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Cancellation Flows

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

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On this page
  1. What a cancellation flow is
  2. Survey and follow-up questions
  3. Offers
  4. Free-form feedback
  5. Confirmation
  6. In this section

What a cancellation flow is

A cancellation flow is the branded modal your customer sees when they click Cancel. Instead of a one-click exit, it walks them through four steps:

A cancellation flow: exit survey, save offer and free-form feedback.
A cancellation flow: exit survey, save offer and free-form feedback.
1

Survey

CustomerPicks a reason for leaving and answers a follow-up question.
Churn SolutionRecords the reason; uses it and the customer’s segment to pick the next step.
Exit survey →
2

Offer

CustomerSees one save offer: pause, discount, switch plan, trial extension, contact, or a page.
Churn SolutionApplies the accepted offer in your gateway, or hands over to your callback.
Dynamic offers →
3

Free-form feedback

CustomerWrites what you could have done better.
Churn SolutionStores the answer and classifies it by sentiment, category and intent.
AI feedback analysis →
4

Confirmation

CustomerReads what happens next and confirms, or changes their mind.
Churn SolutionCancels per your cancellation term; logs the session and notifies your integrations.
Flow builder →

Survey and follow-up questions

The customer picks one reason (Budget, No longer needed, Missing features, Technical issues, or your own) and can answer a follow-up question for that reason. Each reason routes to a different offer. Exit survey →

Survey step with a follow-up question.
Survey step with a follow-up question.

Offers

One save offer per reason. Every offer card has Close and Decline offer. Dynamic offers →

Pause subscription offer screenPause subscriptionPause for 1–12 months, or pick any custom resume date; billing resumes automatically on that date.
Coupon (discount) offer screenCoupon (discount)Percentage or fixed amount, once, for N renewals, or forever.
Trial extension offer screenTrial extensionAdds days to a running free trial.
Switch plan offer screenSwitch planMove to a better-fitting plan.
Switch plan with coupon offer screenSwitch plan with couponSwitch and get a discount on the new plan.
Contact: send an email offer screenContact: send an emailReach support by email before cancelling.
Contact: chat on WhatsApp offer screenContact: chat on WhatsAppReach support on WhatsApp.
Send to a page offer screenSend to a pageRedirect to any URL you choose.

Free-form feedback

An open question with a text box, shown as its own step. Answers feed AI feedback analysis.

Free-form feedback step.
Free-form feedback step.

Confirmation

Tells the customer what happens next according to your cancellation term, then shows the final Cancel subscription button.

Confirmation step.
Confirmation step.

In this section

Flow builderSteps, templates, publishing, versions Exit surveyReasons, follow-ups, free-form feedback Dynamic offersThe 7 offer types and redemption limits Customer segmentationAudiences, conditions, custom attributes A/B experimentsVariants, traffic split, scheduling Custom brandingLogo, colours, fonts, confetti TranslationAny language, per flow or per session Session recordingsReplays, behaviour tracking, filters AnalyticsSave rate, boosted revenue, outcomes AI feedback analysisSentiment, themes, intent Pause WallResume prompt for paused subscribers
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