Note
The Cancel Flow Dashboard helps you analyze subscriber churn and evaluate the effectiveness of your retention efforts. Use it to understand your true save rate, identify which cancellation reasons and save actions perform best, and see how cancel flow churn compares to other sources like merchant cancellations and passive churn.
Before you start
Check your dashboard version: This guide covers the latest version (V3) of the Cancel Flow Dashboard. If you're using an older version, some features and metrics may appear differently. You can identify V3 by the Total Cancellation Analysis section at the top and the separate Session vs. Subscription KPI cards.
Permissions required: You need admin access or access to analytics to view the Cancel Flow Dashboard. Learn more about permissions.
Data refresh frequency: The dashboards update every four hours. Data for the current day may lag slightly compared to real-time Shopify reporting.
What you should know: The V3 dashboard uses state change tables that create a true historical record of subscription statuses. This eliminates the double-counting issues from older versions and lets you determine the final outcome of a subscription with absolute precision.
Exporting data: You can export the aggregated data as it appears in the tables on the dashboard. Raw, session-level data Exports are planned for a future update.
What is the Cancel Flow Dashboard?
The Cancel Flow Dashboard is your tool for understanding and optimizing subscriber retention through your cancellation experience. It answers critical questions like:
What is our true cancel flow save rate?
How does our save rate differ by cancellation reason or sub-reason?
Which save actions (discounts, delays, etc.) are most effective at retaining customers?
Is our cancel flow the biggest churn driver, or are merchant cancellations or passive churn more significant?
For a specific cancellation reason, what actions do subscribers take and what's the success rate?
The dashboard helps you make strategic decisions to reduce churn and improve subscriber retention.
Filters and KPI cards
At the top of the dashboard, you'll find controls for customizing your view:
Date Range Picker: Select the time period you want to analyze
Revenue Type Selector: Choose between Total Sales (including shipping and taxes), Net Sales (after discounts), or Gross Sales (before discounts)
Granularity Selector: View data by Daily, Weekly, Monthly, or Quarterly periods
Total Cancellations: Count of all subscriptions cancelled during the period, regardless of source (matches the Overview dashboard)
Churn Rate %: Of subscriptions active at the start of the period, what percentage cancelled during the period
Active Churn Rate %: Of subscriptions active at the start of the period, what percentage were actively cancelled by subscribers through cancel flow
This site-wide view provides critical context, showing what percentage of your total churn is actually addressable through the cancel flow feature.
Cancellation Breakdown
A table showing the daily trend of total cancellations, broken out by source:
Cancel Flow (by subscriber)
Merchant (in the Skio Dashboard)
Passive Churn (from dunning)
Other (e.g., via the API or SkioSMS)
You can hover over the graph to see the breakdown of the data reflected (5).
Cancellation and Save Trends
A time-series graph showing the cancellation breakdown over time for your selected date range, displaying:
Saved sessions: the total save and cancel count of
Cancelled sessions
Use this to spot trends in retention performance and identify periods with unusually high or low save rates. You can hover over the graph to see the breakdown of the data reflected (3).
Cancel reason breakdown
An interactive table listing parent cancellation reasons with their performance metrics. Click on Final reasons to see the breakdown of all the associated sub-reasons (6).
For each reason, you'll see:
Total session count
Saved sessions
Cancelled sessions
Save Rate % (the percentage of sessions that resulted in a save)
% of the total reasons
Saved reason breakdown
A table grouping all saved sessions by the retention treatment offered and the cancellation reason selected. For each save action, you'll see:
Treatment: The type of save offer (discount, delay, swap, etc.)
Final Reason: The cancellation reason the subscriber selected before accepting the save
Session count: Number of times this combination occurred
Revenue after: Revenue generated after the save
Orders after: Orders processed after the save
% of the total: Percentage of all saved sessions
The revenue and orders data helps you understand whether these retention actions lead to valuable, long-term customer behavior. Click on Final reasons to see the breakdown of all the associated sub-reasons (7).
Cancel Flow Session data
A detailed table at the bottom of the dashboard showing raw data for individual cancellation sessions. For each session, you'll see:
Customer: The customer's email address
Parent Reason: The top-level cancellation reason category selected
Final Reason: The specific sub-reason or detailed reason provided
Session Status: Whether the session resulted in Cancelled or Saved
MRR: The monthly Recurring Revenue associated with that subscription
This table provides session-level detail for deeper analysis and can be exported for custom reporting outside the dashboard.