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Stripe

Connect in one click, launch flows from the Stripe dashboard with our verified Stripe app, and let Churn Solution pause, discount, switch and cancel natively.

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On this page
  1. Cancellation Flows on Stripe
  2. Integration steps
  3. Configuration options
  4. Offers available on Stripe
  5. How Stripe is used with Churn Solution
  6. Updating the customer subscription
  7. Calculating boosted revenue
  8. Audience segmentation
  9. Payment Recovery on Stripe
  10. Integration steps
  11. Reactivation Campaigns on Stripe
  12. Integration steps
Cancellation FlowsSupported

Personalized exit surveys and save offers shown the moment a customer clicks cancel.
Payment RecoverySupported

Dunning emails, smart retries and a payment wall that recover failed payments automatically.
Reactivation CampaignsSupported

Automated win-back emails sent to cancelled customers, based on the reason they left.

Cancellation Flows on Stripe Supported

Integrating cancellation flows with Stripe takes three steps: connect your Stripe account with Churn Solution, build the cancellation flow in the dashboard, then embed the script in your app so the flow opens when a customer clicks Cancel. Churn Solution shows the survey, offers and confirmation you built, and applies whatever the customer accepts — pause, discount, trial extension, plan switch or cancellation — directly in Stripe.

Integration steps

  1. Connect your Stripe account with Churn Solution

    Once you sign up for a Churn Solution account, connect your company with your live Stripe account from the Integration page in Settings. Click Connect To Stripe and authorise access; a success label appears once connected and your data starts importing.

    Connect Stripe
    Settings → Integration: Connect To Stripe
    Settings → Integration: Connect To Stripe

    You can also connect from inside Stripe: install Churn Solution from the Stripe App Marketplace. After installing, the app asks you to complete setting up your Churn Solution account.

    The Churn Solution Stripe app after installation
    The Churn Solution Stripe app after installation
  2. Build the cancellation flow

    Open Cancellation Flows in the dashboard. You can create multiple cancellation flows from the UI: build the exit survey, map reasons to offers, set the audience, brand it and publish. The flow is ready to show in your site as soon as the script below is in place. See the Flow builder page for more details.

  3. Embed the script

    Two steps: place the embed code and launch snippet, then (optionally) generate a security token.

    Step 1: Place the embed code and launch snippet

    Copy the code below and paste it before the closing </body> tag in your app code. It loads Churn Solution, makes it available in the global JS namespace as window.churnSolution, and launches the cancellation flow from your cancel button.

    <script>
  !function(){
    if (!window.churnSolution || !window.churnSolution.ready) {
      window.churnSolution = { ready: true };
      const s = document.createElement('script');
      s.src = 'https://app.churnsolution.com/sdk/index.min.js';
      s.async = true;
      const e = document.getElementsByTagName('script')[0];
      e.parentNode.insertBefore(s, e);
    }
  }();
</script>
<script>
  document.getElementById('cancel-button').addEventListener('click', (e) => {
    e.preventDefault();
    window.churnSolution?.run({
      subscriptionId: 'SUBSCRIPTION_ID', // the customer's Stripe subscription ID
      appId: 'APP_ID',
    });
  });
</script>

    You can find your App ID on the Integration page after connecting Stripe. The loader alone can go in <head>, but the launch snippet must run after the cancel button exists.

    Step 2: Generate security token Optional

    Use the code below to generate a hash on your server, so that every request sent to Churn Solution is secure. Send the hash to the front end and pass it as authKey in the launch call. Your secret key is on the Account settings page — keep it on your server, never ship it to the browser.

    const crypto = require('crypto');

// POST /api/churn-solution  — requires a logged-in user
app.post('/api/churn-solution', requireAuth, (req, res) => {
  const subscriptionId = req.user.subscriptionId; // from YOUR session, never the request body
  const authKey = crypto
    .createHmac('sha256', process.env.CHURNSOLUTION_SECRET_KEY)
    .update(subscriptionId)
    .digest('hex');
  res.json({ authKey, subscriptionId });
});

