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Cancellation and pause flows

Not every customer who clicks "cancel" really wants to leave. Many just need a break or a small incentive to stay. Cancellation and pause flows let you guide those customers through a few steps before they go, so you can save subscriptions you'd otherwise lose. This guide covers both.

To set these up, go to Super Subscriptions > Grow and open Cancellation flows or Pause flows.

Cancellation flows
Pause flows
Reactivation incentives
Counter-offers and cooldowns
Templates and metrics
Related guides

Cancellation flows

A cancellation flow is what a customer sees in the portal when they try to cancel. You can include:

Step 1, ask for a reason. Offer a short list of cancellation reasons (best practice is 4 to 6). You can also show an optional free-text field for extra detail.
A counter-offer per reason. Each reason can present its own incentive to stay, for example a discount for "Too expensive", or a skip/pause suggestion for "I have too much stock".
Alternatives. Encourage pausing or skipping instead of cancelling.
Win-back. Optionally follow up after cancellation, for example a 30-day win-back email or a last-chance email with an exclusive offer.

If the customer still wants to cancel after these steps, the cancellation completes as normal.

Pause flows

A pause flow is the equivalent experience when a customer pauses. You can:

Ask for a reason when pausing, with an optional counter-offer per reason (just like cancellation).
Set a maximum pause duration so subscriptions don't stay paused indefinitely.
Auto-resume the subscription automatically when the pause period ends.
Offer a reactivation incentive to bring paused customers back (see below).

Pausing keeps the customer subscribed, so offering a pause is often a better outcome than losing them to a cancellation.

Reactivation incentives

A pause flow can also carry a reactivation incentive: a discount aimed at customers who are already paused, to encourage them to start ordering again.

It is separate from the counter-offers above, and it appears at a different moment:

A counter-offer is shown while the customer is pausing, right after they pick a reason. It is a last attempt to keep them subscribed.
A reactivation incentive is shown when the customer comes back to restart, and is included in the win-back incentive email sent while they are paused.

So a customer pausing today sees only the counter-offer for the reason they chose. They see the reactivation offer later, when they return to resume.

The discount is applied automatically to the subscription. There is no code for the customer to enter, and it shows on their next invoice.

Choosing who receives it. In the Reactivation incentive section you can turn on "Don't offer this to customers who already accepted a discount". With it on, a customer who took an offer when pausing keeps that discount and is not given the reactivation one as well, no matter how much time has passed. Leave it off and the cooldown below decides instead.

Counter-offers and cooldowns

Counter-offers are the heart of these flows: a targeted discount or alternative shown at the moment a customer is about to leave. To stop the same customer claiming offers repeatedly, set a cooldown between incentives (in days), so a discount can't be re-triggered by cancelling again right away.

Offers do not stack. The cooldown applies across the whole flow, so a customer who accepts a discount on the way out will not also receive the reactivation discount on top of it until the cooldown has passed. Whichever offer they accept first is the one they get. If you would rather that never happen, even after the cooldown, use the setting described above.

Templates and metrics

Templates give you a ready-made flow (reasons plus offers) you can adjust, so you don't start from scratch.
Metrics on each flow show how it's performing, how many customers were shown the flow and how many were saved, so you can refine your reasons and offers over time.

Customer-facing text in these flows (reasons, offer messages, button labels) is translatable, so it appears in your customers' language. See Translations.

Updated on: 08/06/2026

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