> For the complete documentation index, see [llms.txt](https://help.checkoutchamp.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.checkoutchamp.com/funnel-builder/creating-and-editing-funnels-pages/funnel-visualizer-and-page-builder/customer-portal/setting-up-the-customer-portal/cancel-workflows.md).

# 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