The cancellation flow

With the flow off, cancelling in the portal is one confirmation. With it on, the subscriber picks a reason, sees one offer matched to that reason, and then reaches the confirmation. You turn it on in the Customer portal tab, under Cancellation flow. The Cancel switch must also be on, or the flow never shows.

Step 1, the reason

Write up to 8 reasons and choose the offer each one leads to. You can add an Other reason. A free-text comment can be off, optional or required.

Step 2, the offer

• Pause needs Pause and resume switched on.
• Skip the next delivery needs that switch on.
• Free days delay the next charge. Choose 1 to 90 days. They are granted at most once per billing period.
• Swap the variant needs that switch on.
• A word with support needs your help link filled in.
• No offer goes straight to the confirmation.

An offer that cannot be shown uses the fallback offer you choose. If there is no fallback, the subscriber goes to the confirmation.

Step 3, the confirmation

Choose when the subscription ends. Right away stops access and deliveries now. At the end of the paid period keeps what they paid for until the renewal date. Neither makes another charge. A Keep button shows on the reason step and the confirmation step, and records that they stayed.

You can edit every sentence, and the preview beside the editor shows each step.

See the results

Why customers cancel, on the Subscriptions page, covers the last 90 days. It shows who started to cancel, who was saved by an offer, who kept anyway and who cancelled, plus your top reasons, the offers that worked and comments.