Set up your cancel flow

Open Retention in Ongoing Subscriptions and click Edit cancel flow at the top right.

Choose the reasons

Each reason is one row, with its offer underneath (or "No offer").

• Show or hide a reason with its checkbox. Hidden reasons aren't shown to subscribers.
• Reorder with the up and down arrows. Subscribers see the reasons in this order.
• Rename a reason: click Edit and type a label. Leave it empty to keep the built-in label, which subscribers see in their own language. Your own label is shown as you wrote it.
• Add your own reason with Add a reason (up to 20 in all), and remove it with the bin icon. The nine built-in reasons can be hidden but not removed.

Give a reason an offer

1. Click Edit on the reason.
2. Choose an offer. The one we suggest for that reason is marked (suggested), but you can pick any.
3. Fill in anything the offer needs: the product to switch to for Swap to a chosen product, your support email or page for Contact support, or the page for Open a link.

Each reason can have one offer. All ten are described in Cancel flow offers explained.

Write your own text, or use ours

Every offer has a headline, a message and a button. With Use our default text ticked, subscribers see our wording in their own language. Untick it to write your own (up to 80 characters for the headline, 300 for the message and 30 for the button). Your text is shown as you wrote it, in every language.

The comment box

Under Comment, choose whether subscribers can add a note when they cancel. It's always optional for them, and their notes are kept with their reason.

Save, preview and turn off

• Save puts your changes live straight away. There are no drafts.
• Preview cancel flow opens an example subscription in the subscriber portal preview. Click Cancel subscription there to go through your saved flow as a subscriber would. Nothing you do in the preview changes a real subscription. Save first: the preview shows your saved flow.
• Turn off (top right) stops the flow. Subscribers then see the plain cancel dialog again. Turn on brings back your flow as you left it.

Test it on a development store

On a live store, a subscriber is shown at most one offer every 30 days. On a Shopify development store offers show every time, so you can try each one on the same test subscription.