Cancellation Flow

What is Cancellation Flow?

A cancellation flow is the series of steps and screens a user goes through when they attempt to end their subscription. It often includes feedback surveys, “save” offers, and clear information about when their access will officially end.

Why It Matters

• It provides a final opportunity to retain the customer with targeted discounts or alternative plans.

• It gathers valuable data on why customers are leaving, which can inform product improvements.

• It ensures that the cancellation process is transparent and compliant with consumer protection laws.

• It helps manage the transition of the account from active to canceled status within the billing system.