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15 min When a subscriber cancels in their portal, the flow runs first: a reason, then an offer matched to it, then the cancel. A cancel done in the admin skips the offer entirely (When a subscriber asks for help).
1

Create the flow

  • Open Settings > Cancellation flows and create a flow. The builder has four stages: Name, Add reasons, Configure offers, Review and publish.
  • Reasons are the choices a cancelling subscriber picks from (“Too expensive”, “Too much product”). Their on-screen order is randomized, so there’s no reorder control and no first-position bias.
Checkpoint: every reason a subscriber might have is on the list.
The cancellation flow builder: the flow's reasons with their offers, stage by stage.
2

Attach the offers

  • Each reason can carry rules: extra offers aimed at a segment. The first matching rule wins; the default offer catches everyone else.
  • Offers are the saves: a discount, a pause, a delay, a frequency change, a merge. Match them to the reason: “too expensive” wants a discount; “too much product” wants a delay or lower frequency.
  • Follow-up offers give you a second swing after a declined first offer.
Checkpoint: every reason lands on an offer that answers it.
3

Publish, and know the switch

  • Save draft saves edits without changing status: on an unpublished flow they stay private. On a published flow, Save draft applies your edits to the live flow immediately. Publish flow makes an unpublished flow live once the readiness checklist passes.
  • There is no separate on/off switch: publishing a flow turns the feature on; deactivating your last flow turns it off.
  • One flow is the active default per store; targeted flows can sit alongside it.
  • Cooldown (days), on the same Settings > Cancellation flows screen, suppresses repeat offers to a subscriber who recently took one: default 60, 0 turns it off.
Checkpoint: the flow reads published and a test cancel walks through it.
4

Tune it from the numbers

  • Analytics > Cancellations shows the funnel: flow started, reason selected, offer shown, offer accepted, offer declined, abandoned, cancelled. Many Offer shown with few Offer accepted is an offer problem; a reason nobody picks is a wording problem.
  • Offers that don’t fire are usually gating, not the flow: When a save offer doesn’t show.
Checkpoint: you know your save rate.
Only the portal runs the flow. An admin cancel skips every offer; the fastest reply to “please cancel me” is a login link.
Last modified on November 5, 2026