    Update: launch Churn Solution. Once your endpoint returns an auth key, add authKey to the launch call from Step 1, before subscriptionId.

    document.getElementById('cancel-button').addEventListener('click', async (e) => {
  e.preventDefault();
  const { authKey, subscriptionId } = await fetch('/api/churn-solution', { method: 'POST' }).then(r => r.json());
  window.churnSolution?.run({
    authKey,            // from your server
    subscriptionId,     // the customer's Stripe subscription ID
    appId: 'APP_ID',
  });
});

    Click your cancel button to see the flow.

Configuration options

Everything you can configure for Cancellation Flows on Stripe.

Launch options

Everything below goes in the options object of the launch call.

Launch methods on Stripe

run(), renew() and resume() read the shared options: handleAbandon, handleClose, handleDone, record, email, language, font, fontUrl and customTexts.

Method What it does Options it reads
run() Opens the cancellation flow The options in SDK options, apart from the renew() and resume() messages
renew() Reverses a pending cancellation The shared options and cancellationSettings.uncancel_message
resume() Resumes a paused subscription The shared options and cancellationSettings.unpause_message
checkWall() Shows the Pause Wall or the Failed Payment Wall. See Pause Wall & Payment Wall The wall options on that page, plus handleDone, language, font, fontUrl and customTexts

The direct pause flow is not supported on Stripe. A pause offer inside a run() flow is a different thing and works.

SDK options

Option Description Example
options.record Records the session. On by default. See Session recording record: false
options.email Email of the customer who started the flow email: '[email protected]'
options.font Font for the flow, overriding the design page. See Custom fonts font: 'Roboto'
options.fontUrl Stylesheet URL that loads font 
fontUrl: 'https://fonts.googleapis.com/css2?family=Roboto'
options.customerAttributes Values for the custom attributes your audiences segment on. See Custom attributes 
customerAttributes: {
  Has_Extended_Free_Trial: true
}
options.customTexts Replaces default texts in the flow. See Custom texts 
customTexts: {
  'Back': 'Retour'
}
options.language Forces the flow language, taking priority over every other language source language: 'de'
options.cancellationSettings Overrides the saved cancellation term for this session only. See Set cancellation term 
cancellationSettings: {
  settings: {
    CANCEL_TIME: {
      cancellation_time_type: 'IMMEDIATE'
    }
  }
}
options.cancellationSettings.settings.CONFIRM_NOT_CANCELLED_ON_ABANDON Overrides the saved Show Modal on Abandoned Exit setting for this session only 
cancellationSettings: {
  settings: {
    CONFIRM_NOT_CANCELLED_ON_ABANDON: {
      active: false
    }
  }
}
options.cancellationSettings.uncancel_message renew() only: replaces the success message. Read on the client, never sent to Churn Solution 
cancellationSettings: {
  uncancel_message: 'Welcome back!'
}
options.cancellationSettings.unpause_message resume() only: replaces the success message. Read on the client, never sent to Churn Solution 
cancellationSettings: {
  unpause_message: 'Welcome back!'
}
options.pauseSettings Bounds the custom resume-date picker of a pause offer: subscriptionEndDate is the latest date a customer can pick. The picker starts the day after the current billing period ends 
pauseSettings: {
  subscriptionEndDate: '2027-04-15'
}
options.handleCancel Called when the customer cancels Takes (customer, cancelFlowInfo)
options.handleAbandon Called when the customer leaves the flow before finishing it Takes (customer, cancelFlowInfo)
options.handleDone Called when the customer closes the success screen Takes (customer, cancelFlowInfo)
options.handleClose Called whenever the modal closes, for any reason Takes (customer, cancelFlowInfo)
options.handlePause Custom pause logic callback Takes ({ pausePeriod }, customer, cancelFlowInfo)
options.handleCoupon Custom coupon logic callback Takes ({ code }, customer, cancelFlowInfo)
options.handleTrialExtension Custom trial extension logic callback Takes ({ trialExtensionDays }, customer, cancelFlowInfo)
options.handleSwitchPlan Custom switch-plan logic callback Takes ({ plan }, customer, cancelFlowInfo)
options.handleSwitchPlanWithCoupon Custom switch-plan-with-coupon logic callback Takes ({ plan, code }, customer, cancelFlowInfo)
options.autoCancel Auto-handle cancellation. On by default false (to use custom handler)
options.autoPause Auto-handle pausing. On by default false (to use custom handler)
options.autoCoupon Auto-handle coupons. On by default false (to use custom handler)
options.autoTrialExtension Auto-handle trial extensions. On by default false (to use custom handler)
options.autoSwitchPlan Auto-handle plan switching. On by default false (to use custom handler)
options.autoSwitchPlanWithCoupon Auto-handle plan switching with a coupon. On by default false (to use custom handler)
Full example

