The Cancellation confirmation step is the final screen a customer sees once their subscription has been cancelled through your flow. It appears after every retention attempt has been declined and the cancellation has gone through, so it's your last chance to set expectations, reassure the customer, and point them somewhere useful. This article walks you through every setting on this step and how each one behaves for your customers.
What this step does
Every cancellation flow includes a confirmation step that's shown after the cancellation is processed. It's not a "last warning" — that's handled by the earlier summary screen where the customer reviews their decision. The confirmation step simply tells the customer the cancellation is done and gives them a clear way forward.
This step works the same whether your flow runs as the in-app widget or as a hosted cancel page.
Where to find it
Open Flows and go to Configure.
Select the flow you want to edit, or create a new one.
In the flow builder, open the section that holds the post-cancellation screens and expand Cancellation.
You can preview your changes live in the preview panel as you edit, exactly as your customers will see them.
The settings
The Cancellation confirmation step has four fields you can customize.
Headline
The main message at the top of the screen. Keep it short and clear — something that confirms the action is complete. If you leave it blank, customers see the default Cancellation confirmed. You can enter up to 60 characters.
Body text
A single supporting line shown below the headline. Use it to reassure the customer or explain what happens next, such as confirming that they won't be charged again. If you leave it blank, customers see the default You won't be billed again. You can enter up to 120 characters.
Button label
The text on the button at the bottom of the screen. This is where you guide the customer after they've cancelled — for example, back into your app or to a feedback page. If you leave it blank, the button reads Go to app. You can enter up to 40 characters.
⚠️ Button label is required to go live
If you clear the Button label field, the flow builder flags it and you won't be able to publish the flow until you enter a label.
Button URL
Where the button sends the customer when they click it. This field is optional, and its behavior depends on whether you fill it in:
Enter a destination (for example yourapp.com or https://yourapp.com) and the button opens that address in a new tab.
Leave it blank and the button simply closes the widget on click.
If you do enter a value, it has to be a valid web address. You can type a bare domain like yourapp.com — there's no need to add https:// yourself. If the address isn't valid, the field is highlighted with a warning.
⚠️ An invalid URL blocks publishing
As long as the Button URL contains something that isn't a valid address, the flow can't go live. Either correct the address or clear the field to publish.
Saving your changes
Edit the fields and watch the preview update in real time. When you're happy, save the flow. If the flow is live, your customers will see the updated confirmation screen on their next cancellation.
💡 Tip: make the button useful
A cancelled customer is still a customer you may win back. Point the button at a re-subscribe page, a downgrade option, or a short exit survey instead of just closing the window.