A2 · Ordergroove
Cancel Flows
A configurable subscriber-retention experience that helps merchants save subscriptions at the point of cancellation.
Context
Cancel Flows gives merchants a chance to keep a subscriber at the moment they decide to cancel: ask why they are leaving, then offer something that fits the answer.
The work
- Subscribers who click cancel see a short survey asking why. Their answer decides what comes next: a discount, a pause, a skip, or custom content the merchant writes.
- Merchants configure everything in the merchant admin: the discount and the conditions for offering it, and the contents of a custom offer, including a video or image URL.
- A merchant can keep several flows, with one live at a time. Each flow is stored as JSON that advanced merchants could edit directly.
- The flow renders inside each merchant's own site, so its styling had to work with their existing styles.
- Every step of the flow fires an analytics event.
How it fits together
- Subscriber clicks cancel
- Reason survey
- Offer for that reasonDiscount, pause, skip or custom content
- Saved or cancelled
Try it
Before you go
Analytics events
No events yet
Merchant configuration (JSON)
{
"merchant": "Brightside Coffee",
"reasons": [
{
"id": "too-expensive",
"label": "It costs too much"
},
{
"id": "too-much-product",
"label": "I have too much product"
},
{
"id": "going-away",
"label": "I'm going away for a while"
},
{
"id": "other",
"label": "Something else"
}
],
"offers": {
"too-expensive": {
"kind": "discount",
"percent": 20
},
"too-much-product": {
"kind": "skip"
},
"going-away": {
"kind": "pause",
"weeks": 4
},
"other": {
"kind": "custom",
"title": "Tell us what would help",
"body": "Our team reads every reply and can tailor your plan."
}
}
}Result
It increased the save rate for the first merchants who tried it.