Customize the SaaS Subscription Cancellation Flow

Introduction

The SaaS Subscription Cancellation Flow gives you the ability to customize the experience your clients encounter when they attempt to cancel their subscription. This feature allows you to gather valuable feedback, present retention offers, and manage the cancellation process with greater control, helping to reduce churn and improve client retention.

Understanding the Custom Cancellation Flow

This feature replaces the standard, immediate cancellation process with a branded, multi-step journey. You can configure each stage of the flow, including the collection of cancellation reasons, the presentation of special offers, and optional redirection to an external page. This creates a more thoughtful off-boarding experience designed to retain clients.

Key Benefits

• Gather Actionable Feedback: Collect structured and open-ended reasons for cancellation to identify areas for improvement in your service, pricing, or onboarding.
• Reduce Client Churn: Present time-sensitive discounts during the cancellation process to encourage clients to reconsider and stay subscribed.
• Enable Personalized Retention: Redirect users to an external page, such as a survey or a booking link, for a more hands-on retention effort outside the CRM.
• Maintain Full Visibility: Track every cancellation attempt and its outcome in real-time through detailed activity logs for reporting and analysis.
• Update Without Coding: Easily modify cancellation reasons, offers, and messaging at any time to test and refine your retention strategies.

Enable the Cancellation Flow

To make the cancellation options available to your clients, you must first enable the feature.

1. Navigate to the Agency View.
2. Open the SaaS Configurator.
3. Go to the Cancellation Settings section.
4. Toggle the master switch labeled Allow Clients to Cancel Subscription to the ON position.
5. Save your changes.

When this setting is ON, a Modify / Cancel button will appear in the billing dashboard of every sub-account. When OFF, the cancellation options are hidden, and control remains entirely with your agency. The default state for new businesses is OFF.

Manage Cancellation Reasons

Configuring a list of predefined reasons helps you understand why clients are leaving.

1. In the SaaS Configurator, go to Cancellation Settings.
2. Locate the section titled Manage Cancellation Reason.
3. To add a new reason, click the + (plus) icon.
4. To edit an existing reason, click the ✏️ (pencil) icon next to it.
5. An Other option is always included, allowing clients to provide a free-text response.

Offer a Discount to Retain Clients

You can configure the system to present a discount offer to a client before they finalize their cancellation.

1. In the Cancellation Settings, find the Offer Discount to Retain Clients section.
2. Toggle the Enable Discount Offer switch to ON.
3. Set the Discount % (e.g., 25%).
4. Set the Discount Duration (e.g., 3 months for a monthly plan).
5. Optionally, you can check a box to allow a sub-account to receive the discount offer more than once.
6. Save your settings.

When a client accepts the offer, the discount is automatically applied to their next billing cycle, and their cancellation is deflected. This feature is currently available for V1 sub-accounts only.

Redirect Users to an External Page

If you wish to handle the cancellation process on your own website or a different platform, you can redirect users instead of completing the cancellation within the CRM.

1. In the Cancellation Settings, locate the Redirect to External Page section.
2. Enter a valid URL in the provided field.
3. When this is enabled, users will be taken to this URL immediately after selecting a cancellation reason. The cancellation will not be processed within the CRM.

Track Cancellation Activity

All cancellation attempts are recorded in an activity log for your review.

1. In the Cancellation Settings, scroll to the Activity Logs section.
2. The log displays the sub-account name, user, timestamp, plan details, cancellation reason, outcome (Cancelled or Deflected), and the type of deflection (e.g., coupon, redirect).
3. Use the Download button to export the log data as a CSV file for external reporting or auditing.

Preview the Cancellation Flow

Before making the flow live for your clients, you can preview the entire experience to ensure everything is configured correctly.

1. From the Cancellation Settings page, click the Preview button located in the top-right corner.
2. A simulated version of the client's cancellation journey will open.
3. Navigate through each step to review the text, offers, and logic. No real coupons are issued, and no entries are added to the activity logs during a preview.

Frequently Asked Questions

Can a client accept the discount more than once?

Yes. Ensure the Allow Sub-Accounts to receive discount offer more than once option is checked in the discount settings.

What happens if a user is redirected externally and then closes their browser?

The subscription remains active because the in-app cancellation process was not completed. The Activity Log will list the outcome as Deflected – External Link.

Where can I see which user tried to cancel?

The User column in the Activity Logs shows the specific sub-account admin who initiated the cancellation attempt.

Can I export the activity log data?

Yes. Click the Download button in the Activity Logs section to export a CSV file containing all cancellation and deflection events, along with associated user and reason data.

Does Preview Mode create real coupons or log entries?

No. Preview Mode operates in a sandbox environment. It allows you to see the flow but does not issue real coupons, change subscription statuses, or write to the activity logs.