Cancel Flow Dashboard

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 compare cancel flow churn with other sources like manual cancellations and passive churn.

Before you start

• Permissions required: You need admin access or access to analytics to view the Cancel Flow Dashboard.

• 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 is organized into two sections: Store-wide Cancellations, which shows subscription-level cancellation data across your whole store, and Cancel flow performance, which shows session-based data from subscribers who actually entered a specific cancel flow.

Store-wide Cancellations (subscription-level)

This section shows overall cancellation activity across your store, regardless of whether a customer went through a cancel flow.

Filters and KPI cards

At the top of the dashboard, you’ll find controls that allow you to customize your view:

• Date Range Picker: Select the time period you want to analyze

• Revenue Type Selector: Choose between Net sales (after discounts), or Gross sales (before discounts)

• Granularity Selector: View data by Daily and Weekly periods

• Segment Filter: Apply custom created segments to filter the dashboard. By default, displays data for all subscriptions

• Filter by product: Narrow your analysis to specific products. You can filter by Current Product (subscriptions that contain the product today) or Event Timestamp (product active at the moment of the event). Search by product name, ID, handle, or collection to find specific items.

• 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 context by showing what percentage of your total churn occurs through the cancel flow. This highlights the portion of cancellations where retention offers can help prevent churn.

Cancellation breakdown

This table shows the daily trend of total cancellations, broken out by source:

• Cancel Flow: Initiated by the subscriber

• Merchant-Initiated Cancellation: From the Skio Dashboard

• Passive Churn: Failed payments from dunning

• Other: For example, cancellations via the API or other integrations

Hover over the graph to see the breakdown of the data reflected.

Cancel flow performance (session-based)

This section shows survey responses, saves, and outcomes from subscribers who entered a cancel flow. Its background is shaded separately from Store-wide Cancellations so it's clear you're looking at session-level data.

Filter by individual cancel flow

Use the cancel flow filter in the top right of Cancel flow performance to narrow the section's data to a single flow instead of seeing everything blended together.

• What it lists: The dropdown lists your cancel flows by name, matching the names in the Cancel Flow table in the flow builder, along with each flow's status (for example, Active, In Progress, or Archived).

• Default view: The dropdown defaults to All cancel flows, which shows analytics across all cancel flows blended together. Pick a specific flow to narrow the view to just that flow.

• Single-select only: You can view one flow at a time, not multiple flows at once.

• What it affects: This filter only applies to the tables and charts under the Cancel flow performance section: Cancellation and Save Trends, Cancel reason breakdown, Saved reason breakdown, and Cancel Flow Session Data. The KPI cards and cancellation breakdown in Store-wide Cancellations don't change regardless of what you pick here.

• Flow versions: This filter ignores versioning. All sessions for a flow roll up under one name, so you don't need to think about which version of a flow a session came from.

The cancel flow filter doesn't work together with the product filter or the segment filter. If either of those is already applied, the cancel flow dropdown is disabled.

Cancellation and Save Trends

A time-series graph showing the cancellation breakdown over time for your selected date range, displaying:

• Save rate: The count of save sessions out of all cancel flow sessions in the date range.

• Saved sessions: The count of save sessions in the cancel flow in the date range.

• Cancelled sessions: The count of cancelled sessions in the cancel flow in the date range.

Spot trends in retention performance and identify periods with unusually high or low save rates by hovering over twhe graph to see a detailed breakdown of the data.

Cancel reason breakdown

This table lists parent cancellation reasons with their performance metrics. Click on Final reasons to see the breakdown of all the associated sub-reasons.

• Reason: The cancellation reason selected during the cancel flow that resulted in a saved or cancelled session in the date range.

• Session count: The sum of all sessions, both saved and cancelled, created in the date range.

• Saved sessions: The total count of saved cancel flow sessions in the date range.

• Cancelled sessions: The total count of cancelled cancel flow sessions in the date range.

• Save rate: The count of saved cancel flow sessions out of all cancel flow session counts in the date range.

• % of the total: The percentage of all cancel flow sessions, both cancelled and saved, that selected this reason in the date range.

Click any row to filter the Cancellation and Save Trends graph above to show data for that reason only. The selected reason will appear as a label in the graph. Click the row again to clear the filter.

Saved reason breakdown

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.

This table groups all saved sessions by the retention treatment offered and the cancellation reason selected.

• Treatment: The action selected in the cancel flow session that saved the subscription from being cancelled in that session in the date range.

• Final Reason: The last reason selected in the cancel flow. If the reason selected is not a sub-reason with a parent reason, then this final reason is also the main reason.

• Count: The sum of all sessions, both saved and cancelled, created in the date range.

• Revenue after: The total revenue generated by subscriptions after they were saved by this action in the date range. Note: Revenue is from all orders after the session up until today.

• Orders after: The total count of orders processed by subscriptions after they were saved by this action in the date range. Note: This includes all orders from these subscriptions after the session up until today.

• % of the total: The percentage of saved sessions in the date range that were saved by this action.

Click any row to filter the Cancellation and Save Trends graph above to show data for that treatment only. The selected treatment will appear as a label in the graph. Click the row again to clear the filter.

Cancel Flow Session Data

This table shows raw data for individual cancellation sessions. For each session, you'll see:

• Customer: The customer's email address

• Main 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

• Treatment Value: The value of the offer the customer accepted when saved, such as the discount amount, pause or skip duration, new frequency, or delay length. Shows a dash when the save action has no value (e.g. contact support) or the value was not recorded (older sessions).

• MRR: The monthly Recurring Revenue associated with that subscription

• See subscription link: Redirects you to the subscription card of the cancelled subscription.

The Cancel Flow Session Data table provides session-level detail for deeper analysis and can be exported for custom reporting outside the dashboard.