Cancellation Flow

Watch the Video

How Does It Work?

From their account, a subscriber has the ability to cancel their subscription. The idea is to ask them a few questions to understand their reasons, then customize different scenarios to ensure they really want to unsubscribe.

The cancellation flow is a pre-configured feature in the solution. To activate it, you will need to customize two steps:

Create questions that will be asked to the subscriber
Customize the messages for the different scenarios from the Unsubscribe Settings section

These 2 sections, Questions and Unsubscribe Settings, are accessible by clicking on My Sites from the left column, then View (small eye icon).

Create Your Questions

To create questions, from the Questions section, click create. Enter the wording of your question and whether the answer will be chosen from a list of responses or if the subscriber will need to check their answer from the proposed options.

You can modify these questions at any time and delete them if needed.

Once your questions are created, when the subscriber clicks to cancel their subscription from their account, they access these questions. They can ultimately choose to stay (by clicking the “I’ll stay after all” button) or must answer the questions to be able to click the “I no longer want the box” button.

You will find the answers to these questions in the Survey section in the left column.

From the Unsubscribe Settings section, by clicking Modify, you can change the image displayed alongside the questions asked to the subscriber.

Customize the Cancellation Flow

Once your subscriber has answered the questions, they have the option to click “I no longer want the box” or “I’ll stay after all”. In the latter case, they arrive on a page with a message that you can customize in the Unsubscribe Settings section, by clicking modify and then positioning yourself in the free editing window “Click on I’ll stay after all”.

If the subscriber clicks “I no longer want the box”, they arrive on the page “Are we saying goodbye for a day or forever”. To customize the title of this page and add a visual for example, position yourself in the free editing window named “First part”. From this page, the subscriber can choose to continue canceling their subscription or simply take a break. In this case, they will click on “Let’s take a break” and arrive on an already configured page.

Following this step, a discount will be offered to them and if the person chooses to take advantage of it, the discount will be automatically applied to the next payment. At this stage, the message can be customized from the free editing window “Discount offer”.

If the person really wants to unsubscribe, they arrive on the final page confirming their cancellation. The content of this page can be customized in the field named unsubscription confirmation.

Subscription Management

If a subscriber has canceled their subscription (subscription terminated) and then decides to resume it, this automatically triggers a payment attempt. If the transaction is successful, the subscription becomes active again and a delivery slip is generated with a scheduled date for the day after the subscription resumes.

However, if a subscriber has chosen to pause for 1, 2, or 3 months and then decides to lift the grace period (cancel the pause), the next payment attempt corresponds to the date of the next renewal for the subscription in question (A transaction is scheduled for the next billing cycle.).