GLOSSARY · CANCELLATIONS AND WIN-BACK
Cancel flow
A cancel flow is the sequence a subscriber goes through when cancelling: a reason question, sometimes a tailored offer, then a clear confirmation.
Also called Cancellation flow · Cancellation page · Offboarding flow
A cancel flow sits between the cancel button and the actual cancellation. A typical flow asks why the customer is leaving, may show an offer that fits that reason (a pause, a discount, a cheaper plan), and then confirms the cancellation and its effective date.
Billing tools offer simple versions: Stripe’s customer portal can collect a cancellation reason and show retention offers through its retention rules. Dedicated tools such as NoChurn add per-reason offers, custom design, several languages and an API for teams that build their own screens.
The reasons collected are often as valuable as the customers saved: they show what to fix in the product, pricing or onboarding. A flow must never become an obstacle course. Consumer protection rules in several places require that cancelling online stays simple, so the option to cancel now should stay visible at every step.
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Sources
- Stripe Docs: Allow customers to cancel subscriptions docs.stripe.com
- Stripe Docs: Retention rules docs.stripe.com