A run() call that sets every option it reads:

document.getElementById('cancel-button').addEventListener('click', function () {
    window.churnSolution?.run({
        authKey, // hash generated by your server
        subscriptionId, // your subscription ID from your payment provider
        appId: 'APP_ID', // your App ID
        options: {
            record: true, // default true, switch to false to turn off recording
            email: '[email protected]', // User email that initiates the cancel flow
            font: 'Roboto',
            fontUrl: 'https://fonts.googleapis.com/css2?family=Roboto:wght@400;500;700&display=swap',
            language: 'de',
            customerAttributes: {
                Has_Extended_Free_Trial: false,
            },
            customTexts: {
                "Back": "Zurück",
                "Next": "Weiter",
            },
            cancellationSettings: {
                settings: {
                    CANCEL_TIME: {
                        cancellation_time_type: 'CUSTOM_DATE', // 'IMMEDIATE' | 'END_OF_BILLING_PERIOD' | 'CUSTOM_DATE' (Stripe only)
                        cancel_after_days: 7, // only used with 'CUSTOM_DATE'
                    },
                    CONFIRM_NOT_CANCELLED_ON_ABANDON: {
                        active: true, // show the modal when the customer leaves early
                    },
                },
            },
            pauseSettings: {
                subscriptionEndDate: '2027-04-15', // latest resume date the customer can pick
            },
            handleCancel: (customer, cancelFlowInfo) => {
                // cancel callback
            },
            handleAbandon: (customer, cancelFlowInfo) => {
                // abandon callback
            },
            handleDone: (customer, cancelFlowInfo) => {
                // success screen closed callback
            },
            handleClose: (customer, cancelFlowInfo) => {
                // modal closed callback
            },
            handlePause: ({pausePeriod}, customer, cancelFlowInfo) => {
                // pause callback
            },
            handleCoupon: ({code}, customer, cancelFlowInfo) => {
                // coupon/discount callback
            },
            handleTrialExtension: ({trialExtensionDays}, customer, cancelFlowInfo) => {
                // trial extension callback
            },
            handleSwitchPlan: ({plan}, customer, cancelFlowInfo) => {
                // switch plan callback
            },
            handleSwitchPlanWithCoupon: ({plan, code}, customer, cancelFlowInfo) => {
                // switch plan with coupon callback
            },
            // Default true. Set any of these to false to make
            // the matching handler responsible for the action
            autoCancel: true,
            autoPause: true,
            autoCoupon: true,
            autoTrialExtension: true,
            autoSwitchPlan: true,
            autoSwitchPlanWithCoupon: true,
        },
    });
});

Add custom fonts

By default, Churn Solution uses the font selected on the design page. However, you can override this with any font you prefer for your cancellation flow. To do this, pass two parameters to the sessions API: font and fontUrl.

document.getElementById('cancel-button').addEventListener('click', function () {
    window.churnSolution?.run({
        authKey, // hash generated by your server
        subscriptionId, // your subscription ID from your payment provider
        appId: 'APP_ID', // your App ID
        options: {
            record: true,
            email: '',
            font: 'Roboto', // Font example
            fontUrl: 'https://fonts.googleapis.com/css2?family=Roboto:wght@400;500;700&display=swap', // Font URL example
        },
    });
});

