Getting Started with Cancel Flows

Install the snippet on your customer portal

A Cancel Flow goes live in three steps, install, set up, and go live, and we work through each one with you during onboarding. The first move is to message us to enable Cancel Flows. Bundle pricing is available, and includes basic setup at no additional cost.

Installation is a short code snippet on your customer portal. The snippet attaches to the cancel link for each subscription, so a customer who clicks to cancel goes to your Cancel Flow instead of the platform's native cancel step. The snippet stays inactive until we enable Cancel Flows on your account, so it can go in early without changing anything customers see. Cancel Flows Implementation covers the technical detail.

Build the flow from what you already run

Setup starts from your current cancellation process. We ask for a way to see your existing flow, such as a test customer portal, screenshots, or a platform login, and carry its cancel reasons and offers into the Cancel Flow Editor as the starting point.

From there, we build out the pieces a flow needs.

• An exit survey, with your cancel reasons mapped to Churn Buster's reason categories.
• Deflections and offers set up to best practice, including a Smart Offer test between competing variants.
• Discount codes, which also need to exist in your billing platform.
• Your branding, applied through the Style Editor.

If different customer types warrant different save attempts, Segmentation handles that from the start. You also choose where customers go after they cancel. The Cancellation Exit URL points to a page of your choosing, and the Bypass confirmation screen checkbox next to it sends cancelling customers straight there instead of through Churn Buster's confirmation screen first.

Review and test before anything goes live

Before any customer sees the flow, we share a preview for your approval. At this stage you're mostly checking copy and design, so the flow looks and sounds like the rest of your brand.

Then we test the installed snippet together on a live subscriber portal page, confirming it loads and that clicking cancel opens your flow.

Go live and let the responses build up

Once the portal test passes and you've approved the flow, we turn Cancel Flows on. From then on, customers who click to cancel reach your flow, and cancel sessions start showing up in Analytics & Insights, including the reasons customers give and the offers they accept.

It's worth giving the flow time to collect responses before judging it. Smart Offers route traffic to the highest performing variant as results come in, and that works best with volume behind it.

When customers still see the native cancel flow

The usual cause is the snippet. Either we haven't enabled Cancel Flows yet, or a portal or theme update removed the snippet or changed the cancel link it looks for. A change like that doesn't throw an error, so the native flow can quietly come back. After any portal or theme update, it's worth checking that the cancel link still opens your Cancel Flow. If it doesn't, message us.

Where to go next

These pages cover each piece of the flow you set up during onboarding in more depth.

• Cancel Flows Overview, why the flow is built the way it is.
• Cancel Reasons, designing an exit survey that produces a usable signal.
• Deflections, the value reminders and easy ways to put off cancelling.
• Targeted Offers, matching offers to the reasons customers give.
• Custom Branding, making the flow look like your site.
• Segmentation, running different flows for different customer types.
• Analytics & Insights, measuring saves, offers, and segments over time.