The Feedback step is the open-text question your cancel flow asks just before a customer leaves. Unlike the survey, which collects a single tap-to-choose cancellation reason, the feedback step gives customers a free-text box to explain themselves in their own words — "What could we have done better?" This article walks you through configuring the feedback step, controlling whether it's required, and where to read the answers your customers leave.
What the feedback step does
Every cancel flow includes a feedback step as one of its built-in stages, alongside the survey, offers, confirmation, and cancellation screens. When a customer reaches it, they see your headline, your question, and a text box where they can type a longer response. Their answer is saved with the cancellation session so you can review it later.
Use the feedback step when you want qualitative detail — the "why" behind a cancellation that a fixed list of reasons can't capture.
Step-by-step: configuring the feedback step
Go to Flows and open the flow you want to edit, or create a new one with Create flow.
In the flow builder, open the Feedback section.
Set the Headline — the bold title shown above the text box (up to 60 characters). A blank headline falls back to a default.
Set the Question — the prompt that tells customers what to write about (up to 120 characters). Leaving it blank shows a default such as "What could we have done better?"
Adjust the remaining options below to control how the box behaves.
Save your changes when you're done.
Required responses and options
Three settings let you decide how much you ask of the customer:
Min. characters — the minimum length a customer must type before the Send feedback button becomes active. Use the minus and plus controls to set any value from 0 up to 50. Leave it at 0 to accept any answer, including a single word.
Show minimum characters — when on, a live character counter appears beneath the text box so the customer can see how close they are to the minimum. The counter turns green once they've met it.
Show skip button — when on, a Skip link lets the customer bypass the feedback step entirely and continue without typing anything.
⚠️ Don't make feedback a dead end
If you set a minimum character count and turn the skip button off, a customer who has nothing more to say can't move forward. For most flows, either keep the minimum low or leave the skip button on so no one gets stuck.
Feedback vs. the survey step
It's easy to confuse the two text steps, so here's the difference:
The Survey step asks customers to pick a cancellation reason from a list you define, and can show follow-up questions or offers based on which reason they choose.
The Feedback step is a single open-ended text box for whatever the customer wants to add in their own words.
Many merchants use both: the survey captures a reason you can chart and trend over time, and the feedback step captures the nuance.
💡 Preview before you publish
The flow builder shows a live preview of your widget as you type. Watch the feedback screen update with your headline, question, character counter, and skip link so you know exactly what customers will see.
Where to read the responses
When a customer submits feedback, their text is stored with that cancellation session. To read it, open the Dashboard, find the session in the session log, and view its detail — the feedback the customer wrote appears there alongside the reason they selected and the outcome of the session.
Because every response is tied to a real session, you can connect what someone wrote to whether they ended up staying or cancelling, and to any offer they were shown — turning open-text comments into a steady source of insight into why customers leave.