--- title: "Cancellation flow" description: "Set up the cancellation flow: questions asked to the subscriber, pause option, retention discount and the custom message shown at each step." url: https://www.ciklik.academy/en/retention/tunnel-de-desabonnement/ lang: en lastUpdated: 2026-10-09 --- # Cancellation flow > Box store > > This page applies to box stores hosted by Ciklik. Using the PrestaShop module? [See the PrestaShop documentation](https://www.ciklik.academy/en/prestashop/). Key points Ciklik’s cancellation flow shows up when a box shop subscriber tries to cancel from their account: they first answer your questions, are then offered a pause, then a discount, before their cancellation is confirmed. The pause lasts 1 to 3 months (or weeks for a weekly plan), and the subscription resumes automatically at the end of it. The discount, whose amount you set, is applied to the next payment if the subscriber accepts it; it is not offered again to a subscriber who used it in the last 9 months. Questions, messages and the discount amount are set in Marketing > Unsubscription, and answers are reviewed in Analysis. ## Watch the Video [Video](https://player.vimeo.com/video/737538149) > Note > > The messages contained in the cancellation flow steps can be customized using the buttons that give access to the [visual editor](https://www.ciklik.academy/en/contenu-pages/creer-sa-page-d-accueil-et-des-pages-de-contenu-avec-l-editeur-visuel/). ## 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 and the amount of the discount offered from the **Settings** section These sections are in the left column, **Marketing** section, **Unsubscription** group: **Questions**, **Settings** and **Analysis** (your subscribers’ answers). ### Create Your Questions 1. From the **Questions** section, click **Create**. 2. Enter the wording of your question (**Question**), its **Position**, and its **Type**: **Dropdown** (answer chosen from a list) or **Checkbox** (the subscriber checks their answer from the proposed options). 3. Then add the possible answers from the question’s detail page. 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 “Finally I stay” button) or must answer all the questions to be able to click the “I don’t want a box anymore” button. You will find the answers to these questions in **Marketing > Unsubscription > Analysis**. From the **Settings** section, by clicking Edit, you can change the image displayed alongside the questions asked to the subscriber (**Question Image (square)** field). ### Customize the Cancellation Flow Once your subscriber has answered the questions, they have the option to click “**I don’t want a box anymore**” or “**Finally I stay**”. In the latter case, they arrive on a page with a message that you can customize in the **Settings** section, by clicking edit and then positioning yourself in the free editing window “**Click on: I’ll Stay After All**”. If the subscriber clicks “**I don’t want a box anymore**”, they arrive on a page offering them a pause (default text: “Before cancelling, you can also pause your subscription.”). To customize the text 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 choose a duration of 1 to 3 periods of their plan. If they continue with the cancellation, a **discount** will be offered to them. Its amount is set in the **Discount Amount** field of the **Settings** section. If the person chooses to take advantage of it (“**Claim discount**”), the discount will be automatically applied to the next payment. At this stage, the message can be customized from the free editing window “**Discount Proposal**”. > Note > > The discount coupon will not be offered again if it has been used once in the last 9 months. 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.). ## Frequently asked questions ### How do I offer a retention deal to a subscriber who wants to cancel? With the cancellation flow. After the questions, the subscriber is offered a pause of 1 to 3 periods of their plan, then a discount on their next payment, whose amount you set in Marketing > Unsubscription > Settings. ### Does the flow show up if I haven't created any question? No. The cancellation flow only shows up once at least one question has been created in Marketing > Unsubscription > Questions. Without any question, the subscriber cancels directly from their subscription list, without going through the flow. ### Can the subscriber change their mind along the way? Yes. The “Finally I stay” button is offered from the questions step onwards. It leads to a page whose message you customize in the Settings section. ### Is the discount offered every time someone tries to cancel? No. The discount coupon is not offered again to a subscriber who used it in the last 9 months. In that case, the cancellation is confirmed without a discount offer. ### What happens if a subscriber resumes a cancelled subscription? Resuming automatically triggers a payment attempt. If it succeeds, the subscription becomes active again and a delivery slip is scheduled for the day after the subscription resumes. ## See also [Marketing actions to reduce churn](https://www.ciklik.academy/en/retention/actions-marketing-pour-limiter-le-churn/) [Anti-churn campaign: recover failed payments with marketing offers](https://www.ciklik.academy/en/retention/campagne-anti-churn-rattraper-vos-impayes-via-des-offres-marketing/) [Subscription management](https://www.ciklik.academy/en/gestion-commandes/gestion-des-abonnements/)