Enable / disable session recording

Session recording is enabled by default. You have the option to disable session recording by setting the record parameter to false in the options of the launch call from the installing section.

window.churnSolution?.run({ authKey, subscriptionId, appId: 'APP_ID', options: { record: false } });

Set cancellation term

Learn how Churn Solution manages the cancellation of your customers' subscriptions. By default, each flow follows the option saved on the configuration page.

  • Immediate: choose this option for instant subscription cancellation. The customer's subscription is terminated immediately upon cancelling.
  • End of billing period: select this option to handle cancellations at the end of the current billing period. Customers keep access until the end of their paid subscription duration.
  • Custom: opt for this option for personalised cancellation processes. If chosen, specify a cancellation delay in number of days to define the precise termination timeline.
Cancellation terms on the configuration page: Immediate, End of Billing Period and Custom Date.
Cancellation terms on the configuration page: Immediate, End of Billing Period and Custom Date.

Each flow follows the term saved on the configuration page, but you can override it for a single customer by passing cancellationSettings in the launch call. The override applies to that session only and does not change your saved configuration.

document.getElementById('cancel-button').addEventListener('click', function () {
    window.churnSolution?.run({
        authKey, // hash generated by your server
        subscriptionId, // your subscription ID from your payment provider
        appId: 'APP_ID', // your App ID
        options: {
            cancellationSettings: {
                settings: {
                    CANCEL_TIME: {
                        cancellation_time_type: 'IMMEDIATE',
                    },
                },
            },
        },
    });
});
Term on the configuration page cancellation_time_type Extra field
Immediate 'IMMEDIATE' —
End of billing period 'END_OF_BILLING_PERIOD' —
Custom 'CUSTOM_DATE' cancel_after_days: 7

Values are case-sensitive. Stripe supports all three terms. End of billing period is not supported on WooCommerce or Recurpay.

Example: cancel trial users immediately and everyone else at the end of the period:

options: {
    cancellationSettings: {
        settings: {
            CANCEL_TIME: {
                cancellation_time_type: isOnTrial ? 'IMMEDIATE' : 'END_OF_BILLING_PERIOD',
            },
        },
    },
},

Custom attributes

When configuring the cancel flow, you can define custom attributes to effectively segment your customers:

  1. Create the attribute

    Within the Configuration Settings tab, or directly from the cancellation flow in the Audience page, create a custom attribute.

  2. Use it in a flow

    Apply flows for the specified segments within your cancel flow. For example, target customers who used a free trial and have already extended it.

  3. Pass it at launch

    When invoking window.churnSolution.run(), include Has_Extended_Free_Trial under options.customerAttributes.

document.getElementById('cancel-button').addEventListener('click', function () {
    window.churnSolution?.run({
        authKey, // hash generated by your server
        subscriptionId, // your subscription ID from your payment provider
        appId: 'APP_ID', // your App ID
        options: {
            customerAttributes: {
                Has_Extended_Free_Trial: false // or true, based on user's status
            },
            record: true,
            email: '',
        },
    });
});

Video walkthrough: Custom attributes and segmentation on YouTube.

Customer segmentation based on metadata

Suppose you already have a metadata field, either in the customer metadata or the subscription metadata, and it's set for all your customers.

In the Configuration Settings tab, or directly from the cancellation flow in the Audience page, establish a new custom attribute. Specify the fields used in your metadata and their respective data types. Employ this custom attribute to define segments within your cancel flow, similar to the previous example.

Now, when a customer interacts with the embed, Churn Solution first prioritises the value of the entered key field, if provided during session creation. Then it searches for the relevant data in both their customer and subscription metadata. If found, it uses the value from the subscription metadata first, then from the customer metadata, to evaluate your segment conditions.

