Cancelation Workflows

Cancellation Workflows

Cancellation Workflows are designed to reduce subscription churn by guiding customers through a retention experience before a subscription is canceled.

Instead of immediately canceling a subscription, customers are presented with configurable retention offers such as:

• Discounts

• Skipping shipments

• Delaying orders

• Changing subscription frequency

The goal is to provide flexible alternatives while also collecting valuable cancellation feedback from customers.

Open the Widgets Settings

From the Customer Portal Builder, select Cancellation Workflows from the left-side menu.

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Customer Experience

Starting the Cancellation Flow

When a customer attempts to cancel their subscription from the customer portal, they are redirected into a guided cancellation workflow instead of immediately canceling.

The workflow presents retention offers that encourage the customer to remain subscribed.

Examples include:

• Skip next shipment

• Delay next billing date

• Apply a percentage discount

• Change delivery frequency

Customers can:

• Accept an offer and keep their subscription

• Continue through the cancellation flow

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Initial Step

The first screen shown is the Initial Step configured in the cancellation workflow settings.

This step typically contains the highest-priority retention offer.

Example

A customer may see:

• Heading: “Wait! Before You Go”

• Description: “Would a 20% discount help?”

• Options:

  • Accept Offer

  • No Thanks, Cancel My Subscription

If the customer accepts the offer:

• The subscription is updated immediately

• The cancellation flow ends

• The customer remains subscribed

If the customer declines:

• The customer proceeds to cancellation reasons

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Cancellation Reasons

Customers can optionally be asked why they want to cancel.

This helps merchants:

• Understand churn behavior

• Track cancellation trends

• Trigger more personalized retention offers

Heading

Display text on the Cancel Reasons step

Example Reasons

• Too expensive

• Have too much product

• Shipping too often

• Switching brands

• Temporary pause

Cancellation reasons can be displayed as:

• Radio buttons

• Dropdown selection

This behavior is configurable in workflow settings.

If cancellation reasons are disabled:

• Customers skip this screen entirely

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Prevent Multiple Discounts

Use Prevent Multiple Discounts to control whether a customer can receive more than one discount through cancellation workflows.

When enabled, the portal prevents additional discount adjustments from being applied after the customer has already accepted a discount through a cancellation workflow.

When disabled, customers may be eligible to receive another discount when entering a cancellation workflow, depending on the workflow configuration.

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Additional Retention Steps

After selecting a cancellation reason, customers may continue through additional retention steps.

Each step can contain:

• A unique heading

• Description text

• up to 5 retention adjustments

The platform supports up to 5 steps per workflow.

Example Workflow Sequence

Step	Offer
Initial Step	20% Discount
Step 2	Skip Next Shipment
Step 3	Delay Next Order
Step 4	Change Frequency
Step 5	Final Retention Offer

At every step, customers can either:

• Accept an offer and remain subscribed

• Continue canceling

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Final Confirmation Screen

If the customer reaches the end of the workflow without accepting an offer, they are shown the final cancellation confirmation.

Customers can:

• Confirm cancellation

• Return to the workflow

• Keep their subscription and exit

Once cancellation is confirmed:

• The subscription is canceled

• The workflow session is completed

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Admin Configuration

Cancellation workflows are configured inside the Customer Portal editor.

Accessing Cancellation Workflows

Navigate to:

Customer Portal → Edit Portal → Cancellation Workflows

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Main Sections

The cancellation workflow builder contains three primary areas:

1. Settings

Simple settings to adjust the workflow.

Settings:

• Initial Step - Choose the first step to be seen by the customer

• Show Cancel reasons

• Heading - Heading text to be seen on the Cancel Reasons screen

• Radio/Dropdown - select a cancel reason by radio or a dropdown

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2. Steps

Steps are the individual screens shown during the cancellation process.

Each step contains:

• Name

• Heading

• Description

• Adjustments

Steps can be reused across multiple workflows.

Adjustment Setup

Adjustments are the actual retention offers presented to the customer.

Supported adjustment examples include:

• Percentage discount

• Fixed amount discount

• Skip next shipment

• Delay next order

• Change subscription frequency

Multiple adjustments can be attached to a single step.

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3. Workflows

Workflows define the overall cancellation experience.

A workflow controls:

• Which steps are shown

• Step order

• Product targeting

• Cancel reason targeting

• Enabled/disabled status

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Creating a Step

Step 1: Open the Steps Tab

Navigate to:

Cancellation Workflows → Steps

Click:

Create Step

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Step 2: Configure the Step

Populate the following:

Step Name

Internal identifier for the step.

Example:

• Initial Discount

Heading

Main customer-facing title.

Example:

• “Wait! Before You Cancel”

Description

Optional supporting information or instructions.

Example:

• “Would a discount help you stay subscribed?”

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Step 3: Add Adjustments

Choose one or more adjustments.

Example

Adjustment Type:

• Discount

Value:

• 20%

Additional adjustments can also be added to the same step.

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Step 4: Save the Step

Click:

Save Step

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Creating a Workflow

Step 1: Open the Workflows Tab

Navigate to:

Cancellation Workflows → Workflows

Click:

Add Workflow

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Step 2: Configure Workflow Targeting

Cancel Reason Targeting

Assign the workflow to:

• A specific cancellation reason

• All cancellation reasons

This allows merchants to personalize retention flows.

Product Targeting

Optionally assign workflows to specific subscription products.

Example:

• Product A uses a discount-heavy flow

• Product B uses delay-focused offers

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Step 3: Add Workflow Steps

Select up to 5 steps.

Example sequence:

1. Initial Discount

2. Frequency Change

3. Delay Order

4. Skip Shipment

5. Final Offer

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Step 4: Enable or Disable Workflow

Workflows can remain disabled while being configured or tested.

Disabled workflows:

• Are not visible to customers

• Can still be edited

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Step 5: Save Workflow

Click:

Save

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Workflow Settings

The Settings tab controls global cancellation workflow behavior.

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Initial Step

Select the first step customers see before cancellation reasons.

Example:

• Initial Discount

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Show Cancellation Reasons

Controls whether the cancellation reason screen appears.

Enabled

Customers are asked why they want to cancel.

Disabled

Customers skip directly to workflow steps.

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Cancellation Reason Heading

Customize the heading displayed above cancellation reasons.

Example:

• “Help Us Understand Why You’re Leaving”

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Cancellation Reason Display Type

Choose how cancellation reasons are displayed:

Radio Buttons

Shows all options at once.

Dropdown

Compact selection menu.

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Previewing and Testing

After configuring workflows:

Click:

Save and Preview

The preview allows administrators to:

• Test retention flows

• Validate workflow logic

• Confirm adjustments apply correctly

• Verify customer experience

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Publishing

Once testing is complete:

Click:

Publish Funnel

Publishing makes the workflow live for customers.

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Key Workflow Rules

• Maximum of 5 workflow steps

• Customers may exit at any time

• Offers can immediately update subscriptions

• Workflows can be product-specific

• Workflows can be cancel-reason-specific

• Workflows can be disabled before publishing

• Cancellation reasons are optional

• Steps are reusable across workflows