ChangelogNovember 12, 2026
Feature|Ongoing Subscriptions

Retain More Subscribers Automatically with Cancellation Flows

When a subscriber starts to cancel, Ongoing Subscriptions asks why and offers a fix for that reason, like delaying an order or changing how often it arrives. On for every store under Retention.

Every cancelled subscription means lost recurring revenue. But not every customer who starts cancelling actually wants to leave. Sometimes they just need a different delivery schedule, a different product, or a little more flexibility.

Our new Cancellation Flows help you keep more subscribers by automatically offering solutions to common reasons for cancelling, without adding work for your support team.

Turn cancellations into opportunities to retain customers

When a subscriber starts to cancel, Ongoing Subscriptions asks why they're leaving and presents a relevant offer based on their response.

You decide how to respond to each cancellation reason:

  • Too much product? Offer to skip or delay their next order.
  • Deliveries too frequent? Let them adjust their delivery schedule.
  • Need a break? Give them the option to pause instead of cancel.
  • Want something different? Help them switch products.
  • Moving? Let them update their delivery address.
  • Need assistance? Connect them with your support team.

Customers can accept an offer and make changes directly in their subscriber portal. Ongoing handles the process automatically, so your team doesn't have to.

A subscriber picks a reason for cancelling, then sees an offer to delay their next order by 1, 2 or 3 months
The subscriber picks a reason, then sees the offer for it. Continue cancelling stays on every screen.

Your cancellation flow, your way

Start with our recommended cancellation reasons, offers, and messaging, built around subscription retention best practices. Or customize the experience to fit your business.

Choose which reasons to display, decide what to offer for each one, personalize the messaging, and preview the entire experience before your customers see it.

Whether you prefer to use our defaults or tailor every detail, you remain in control of how your business approaches retention.

The cancel flow editor with a reason expanded to show its offer and default text
Edit cancel flow: turn reasons on or off, reorder them, pick an offer and change the text.

Retain more revenue with less manual work

Cancellation Flows help you address customer concerns at the moment they're considering leaving, without relying on your support team to intervene.

Customers get immediate solutions, your team spends less time handling routine cancellation requests, and your business has more opportunities to preserve recurring revenue.

You can also track cancellation attempts, saved subscriptions, save rates, and retained monthly recurring revenue to understand what's working.

The Retention page showing cancel flow starts, saves, cancellations, save rate, a 30-day chart and MRR kept
Retention shows how the flow is doing over the last 30 days.

A better experience for everyone

Good retention isn't about making it difficult to cancel. It's about helping customers find an arrangement that works for them.

Subscribers always have the option to continue cancelling, but now they can discover alternatives they might not have considered.

Cancellation Flows are on for every store, with our recommended reasons and offers. Find them under Retention in Ongoing Subscriptions.

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