# Cancellation Flows

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

## 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.](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/cf-flow-screens.png)

1 Survey Customer Picks a reason for leaving and answers a follow-up question. Churn Solution Records the reason; uses it and the customer’s segment to pick the next step. Exit survey →
2 Offer Customer Sees one save offer: pause, discount, switch plan, trial extension, contact, or a page. Churn Solution Applies the accepted offer in your gateway, or hands over to your callback. Dynamic offers →
3 Free-form feedback Customer Writes what you could have done better. Churn Solution Stores the answer and classifies it by sentiment, category and intent. AI feedback analysis →
4 Confirmation Customer Reads what happens next and confirms, or changes their mind. Churn Solution Cancels 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 →](/docs/cancellation-flows/exit-survey/)

![Survey step with a follow-up question.](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/survey.png)

## Offers

One save offer per reason. Every offer card has **Close** and **Decline offer**. [Dynamic offers →](/docs/cancellation-flows/dynamic-offers/)

- ![Pause subscription offer screen](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/offer-pause.png) **Pause subscription**
  Pause for 1–12 months, or pick any custom resume date; billing resumes automatically on that date.
- ![Coupon (discount) offer screen](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/offer-coupon.png) **Coupon (discount)**
  Percentage or fixed amount, once, for N renewals, or forever.
- ![Trial extension offer screen](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/offer-trial.png) **Trial extension**
  Adds days to a running free trial.
- ![Switch plan offer screen](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/offer-switch.png) **Switch plan**
  Move to a better-fitting plan.
- ![Switch plan with coupon offer screen](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/offer-switch-coupon.png) **Switch plan with coupon**
  Switch and get a discount on the new plan.
- ![Contact: send an email offer screen](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/offer-email.png) **Contact: send an email**
  Reach support by email before cancelling.
- ![Contact: chat on WhatsApp offer screen](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/offer-whatsapp.png) **Contact: chat on WhatsApp**
  Reach support on WhatsApp.
- ![Send to a page offer screen](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/offer-page.png) **Send to a page**
  Redirect 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](/docs/cancellation-flows/ai-feedback-analysis/).

![Free-form feedback step.](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/feedback.png)

## Confirmation

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

![Confirmation step.](https://churnsolution.com/wp-content/themes/astra-child/assets/images/docs/confirmation.png)

## In this section

- [Flow builder](/docs/cancellation-flows/flow-builder/)
  Steps, templates, publishing, versions
- [Exit survey](/docs/cancellation-flows/exit-survey/)
  Reasons, follow-ups, free-form feedback
- [Dynamic offers](/docs/cancellation-flows/dynamic-offers/)
  The 7 offer types and redemption limits
- [Customer segmentation](/docs/cancellation-flows/customer-segmentation/)
  Audiences, conditions, custom attributes
- [A/B experiments](/docs/cancellation-flows/ab-experiments/)
  Variants, traffic split, scheduling
- [Custom branding](/docs/cancellation-flows/custom-branding/)
  Logo, colours, fonts, confetti
- [Translation](/docs/cancellation-flows/translation/)
  Any language, per flow or per session
- [Session recordings](/docs/cancellation-flows/session-recordings/)
  Replays, behaviour tracking, filters
- [Analytics](/docs/cancellation-flows/analytics/)
  Save rate, boosted revenue, outcomes
- [AI feedback analysis](/docs/cancellation-flows/ai-feedback-analysis/)
  Sentiment, themes, intent
- [Pause Wall](/docs/subscription-walls/)
  Resume prompt for paused subscribers