Overview
Cancellation flows fail in two ways: they either make cancellation so difficult that the customer churns angry, or they offer a blanket discount to everyone who clicks cancel — training customers to cancel whenever they want a deal.
A retention flow that works identifies the specific reason the customer is leaving and responds with a targeted intervention: a feature they did not know existed, a plan that better fits their usage, a pause option, or a direct offer to fix the problem. And when retention is not possible, it accepts the cancellation gracefully — because a churned customer who leaves on good terms is a future re-subscriber.
What you get: - Cancellation reason identification without interrogation - Targeted save offers mapped to each reason type - Graceful acceptance path - Post-cancellation win-back sequence - Dark patterns to avoid
Built for: SaaS, subscription businesses, and any company with recurring revenue that needs to reduce churn without dark patterns.