Nav update: this feature now lives under Retention → Cancellation flow in the Subi dashboard. (Older nav: Storefront & Portal → Customer Portal → Canceling Management). Both routes still work.
Subi's default cancellation flow: if your store has never built a cancellation flow and Canceling Reasons is off, your subscribers see Subi's default cancellation flow when they cancel, instead of the plain confirmation message described below. It asks one of six reasons and offers only what your portal settings allow: skip, delay or change frequency, never a discount. You can turn it off from Retention → Cancellation flow. Learn more in How to Reduce Cancellations with a Cancellation Flow.
"Don't let a cancellation be the end of your relationship with a customer - make it a new beginning with the Cancelling Management pop-up."
You can enable a custom Canceling Message or Cancellation Reasons for your customer subscription portal. These modals will appear when subscribers attempt to cancel their subscriptions, offering an invaluable opportunity to decrease churn rates, create a feedback loop, and retain your subscriber base.
In this Article:
How can I enable the Canceling Management tools?
To configure the cancelation experience, in your Subi dashboard open Retention > Cancellation flow (CTA: Setup). On older shops you may still see the legacy path Subi app panel > Storefront & Portal > Customer Portal > Canceling Management — either path opens the same configuration:
You can also monitor your churn rate from the Cancellation flow page on Subi and export your customer's reasons:
Customer canceling journey
This journey applies when you use Canceling Reasons and the Canceling Message, or when Subi's default cancellation flow is turned off. When your subscriber clicks on the "cancel" button in the customer portal to make sure that the customer really intended to cancel their subscription, they first see this default message:
If the Canceling Reasons is enabled, then they have to choose their reason:
If you have enabled your Canceling Message, If they click on "Cancel subscription" again, they will see your custom message:
And again, if they click on "Cancel subscription", their subscription will be canceled:
At any point in this journey, if the customer clicks on "Keep my subscription", the modal will be closed, and the subscription will keep its previous status.
What do my subscribers see if I have no cancellation flow?
What happens when a subscriber cancels on a store that has never built a cancellation flow? If Canceling Reasons is also off (Display cancellation reason to your customers in Canceling management), the subscriber sees Subi's default cancellation flow, in the Subi customer portal and in Shopify customer accounts.
The subscriber first picks one of six reasons:
It's too expensive
I'm taking a break and want to come back later
Too much product piling up
I want different products
Delivery or shipping problems
Other (the subscriber types their own reason)
Then one offer box shows the offers your customer portal settings already allow: skip the next order, delay the next delivery, or change the delivery frequency. There is never a discount, and Confirm cancellation is always one step away. If your settings allow none of these offers, the subscriber picks a reason and confirms. The chosen reason is saved with the cancellation.
How do I manage the default flow?
Turn it off or on: open Retention → Cancellation flow. The badge next to the page title shows On or Off. At the top right, select Turn off and confirm, or Turn on. This works on any plan.
Choose the offers: the default flow offers what your customer portal permissions allow. See Manage Customer Portal Permissions in Subi.
Change or translate the reasons: in Portal Customization, choose Portal subscription details and open the Cancellation flow section.
Replace it: build your own cancellation flow. Your flow replaces the default one, and deleting your flow later does not bring the default back. Building your own flow depends on your Subi plan.
Moving from Canceling Reasons to the Cancellation flow: you can Migrate on any plan. Migrate brings your reasons and your pre-cancel message (as the flow's first screen) across, and carries your past cancellation numbers into the flow analytics. On a plan without the Cancellation flow you can still edit your reasons and message, turn the flow on or off, and see your numbers — retention offers (treatments) and conditions stay behind a plan that includes them.
If you turn on Canceling Reasons, your subscribers see your reasons instead of the default flow. If you turn Canceling Reasons off and have no cancellation flow, your store gets the default flow, which you can turn off from the Cancellation flow page. For the full guide, see How to Reduce Cancellations with a Cancellation Flow.
How can I reduce churn with Canceling Management tools?
If used effectively, Subi's Cancelling Management can be a game-changing tool that helps you maintain your subscriber base, learn from customers' feedback, and adapt to their needs.
Here are a few straightforward methods to get the most out of these powerful tools:
Canceling Reasons:
Use this feature to offer pre-defined options for customers to specify why they are leaving.
Collecting customer cancellation reasons is a great way to learn from customer experiences and better understand how to improve the product or subscription service. The data from the questionnaire can provide valuable insights into customer behavior and preferences and can help identify any areas where you can make improvements. Additionally, the data can also be used to inform product or service changes and ensure ongoing customer satisfaction.
Try to keep the number of options to a minimum and ensure that each option is useful and provides insight into customer needs.
You can monitor your churn rate from the Cancellation flow page on Subi and also export your customer's reasons:
Canceling Message:
1. Offer Discount Codes
One of the simplest ways to convince customers to reconsider their decision is by offering them a discount code. When a customer clicks on "cancel", they see a message that contains a discount code for their existing subscription. This incentive might make them rethink their decision:
Note that you need to share a Shopify discount code that is applicable to subscription orders and has a limited usage per customer to maintain a balanced approach, and that customer can apply it to their subscription directly from their customer portal.
2. Highlight Special Offers
You can also use the Canceling Message to highlight any special offers or exclusive benefits available to subscribers. These could be early access to new products, freebies, or additional services that come with the subscription. Reminding customers of these exclusive benefits right before they cancel can often help them see more value in staying subscribed.
3. Ask For More Feedback
Another smart way is to ask for customer feedback by incorporating a feedback form in the Canceling Message. When a customer decides to cancel their subscription, this is your chance to learn why. Getting customer feedback can provide crucial insights into the reasons behind customer churn, which you can then address to improve your subscription program.
4. Promote Other Products
The Canceling Message is also an excellent platform for promoting other products or services your business offers. If a customer is no longer interested in one product, they might find another more appealing. Use this opportunity to showcase the variety you offer and potentially shift their interest to a different product or service.
5. Provide Support Links
Lastly, you can use the Canceling Message to share links to customer support or help resources. Sometimes, customers cancel their subscriptions because they're having issues they don't know how to resolve. Providing a direct link to customer support in the pop-up might address their issues and convince them to remain subscribed.
Can I record why I cancelled a subscription myself?
Yes. When you cancel a subscription yourself from its page in the Subi dashboard, the Cancel Subscription dialog asks Why are you cancelling? (Optional). Picking a reason is optional: you can still cancel without one, exactly as before.
You can pick one of six reasons:
Customer request
Payment failed
Product unavailable
Test, duplicate, or fraud
Internal cleanup or plan change
Other
Once you pick a reason, a Note (Optional) field appears where you can add up to 280 characters. If you pick the wrong reason, choose another one, or close the dialog with Keep subscription and open it again to start over.
Where do I see the reason later?
The reason and note are added to the cancellation line in the subscription's timeline, for example "You canceled this subscription. Reason: Customer request." The same sentence appears in the message column of the subscription events export.
Does my subscriber see the reason?
No. The reason and note you record are for your own records only. They are not shown to the subscriber and are not added to cancellation emails, the customer portal, webhooks or Klaviyo. Reasons your subscribers give in their own cancellation flow are recorded separately, as described above.
Bulk cancellations through Update status do not ask for a reason.