A cancel flow is the experience your customers move through when they attempt to cancel their subscription. Creating one takes just a few minutes. This article walks you through every step from creation to publishing.
Step 1: Create the flow
From the main navigation, click Flows
Click Create flow
Choose a starting point: Start from scratch or select a pre-built template
Give your flow a name (this is internal only and not visible to customers)
Select the flow type: Widget or Cancel Page
💡 Not sure which type to choose?
Read Widget Flow vs. Cancel Page Flow for a side-by-side comparison to help you decide.
Step 2: Configure the flow steps
Your flow editor has four configurable steps. Work through each one:
Survey: add your cancellation reasons and enable the step (guide →)
Offers: create at least one retention offer and target it to a cancel reason or audience segment (guide →)
Feedback: optionally enable an open-ended feedback question
Confirmation: customise the final screen the customer sees after cancelling
Step 3: Design and branding
Click the Design tab to customise how your flow looks. You can set your logo, accent colour, background colour, and button styles. Changes are reflected live in the preview panel.
Step 4: Publish
When you are happy with the flow, click Publish in the top right corner. The flow will not show to customers until it is published.
⚠️ Test before going live
Before publishing to your live site, run through the flow yourself to check every step looks and works as expected. See Testing Your Cancel Flow Before Going Live for a checklist.
💬 Questions or concerns?
Get help from our support specialists at Churn.io. Click the chat icon at the bottom of your screen to reach us directly.