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What you’ll build

A cancellation flow is the sequence a customer walks through when they try to cancel: you can ask why (a survey), make a retention offer (a discount, pause, plan switch, or trial extension), and then confirm. This workflow builds a flow in Cancel flows, adds a save offer, sets it as the default, and shows where to watch its save rate.
Mark one flow as the default and it applies to every cancellation that doesn’t match a more specific flow — so a single well-tuned flow covers your whole base.

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Steps

1

Create the flow

Go to Cancel flows and click New flow. Set a Name, a Cooldown (days) — the minimum gap before the same customer sees this flow again — and optionally tick Use as the default flow. Click Create flow; its detail sheet opens so you can add steps.
2

Add a survey step

In the detail sheet click Add step and choose type Survey. Enter the cancellation reasons (one per line, e.g. Too expensive, Missing features, Other) and optionally allow free-text feedback. Save the step.
3

Add the save offer

Click Add step again and choose type Offer. Give it a Headline (e.g. Before you go…), then Add offer and pick a type:
  • Discount — a percent off for a number of months.
  • Pause subscription — pause for a number of months.
  • Extend trial — add days to the trial.
  • Switch plan — move the customer to a cheaper plan.
You can stack more than one offer in the same step. Save it.
4

Add a confirmation step

Add a final Confirmation step with a message and the confirm/keep button labels (e.g. Yes, cancel / No, keep my subscription). Steps run in the order shown — reorder them with each step’s order number so the offer lands before the final confirmation.
5

Activate and set as default

Use Activate in the detail sheet to turn the flow on, and Set as default if you want it to catch all cancellations. Customers hitting cancel now see your survey → offer → confirmation.
6

Watch the save rate

The flow’s detail sheet shows a stats strip: Completed, Saved, and Save rate. Come back here to see whether the offer is actually retaining customers, and adjust the discount or offer mix accordingly.
Editing or deleting a step takes effect immediately for new cancellations, but in-flight sessions already in the flow are unaffected.
  • Cancel flows — the flow list and step editor.
  • Churn risk — customers at risk before they reach the cancel button.
  • Subscriptions — where accepted offers (pause, plan switch, discount) land on the subscription.