Cancellation flow
When a subscriber clicks cancel, you get one chance to understand why and, where it is genuinely in their interest, offer an alternative.
How it works
The flow runs in the customer portal:
- The customer clicks Cancel
- They are asked why — from reasons you define
- Based on the reason, they are offered an alternative
- If they decline, the subscription cancels
Reasons and offers
Configure these under Settings → Cancellation flow. Each reason can carry its own offer, because the right answer depends entirely on the problem:
| Reason | A sensible offer |
|---|---|
| "I have too much already" | Less often — switch to a longer cadence |
| "It is too expensive" | A discount, or a smaller size |
| "I am going away" | Pause until a date they pick |
| "I want to try something else" | Swap the product |
| "I no longer need it" | Nothing — let them go cleanly |
Do not offer something for every reason
"I no longer need it" is a customer telling you the truth. Blocking that exit with a discount produces a chargeback or a bad review instead of a cancellation. Leave some reasons with no offer.
Pause is usually the best offer
Pausing keeps the subscription, the payment method and the relationship. The customer who pauses in July frequently returns in September; the customer who cancelled in July does not.
For "I am going away" and "I have too much already", pause converts better than any discount.
What you learn
Reasons are collected in Analytics whether or not the customer accepted an offer. This is the most useful product feedback in the app:
- Lots of "too much product" means your default cadence is wrong
- Lots of "too expensive" after a price change tells you the change did not land
- Lots of "quality" is a product problem no retention offer will fix
Keeping it honest
The flow is designed to be persuasive, not obstructive:
- Cancel is always reachable — the offer is a step, not a wall
- Declining an offer cancels immediately, with no second attempt
- A minimum cycle commitment is stated plainly with the number of deliveries remaining
A customer who cannot find the exit will find their bank instead, and a chargeback costs more than the subscription was worth.