Renew, resume & pause

Two more entry points beside run().

Subscription renewal configuration

This feature allows you to win back customers who have cancelled their subscription with a cancellation setting of "after a specified date" or "at the end of the billing period" (the cancellation has not happened yet). Configure and display a call-to-action (CTA) to let your customers renew their subscription using these settings on the configuration page:

  • Immediate renewal: once the user clicks the renew CTA, their cancellation is reverted directly.
  • Renew with customer confirmation: set a headline, message and CTA text for the pop-up shown when the user clicks the renew CTA.
  • Renew with special offer: add a headline, message, CTA text, and offer users a coupon that is applied to their first payment.
Renew settings on the configuration page.
Renew settings on the configuration page.

Once you've chosen the configuration, implement the renewal on your site. Typically you attach an event listener to your Renew Plan button. The following code calls a function on the Churn Solution side that handles the renewal:

document.getElementById('renew-button').addEventListener('click', function () {
    window.churnSolution?.renew({
        authKey, // hash generated by your server
        subscriptionId, // your subscription ID from your payment provider
        appId: 'APP_ID', // your App ID
        options: {
            record: true,
            email: '',
        },
    });
});

To replace the success message, pass cancellationSettings.uncancel_message. renew() reads cancellationSettings only for the success message, on the client. Nothing in it is sent to Churn Solution.

Resume configuration

This feature enables you to offer your customers the option to resume their subscription after they have paused payment collection. Configure and display a CTA to let your customers resume using these settings on the configuration page:

  • Immediate resume: once the user clicks the resume CTA, their subscription is resumed directly.
  • Resume with customer confirmation: set a headline, message and CTA text for the pop-up shown when the user clicks the resume CTA.
Resume settings on the configuration page.
Resume settings on the configuration page.

Attach an event listener to your Resume Plan button. The following code calls a function on the Churn Solution side that handles the resume process:

document.getElementById('resume-button').addEventListener('click', function () {
    window.churnSolution?.resume({
        authKey, // hash generated by your server
        subscriptionId, // your subscription ID from your payment provider
        appId: 'APP_ID', // your App ID
        options: {
            record: true,
            email: '',
        },
    });
});

To replace the success message, pass cancellationSettings.unpause_message. resume() reads cancellationSettings only for the success message, on the client. Nothing in it is sent to Churn Solution.

Pause flow

The pause flow is not supported on Stripe. A pause offer inside a run() flow still works.

Callbacks & custom logic

Run your own billing code when a customer accepts an offer or cancels, instead of letting Churn Solution act in your gateway.

The model

Every action has a pair: a handleX callback and an autoX flag.

autoX: true (default)

Churn Solution performs the action in your gateway. Your handleX, if defined, is called afterwards as a notification.

autoX: false

Churn Solution does nothing in the gateway. Your handleX must perform the action and resolve or reject.

A handler on its own never stops Churn Solution. Always set the matching autoX: false when you take over.

The handlers object

This object contains the action handlers with a flag for each action to specify whether the handler is a replacement for the Churn Solution handler or extra functionality. If any of the auto props is true, its action is handled from the Churn Solution side, and your callback for that event is also called when the action executes. You can also send the email of the customer who started the cancellation flow.

{
    record: true, // default true, switch to false to turn off recording
    email: '', // User email that initiates the cancel flow
    handleCancel: (customer, cancelFlowInfo) => {
        // cancel callback
    },
    handleAbandon: (customer, cancelFlowInfo) => {
        // abandon callback
    },
    handleDone: (customer, cancelFlowInfo) => {
        // success screen closed callback
    },
    handleClose: (customer, cancelFlowInfo) => {
        // modal closed callback
    },
    handlePause: ({pausePeriod}, customer, cancelFlowInfo) => {
        // pause callback
    },
    handleTrialExtension: ({trialExtensionDays}, customer, cancelFlowInfo) => {
        // trial extension callback
    },
    handleCoupon: ({code}, customer, cancelFlowInfo) => {
        // coupon/discount callback
    },
    handleSwitchPlan: ({plan}, customer, cancelFlowInfo) => {
        // switch plan callback
    },
    handleSwitchPlanWithCoupon: ({plan, code}, customer, cancelFlowInfo) => {
        // switch plan with coupon callback
    },
    // If any of the below props is true
    // its action will be handled from Churn Solution side
    autoCancel: false,
    autoPause: false,
    autoSwitchPlan: false,
    autoSwitchPlanWithCoupon: false,
    autoTrialExtension: false,
    autoCoupon: false,
}

