Docs / Cancel Flows

Cancel Flows Implementation

How to install Cancel Flows on your subscription platform (Recharge, Stripe, Shopify) and route real cancel attempts through it.

Implementing Cancel Flows is a straightforward process with minimal setup effort. Feel free to direct any questions to support@churnbuster.io.

Design

Use the Cancel Flow Editor and Style Editor for initial setup, updating cancel reasons and attaching offers. See the implementation guide for best practices.

1 — Snippet installation

The portal page where customers initiate cancellation must dynamically populate customerId, subscriptionId, and customerEmail for identification.

Use source and source IDs from your subscription platform (e.g., source: "stripe")
customProperties are optional

Add this snippet to the <body> of the cancellation portal page, including [data-subscription-id] on each cancel link:

<script type="text/javascript">
  (function () {
    ChurnBuster = window.ChurnBuster || {};
    ChurnBuster.cancelAttributes = {
      accountId: "INSERT_CHURN_BUSTER_ACCOUNT_ID",
      source: "REPLACE_ME",
      customerId: "REPLACE_ME",
      customerEmail: "REPLACE_ME",
      cancelButtonSelector: "REPLACE_ME",
      customProperties: {
        "productName": "REPLACE_ME",
        "customer": {
          "subscription_count": "REPLACE_ME",
          "subscriber_LTV": "REPLACE_ME"
        }
      }
    };

    var script = document.createElement("script");
    script.type = "text/javascript";
    script.async = true;
    script.src = "https://proxy-assets.churnbuster.io/v4/scripts.js?v=1678742553659";
    var insert = document.getElementsByTagName("script")[0];
    insert.parentNode.insertBefore(script, insert);
  })();
</script>

Your Churn Buster Account ID is available on the API sources page.

2 — Offer Setup

Set up default offers based on best practices that customers can accept without requiring backend subscription actions.

Typically includes subscription benefit reminders or support connection invitations

For automated backend actions (discount application, order skipping), receive notifications via:

Alternatively, sign up for Cancel Session Won alerts for manual application.

See the Cancel Flows Guide for offer setup and testing strategies.

3 — Cancellation

When customers click to cancel on the final session step, Churn Buster automatically cancels the subscription in your platform.

Custom integrations may require self-managed cancellation processing
Receive notifications via the Cancel Session Lost webhook, Zapier integration, or email notifications

Customers see a confirmation screen and are directed to an exit URL configured in Cancel Flow Settings (editor bottom).

4 — Test on an actual subscriber portal page

Verify snippet installation by opening a customer account page, right-clicking, selecting Inspect, clicking the Console tab, and searching for "Churn Buster." You'll see a message indicating installation but disabled status.

With the snippet installed on a test customer portal, request the Churn Buster team enable it for live session testing.

5 — Notify the Churn Buster team once the above steps are completed

Once snippet installation completes, the Churn Buster team will activate it to begin live sessions.