> ## Documentation Index
> Fetch the complete documentation index at: https://docs.opensubs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Set up your cancellation flow

> The offers a subscriber sees before the cancel goes through. Build it once; tune it forever.

OPENSUBS PLATFORM

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](https://docs.opensubs.com/platform-v2/run/when-a-subscriber-asks.md)).

**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.

> [!TIP]
>
> **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.](https://mintcdn.com/opensubs-docs/T6NpYT9MdOxqnOk5/images/platform-v2/run/30-flow-builder.png?fit=max\&auto=format\&n=T6NpYT9MdOxqnOk5\&q=85\&s=a1aa86da888ecd8b5f8a6fa29a9492d9)

**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.

> [!TIP]
>
> **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* **Save draft** saves edits without changing status: on an unpublished flow they stay private.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 **Publish flow** makes an unpublished flow live once the readiness checklist passes.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.

> [!TIP]
>
> **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](https://docs.opensubs.com/platform-v2/run/when-a-save-offer-doesnt-show.md).

> [!TIP]
>
> **Checkpoint:** you know your save rate.

> [!NOTE]
>
> **Only the portal runs the flow.** An admin cancel skips every offer; the fastest reply to "please cancel me" is a login link.


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