Reduce cancellations with a cancel flow

When a subscriber clicks Cancel subscription in the subscriber portal, the cancel flow asks why they're leaving. For most reasons it then offers a fix: push the next order back, get it less often, swap the product, change the address. Many subscribers take the fix and stay. Anyone who still wants to cancel can do it in one more click.

It's on from the start

You don't have to build anything. Your store starts with nine common reasons, and five of them come with an offer that suits them:

Reason	Offer
I'm coming back, this is only temporary	Delay the next order (1, 2 or 3 months)
Too frequent	Change how often it arrives
I don't like the product	Swap a product
Need to change shipping address	Change the delivery address
Need to change subscription product	Swap a product

The other reasons go straight to cancelling until you give them an offer. You can change all of this in a few minutes: see Set up your cancel flow.

What your subscribers see

1. A short list of reasons, and an optional box to tell you more. Choosing a reason is optional.
2. If their reason has an offer, the offer, with what will change (for a delay, the new order date for each choice).
3. A clear result: Changes saved, or their subscription cancelled.

Back, Keep my subscription and Continue cancelling are on every step. An offer never stops anyone from cancelling.

Fair to subscribers

• A subscriber who saw an offer in the last 30 days isn't shown another one; they just choose a reason and cancel.
• An offer only shows when it can work for that subscription. For example, there's no "change how often it arrives" when the plan has only one frequency.
• The flow is translated into the subscriber portal's languages.

Where to find it

In Ongoing Subscriptions, open Retention in the menu. The Cancel flow tab shows whether it's on, how it's doing, and the reasons subscribers give. Click Edit cancel flow at the top right to change it.