmation screen or redirect to a specified Confirmation URL. To add redirect functionality, scroll within the offer editor to insert the Confirmation URL.

For automated backend actions:

• Use the Cancel Session Won webhook trigger
• Implement Zapier integration
• Set up Cancel Session Won alerts for manual backend application

Where to Focus Your Efforts

Initial strategy involves deploying a simple flow while planning iterations based on performance data. A cancel flows testing framework is available several months post-launch for identifying optimization priorities.