A cancellation flow sits between the Cancel button in the customer account and the cancellation itself. The customer picks a reason, and the app answers it with a counter-offer. You get a saved subscription, or at least a recorded reason.
The cancellation flow needs a paid plan, Growth or higher. On the Free plan the Retention page shows an upgrade notice instead.
Go to Apps → Progus Subscriptions → Retention and open the Cancellation Flow tab. Enable cancellation flow is ticked to start with, so customers already see the survey. Untick it to let them cancel without questions.
Tick Also apply this flow when the customer tries to pause their subscription if pausing should show the same survey. The flow then finishes with a pause instead of a cancellation.
Default discount percentage takes a whole number from 1 to 100. It is used whenever a reason offers a discount but has no value of its own. Three of the five starting reasons carry their own 20%; the skip reason and the swap reason carry nothing, so this field matters from the start. It also prefills Offer value when you switch a reason to a discount.
Five reasons are there to start with: "I have too much product", "It's too expensive", "I want to try something different", "I'm not satisfied with the quality" and "Other reason".
Each reason has a Reason label the customer reads, and a Counter-offer type:
Skip next delivery: skips the next billing cycle and keeps the subscription running.
Apply discount: applies a percentage discount to the next order. Set Offer value to override the default.
Swap product: sends the customer to the swap picker for their current product.
No offer: goes straight to the confirmation step.
Use Add reason for your own reasons, untick Enabled to hide one without deleting it, then Save.
Each subscription can accept one retention discount, ever. After that, a reason set to Apply discount goes straight to confirmation.
If a reason offers a swap but the subscription has no swap options, the app offers a discount instead, using that reason's Offer value, or the default when it has none.
On a club subscription, a reason set to Swap product is turned into a discount offer before the customer sees it, and that discount is refused the moment they accept it. Point your club reasons at Skip next delivery or No offer.
Declining the offer always leaves the customer able to finish cancelling.
A cancellation on a Mollie-billed subscription skips this flow. It opens a plain confirmation dialog instead.
Create swap groups first if you want to use the Swap product offer, otherwise it falls back to a discount.
After a week, open the Cancellation Reasons and Accepted Offers tabs to see what customers actually pick.
Check that Cancel subscription is still on under Settings → Customer Portal, or customers never reach the flow.
Stuck on any of this? Open the chat in the bottom right corner of the app and we will help you set it up.
