Set up the cancellation save flow

The cancellation save flow intercepts a customer clicking Cancel in their portal with a short, optional sequence of retention offers and a reason survey, before letting the cancellation go through. This tutorial configures it from scratch.

Background reading: Customer Portal → Cancellation save flow.

1. Check portal actions first

The save flow can only offer an action that’s actually enabled in the portal.

1. Go to Settings → Portal actions.
2. Confirm Pause and Skip next order are both turned on (they are by default). If either is off, the matching offer in the save flow won’t be available to enable.

2. Configure the save flow

1. Go to Settings → Cancellation save flow.
2. Turn on Offer to pause instead of cancelling if you want a “take a break” offer to appear.
3. Turn on Offer to skip the next order instead if you want a lighter-touch offer to appear alongside (or instead of) pause.
4. If you want to capture why customers are leaving, turn on Ask cancellation reason. This reveals a reasons textarea — one reason per line. Edit the default list (Too expensive / Not using it enough / Found a better option / Shipping took too long / Other) to match language your customers actually use.
5. Click Save.

3. Understand what customers will see

With both offers and the survey on, a customer clicking Cancel sees, in order:

1. “Before you go” with pause/skip offer cards (only the ones applicable to their subscription’s current state — e.g. skip won’t show if there’s no upcoming order left to skip).
2. “Why are you cancelling?” — the reason dropdown, optional.
3. “Cancel subscription?” — the final, irreversible confirm.

Every step has an escape hatch (“Never mind” / “Keep my subscription”). If you turn everything off, the flow collapses to a single confirm step — it’s never worse than not having a save flow at all.

4. Verify it

1. As a test customer, open Manage subscriptions and click Cancel on an active subscription.
2. Confirm the offers you enabled appear, accept one, and verify the subscription is paused or skipped (not cancelled).
3. Repeat, this time clicking through to cancel, and pick a reason.
4. In the RebillCart admin, open Churn Insights and confirm the reason you picked shows up under cancellation drivers, and (if you accepted an offer in step 2) that it’s reflected in the save-rate metrics.

Next steps

Watch Churn Insights over the following weeks — if save rate is low, it usually means the offers on screen aren’t the right ones for why people are actually leaving (check the reason breakdown to see why).