What Is a Cancellation Flow?
A Cancellation Flow appears when a customer tries to cancel a subscription. Instead of canceling immediately, they’re asked to choose a reason. Based on their choice, Fin or your system can display a tailored offer (called a treatment) to encourage them to stay.
Benefits:
Retain customers with relevant, helpful offers
Collect data on why customers cancel
How It Works
Customer initiates cancellation
Cancellation message is displayed
Customer selects a reason
Matching treatment is shown (if set up)
Customer accepts treatment or continues to cancel
Key Components
Cancellation Reasons
Customizable reasons customers choose from, such as:
Too expensive
Not using the product
Shipping delays
Taking a break
You can add/edit/remove these at any time.
Treatments
Offers/actions shown based on the selected reason. If accepted, the cancellation is paused or prevented.
Common treatment types:
Discount code
Free shipping
Skip next order
Pause subscription
You can assign multiple treatments to a single reason.
Why Use a Cancellation Flow?
1. Reduce Churn
Show helpful offers right when customers consider canceling. Many issues are temporary and solvable.
Result: More subscribers retained.
2. Gain Insights
Track which reasons are most selected to:
Improve product/service
Adjust pricing or logistics
Tailor future offers
Result: Smarter business decisions.
How to Set Up a Cancellation Flow
Step 1: Access the Flow Builder
Go to Flows in your dashboard
Select Set up Cancellation Flow
Step 2: Edit the Cancellation Message
Create a message customers see first. Examples:
"We're sorry to see you go, can you tell us why?"
"Before you cancel, let us try to help."
Step 3: Add Cancellation Reasons
Click Add Reason
Enter text (e.g., "Too expensive")
Click Save
Step 4: Add Treatments (Recommended)
Select a reason
Click Add Treatment
Choose type (e.g., discount, pause)
Configure details and click Save
You can add multiple treatments per reason.
Step 5: Publish the Flow
Review all content
Click Publish or Enable
Flow will appear automatically for customers trying to cancel.
Best Practices
Keep reasons short and easy to understand
Match treatments closely to reasons
"Too expensive" → Offer a discount
"Need a break" → Offer skip or pause
Offer more than one treatment when possible
Use friendly, non-pushy messaging
Summary
Cancellation Flow:
Asks customers why they’re canceling (Reasons)
Offers personalized alternatives (Treatments)
Collects churn insights to improve your service
Set up properly, it’s a powerful tool to grow and retain your subscriber base.