Not every customer will accept a retention offer, and that is completely normal. This article explains exactly what happens in Churn.io when a customer declines and how their session is recorded in your dashboard.
The flow after a declined offer
When a customer clicks "No thanks" or dismisses a retention offer, Churn.io moves them to the next step in the flow:
If the Feedback step is enabled (see Setting Up Feedback Collection), the customer is shown an open-ended question asking why the offer did not work for them
If the Feedback step is disabled, the customer goes directly to the Cancellation Confirmation step
The customer's cancellation is confirmed on the final screen
How the session is recorded
A session where the customer declined all offers is recorded as a cancellation in your dashboard. You will be able to see:
Which cancel reason they selected in the survey
Which offer was shown and that it was declined
Any open-ended feedback they left (if the Feedback step was enabled)
💡 Declined sessions are valuable data
Customers who declined your offer tell you something important: either the offer type was wrong, the value was not compelling enough, or the cancel reason was more fundamental. Review declined sessions regularly to refine your offers and improve your save rate.
Does Churn.io process the cancellation in Stripe?
Yes. When a customer confirms cancellation, Churn.io sets cancel_at_period_end: true on their Stripe subscription automatically. The subscription stays active until the end of the current billing period, then cancels. This requires a valid stripeSubscriptionId to have been passed when the session started. For the full flow walkthrough, read How the Cancel Flow Works: Overview.
💬 Questions or concerns?
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