Cancel Flows Overview

Cancel Flows learn from every lost customer

A cancellation is the one moment a customer will tell you why they're leaving. Most flows waste it.

When the survey is an afterthought, "no reason" piles up, often more than half of all responses, and you stay blind to why customers go while missing the moment to save them.

Cancel Flows treats that moment as the asset it is. A better-structured flow surfaces higher-quality feedback and creates more chances to save the customer with the right offer at the right time. What customers tell you shapes the offers, and better offers save more of them.

Built from exit surveys and deflections

Every flow assembles the same two building blocks. An exit survey asks why the customer is cancelling, structured to draw out a real answer instead of a shrug. Deflections then give the customer a way to fix their problem without leaving.

Deflections cover the most common reasons customers head for the cancel button.

• Skip a shipment when product is piling up.
• Pause the subscription instead of ending it.
• Swap to a plan that fits better.
• Take a discount when price is the sticking point.

The pages carry your branding, so the flow reads as part of your experience, not a third-party interruption. Deflections and Cancel Reasons cover how to build each piece.

Smart Offers route to the winner

Most teams never test their retention offers, because testing by hand is slow. We built Cancel Flows for exactly that. You create competing offers, and smart offers use machine learning to route traffic to the highest-performing variant automatically, so the winning offer takes over without anyone watching a dashboard.

ML earns its keep where there's volume to learn from. It doesn't replace good offers. Targeted Offers covers matching offers to cancel reasons.

Sentiment AI turns feedback into patterns

Individual responses are anecdotes. Sentiment AI, the reporting layer inside Cancel Flows, scores the sentiment of cancel-reason responses and surfaces patterns across the whole body of feedback, so you can see which customer segments need attention instead of reading answers one at a time.

The rest of the reporting sits alongside it. You can track your save rate over time, see which offers perform best, and compare how different customer types respond, all in Analytics & Insights.

Segment the flow to the customer

A three-year subscriber and a first-month trial don't warrant the same save attempt. Segmentation runs a different flow for different customer types, high-LTV versus low, memberships versus product subscriptions, so the generosity of the offer matches the value of the relationship. Segmentation covers the setup.

Where to go next

A flow comes together piece by piece, and each piece has its own page.

• Getting Started, what setup looks like and how flows go live.
• Deflections, the skip, pause, swap, and discount options in depth.
• Cancel Reasons, designing survey questions that produce a usable signal.
• Targeted Offers, matching offers to the reasons customers give.
• Segmentation, running different flows for different customer types.
• Analytics & Insights, measuring saves, offers, and segments over time.