Signatures

Offer handlers are called as handler(offer, customer, cancelFlowInfo), where offer carries offerType plus the fields below. handleCancel and the lifecycle callbacks receive (customer, cancelFlowInfo).

Handler offer fields
handlePause pausePeriod (months)
handleCoupon code
handleTrialExtension trialExtensionDays
handleSwitchPlan plan
handleSwitchPlanWithCoupon plan, code

Return a Promise. resolve({ title, message }) replaces the success-screen text; reject({ message }) shows an error and keeps the subscription unchanged.

Example: custom cancel and pause

window.churnSolution?.run({
  authKey, subscriptionId, appId: 'APP_ID',
  options: {
    handleCancel: (customer, flowInfo) => new Promise(async (resolve, reject) => {
      try {
        await fetch('/api/billing/cancel', { method: 'POST', body: JSON.stringify({ subscriptionId }) });
        resolve({ message: 'Your account has been cancelled. You will not be billed again.' });
      } catch (e) {
        reject({ message: 'We could not cancel your account. Please contact support.' });
      }
    }),
    handlePause: ({ pausePeriod }, customer, flowInfo) => new Promise(async (resolve, reject) => {
      try {
        await fetch('/api/billing/pause', { method: 'POST', body: JSON.stringify({ subscriptionId, months: pausePeriod }) });
        resolve({ message: `Paused for ${pausePeriod} month${pausePeriod === 1 ? '' : 's'}. You will not be billed until you resume.` });
      } catch (e) {
        reject({ message: 'We could not pause your account. Please contact support.' });
      }
    }),
    autoCancel: false,
    autoPause: false,
  },
});

Lifecycle callbacks

Callback Fires when
handleAbandon The customer leaves the flow before finishing
handleDone The customer closes the success screen
handleClose The modal closes for any reason
Texts & languages

Override any default string in the cancellation, resume or renewal flows, or force a language.

Force a language

options: { language: 'de' }

Custom texts

Pass customTexts as a map of original text → replacement. Only the keys you include change.

