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
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:
Initial Discount
Frequency Change
Delay Order
Skip Shipment
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
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