Your Cancellation flow analytics show you why customers cancel their subscriptions and how well your retention offers win them back — right on the Cancellation flow page in your Subi admin, above the flow itself. This guide explains where to find them, how to read the tiles and tabs, and how to dig into the individual cancellations behind the numbers.
One thing to know up front: these numbers cover only the cancellations that went through your cancellation flow — the screen that asks customers why they are leaving and offers them a save option. Cancellations that happened while your flow was turned off, or where no reason was set to show, are not included. If you have not built one yet, start with How to Reduce Cancellations with a Cancellation Flow.
Where to find your cancellation flow analytics
From your Shopify admin, open Subi Subscriptions → Retention. On the Cancellation flow card, select Setup. The Cancellation flow page opens with a date range button and four metric tiles at the top, and a card with three tabs — Active flow, Cancellation reasons and Treatment — below them.
The date range button controls the period for every figure on the page. Choose a preset or a custom range to widen or narrow the data.
Reading the metric tiles
Four tiles summarise the selected period:
Save rate over time — your save rate is the share of cancellation attempts you won back with a retention offer. Its chart plots how that rate moves across the period, so you can see whether your flow is improving.
Total responses — the number of cancellation attempts in which the customer selected at least one reason.
Treatments accepted — how many customers accepted the retention offer they were shown.
Most selected reason — the reason customers chose most often.
Select any tile to open its chart underneath. When the period contains cancellations, the first tile is already selected and its chart is open when the page loads; you can collapse it or switch to another tile at any time. When the period contains no cancellations, no tile is selected and the tiles show empty values — widen the date range to see your data.
Reading the three tabs
Active flow — a read-only window onto your current flow. Drag to pan, use the − / + controls to zoom, and select the pencil to open the flow builder.
Cancellation reasons — a table with one row per reason: Reason, Count, Percentage and Save rate. Use it to spot where your offers are working and where they fall short. For example, if "Too expensive" is your most common reason but its save rate is low, that is a good place to try a stronger save offer.
Treatment — a table of the offers customers accepted: Treatment, Most common reason, Count and Percentage. Until a customer accepts an offer it reads No treatments accepted yet, with an Add treatment button that opens the builder on your first reason.
If your store still uses the older Cancellation management and has not moved to a cancellation flow yet, the Cancellation reasons tab lists those existing reasons and their counts, while the other figures stay empty until you build a flow.
Seeing every cancellation event
Every cancellation that went through your flow is also recorded as its own event on the Cancellation flow events page. To reach it, open a cancelled subscription under Contracts and select View cancellation events in its cancellation card — the events page opens filtered to that subscription.
Each row shows the customer, the reason they chose, the treatment they were offered, the outcome (retained or cancelled), the date, and the subscription contract. Select the contract link to open that subscription directly.
Use the filters above the table — by cancellation reason, treatment offered, customer name, customer tags, or contract ID — to widen or narrow the list to exactly the cancellations you want to review.
Why some numbers may look low or empty
Because the page only counts cancellations that went through your cancellation flow, you may see fewer cancellations here than in your overall subscriber reports — and a new store, or a narrow date range, may show empty tiles until more cancellations come in. Widen the date range to see everything recorded so far, and make sure your cancellation flow is turned on so future cancellations are captured.
Next steps
Use what you learn here to refine your flow — for example, strengthening the save offer for your most common cancellation reason. To edit your reasons and treatments, select Edit on the Cancellation flow page, or see How to Reduce Cancellations with a Cancellation Flow. If you have any questions, reach out to our support team.