window.churnSolution?.run({
  authKey, subscriptionId, appId: 'APP_ID',
  options: {
    customTexts: {
      'Back': 'Retour',
      'Next': 'Suivant',
      'Decline Offer': "Refuser l'offre",
      'Accept Offer': "Accepter l'offre",
      'Done': 'Terminé',
      'Pause Subscription': "Mettre l'abonnement en pause",
      'Cancel Subscription': "Annuler l'abonnement",
      'Extend Free Trial': "Prolonger l'essai gratuit",
      'Claim your offer': 'Réclamez votre offre',
      'Switch Plan': 'Changer de forfait',
      'No, Back': 'Non, retour',
      'Yes, Leave': 'Oui, quitter',
      'Chat on WhatsApp': 'Discuter sur WhatsApp',
      'Send an Email': 'Envoyer un e-mail',
    },
  },
});
All overridable keys
Show the full list (90+ strings) 
"Back", "Next", "Decline Offer", "Done", "Cancel", "Cancel Subscription", "Close", "Yes, Leave", "No, Back",
"Powered by", "Cancellation Guaranteed by", "Offer Guaranteed by",
"You are already paused", "You won't be billed until your subscription resumes",
"Subscription Cancelled.", "Subscription Uncancelled.", "Subscription Resumed.", "Subscription paused.", "Subscription Activated.",
"You can enjoy all our features again!", "Something went wrong!", "Please refresh your page and try again",
"Offer applied", "Successfully claimed offer", "Switch Plan", "Successfully switched plan",
"Successfully switched plan with a discount.", "Extend Free Trial", "Successfully extended your free trial",
"Unable to Recover Payment", "Unable to Switch Plan", "Please contact customer support for assistance",
"Submit the form to proceed with your cancellation", "Go To Form", "Write your answer...", "Answer...", "empty option",
"Minimum number of characters:", "Day", "Days", "day", "days", "week", "weeks", "month", "months", "year", "years",
"billing cycle", "billing cycles", "Choose offer type", "Pause Subscription", "Accept", "Accept Offer", "Claim your offer",
"Switch and Claim Your Offer", "Discover a Better Plan for You", "Claim Your Offer & Switch Plan", "Extend Trial By",
"Chat on WhatsApp", "Send an Email", "Choose how long you want to pause", "Loading...", "Waiting Submit...",
"Limited time offer for", "Enjoy This Discounted Price Forever", "Your subscription is successfully restored",
"Your subscription is successfully resumed", "You won't be billed again.",
"Your subscription is canceled and will end at the end of your current billing period.",
"Your subscription is canceled and will end after", "Your subscription is canceled and will end", "Today", "Can't Cancel",
"Success", "Your action has been successfully done", "Cancellation Incomplete",
"You've started the cancellation process but haven't finished it. Are you sure you want to leave?",
"Oops! something went wrong!", "It seems you have already claimed this coupon", "Offer Already Redeemed",
"Off your next renewal", "Off all of your next renewals", "Off for"

Custom fonts

By default the flow uses the font chosen on the Design page. Override it per session:

options: {
  font: 'Roboto',
  fontUrl: 'https://fonts.googleapis.com/css2?family=Roboto:wght@400;500;700&display=swap',
}
Google Form confirmation

Ask customers to fill a Google Form before (or after) they confirm a cancellation. Optional or required.

Enable the form

  1. Make the form public

    Anyone with the link must be able to answer.

  2. Turn it on in the confirmation step

    In the flow's cancellation confirmation settings, enable the Google Form button, set its text and the form URL.

  3. Optional: require submission

    Enable "require Google Form submission" to block cancellation until the form is submitted. This needs the validation setup below.

Required-submission setup

  1. Add a "Cancellation Bin Code" field

    A Short answer question titled exactly Cancellation Bin Code. It is pre-filled with a unique value at runtime. Important: inform customers not to edit this field, as the unique value is essential for form validation.

    The Cancellation Bin Code field in the Google Form.
    The Cancellation Bin Code field in the Google Form.
  2. Open the Script editor

    In the Google Form builder, click the three dots in the upper right corner and select Script editor. Paste the script below and save.

    Opening the Script editor from the form menu.
    Opening the Script editor from the form menu.
    The script pasted into the Script editor.
    The script pasted into the Script editor.
  3. Add a trigger

    From the same page, click Triggers → Add trigger and match these settings: function onFormSubmit, event source From form, event type On form submit. Save the trigger so it appears on the triggers page.

    Trigger settings.
    Trigger settings.
    The saved trigger on the triggers page.
    The saved trigger on the triggers page.
  4. Set the confirmation message

    In the form settings go to Settings → Presentation → After submission → Confirmation message and tell customers not to close the form, for example: "Your response has been recorded! Please keep this form open until we process your cancellation. We'll close it automatically when done. Thank you!"

