# Cancel Workflows ## Overview 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. *** ## 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 *** ### 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 *** ### 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 #### 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 *** ### 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 *** ### 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 *** ## Admin Configuration Cancellation workflows are configured inside the Customer Portal editor. ### Accessing Cancellation Workflows Navigate to: Customer Portal → Edit Portal → Cancellation Workflows *** ## 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 *** ### 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. *** ### 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 *** ## Creating a Step ### Step 1: Open the Steps Tab Navigate to: Cancellation Workflows → Steps Click: Create Step *** ### 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?” *** ### 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. *** ### Step 4: Save the Step Click: Save Step *** ## Creating a Workflow ### Step 1: Open the Workflows Tab Navigate to: Cancellation Workflows → Workflows Click: Add Workflow *** ### 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 *** ### 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 *** ### 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 *** ### Step 5: Save Workflow Click: Save *** ## Workflow Settings The Settings tab controls global cancellation workflow behavior. *** ### Initial Step Select the first step customers see before cancellation reasons. Example: * Initial Discount *** ### 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. *** ### Cancellation Reason Heading Customize the heading displayed above cancellation reasons. Example: * “Help Us Understand Why You’re Leaving” *** ### Cancellation Reason Display Type Choose how cancellation reasons are displayed: #### Radio Buttons Shows all options at once. #### Dropdown Compact selection menu. *** ## 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 *** ## Publishing Once testing is complete: Click: Publish Funnel Publishing makes the workflow live for customers. *** ## 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 --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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