    The confirmation message setting.
    The confirmation message setting.
function onFormSubmit(e) {
  const CANCELLATION_BIN_CODE_FIELD = "Cancellation Bin Code";
  const API_URL = 'https://google-form.churnsolution.com/submit';

  const itemResponses = e.response.getItemResponses();
  const cancellationBinCode = itemResponses
    .find(item => item.getItem().getTitle() === CANCELLATION_BIN_CODE_FIELD)
    ?.getResponse();

  if (!cancellationBinCode) {
    Logger.log('Error: Cancellation Bin Code is empty. Aborting API call.');
    return;
  }
  try {
    UrlFetchApp.fetch(API_URL, {
      method: 'post',
      contentType: 'application/json',
      payload: JSON.stringify({ cancellationBinCode }),
    });
  } catch (error) {
    Logger.log('Error during API request: ' + error.message);
  }
}

Offers available on Stripe

  • ✓ Pause subscription
  • ✓ Apply discount
  • ✓ Switch plan
  • ✓ Switch plan with offer
  • ✓ Extend free trial
  • ✓ Contact support (email / WhatsApp)
  • ✓ Send to a page

How Stripe is used with Churn Solution

Updating the customer subscription

When a customer accepts an offer or cancels, Churn Solution makes the billing change in Stripe for you. Each default action can be replaced with your own logic through the callbacks (handlePause, handleCoupon, handleTrialExtension, handleSwitchPlan, handleCancel) described above.

Pause subscription. Uses Stripe's pause mechanism: pause_collection is set and resumes_at is set from the duration the customer chose. You can cap the pause length from 1 to 12 months.

A paused subscription in Stripe: collection paused until the resume date
A paused subscription in Stripe: collection paused until the resume date

Apply discount. When a customer accepts a discount (amount off, percentage, or forever), the coupon is applied to their subscription.

Extend subscription period. Trials are extended by updating trial_end on the subscription, with no proration.

An extended trial in Stripe: the new trial end date
An extended trial in Stripe: the new trial end date

Cancel subscription. Churn Solution cancels the subscription immediately in Stripe (or at period end / on a custom date, depending on the flow's cancellation term).

Calculating boosted revenue

Boosted revenue is the actual revenue you received from every saved subscription — customers who claimed an offer, or who stayed active after trying to cancel. It is calculated from the real payments Stripe collected afterwards and shown per month on your Churn Solution dashboard.

Boosted revenue per month on the Churn Solution dashboard
Boosted revenue per month on the Churn Solution dashboard

Audience segmentation

Churn Solution imports Customers, Subscriptions, Coupons and Plans from Stripe to build audiences. Available attributes:

Billing intervalPlanProductSubscription statusSubscription priceSubscription discountsSubscription ageSubscription remaining ageSubscription start dateDate of session openingCustomer addressShipping addressCustom attributes

Payment Recovery on Stripe Supported

Payment Recovery gives you three tools for failed Stripe payments: dunning emails, smart retries and the Payment Wall. Each one is configured in the dashboard — the steps below show how to switch them on; the details of each tool live in the Payment Recovery section.

Integration steps

  1. Connect your Stripe account

    If Stripe is not connected yet, connect it from the Integration page (see the Cancellation Flows steps above). Failed invoices are detected automatically once connected.

  2. Set up dunning emails

    Contact the team with the domain you want to use for emails and the recovery pages; we set it up via DNS. Then pick a template and build your email sequence in the dashboard — see Dunning emails.

    Contact our team
  3. Turn on smart retries

    Enable retries in the dashboard and Churn Solution re-attempts each failed invoice at the times most likely to succeed — see Smart retries.

  4. Add the Failed Payment Wall

    Block or soft-block the app until the customer updates their card — see Pause Wall & Payment Wall for setup.

Reactivation Campaigns on Stripe Supported

Cancelled Stripe customers are segmented by the cancellation reason and feedback they gave, then receive automated win-back emails with a Stripe coupon they can redeem in one click.

Integration steps

  1. Connect your Stripe account

    If Stripe is not connected yet, connect it from the Integration page (see the Cancellation Flows steps above). Cancelled customers are imported automatically once connected.

  2. Set up your sending domain

    Contact the team with the domain you want to use for emails and the reactivation pages; we set it up via DNS.

    Contact our team
  3. Create the campaign

    Build the campaign in the dashboard: choose the segment, attach a Stripe coupon, set the schedule and publish — see Campaign builder and Segments & offers.

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