Configure Cancel Flow global settings
Skio's global cancel flow settings control how cancellation works across all your cancel flows.
To access these settings:
In your Skio Dashboard, click the Retain drop-down and select Cancel Flows.
Click the Settings button.
Cancel compliance settings
The Cancel compliance setting ensures compliance with specific areas like Colorado and California’s consumer protection laws by allowing customers with shipping addresses in relevant regions to cancel immediately at any point in the flow.
When this toggle is enabled, customers with shipping addresses in Colorado and California:
Must go through the full Cancel Flow experience.
Can cancel at any time by clicking Cancel anyway.
Has the option to provide a cancellation reason after canceling.
Discount cooldown
The discount cooldown setting prevents customers from repeatedly triggering cancel discounts by setting a waiting period between discount offers. Enter the number of days a customer must wait before becoming eligible for another cancel discount. This helps reduce discount abuse from customers who cancel and resubscribe frequently. The default value is 100 days.
As an example, you can input a 30 day discount eligibility limit to once per month.
Show credits block
Enabling the Show credits block setting encourages customers to use their existing store credits instead of canceling. When enabled, customers with available credits see a prompt during the cancel flow reminding them they can apply those credits to their subscription. This prompt only appears for customers with a credit balance.
Personalization settings
Use the Personalization settings to match your cancel flow's visual design to your brand. These customizations apply only to the cancel experience and won't affect the rest of your Customer Portal, giving you complete control over how your retention flow looks and feels.
Customize the following elements:
Header text: Titles like "
Before you go..."Body text: Regular paragraph content
Primary button: Background and text for key action buttons like "Keep Subscription"
Secondary button: Text-only buttons for less prominent actions
Background colors: Page background and accent cards
Accent color: Links, highlights, and icons
Configure Cancel Flow-level settings
While global settings apply to all Cancel Flows by default, you can further customize individual Cancel Flows with additional branding and messaging options.
To access these settings:
In your Skio Dashboard, click the Retain drop-down and select Cancel Flows.
Click into a specific Cancel Flow.
Click the Settings button.
Custom flow HTML section
Add branded HTML and CSS to the top of a specific cancel flow when toggling this setting on.
Use cases:
Display a personalized message showing value: Use
{{ savedBySubscribing }}to show how much the customer has saved by subscribing.Add custom styling with a
<style></style>block.Include brand-specific messaging or trust signals. Add custom copy that reinforces why customers love your brand, highlight the benefits they'll lose by canceling, or display social proof like customer testimonials, satisfaction ratings, or product awards. This reminds customers of your value at a critical moment and can help prevent cancellations.
Custom images and videos
Display branded visuals at key points in your cancel flow to reinforce value or build trust.
Cancel Flow step | Description |
|---|---|
Cancellation reason selection | Appears when customers select why they're canceling |
Discount offer | Displays alongside retention discounts |
Subscription cancelled | Shows after a customer completes cancellation |
Changes saved | Appears when a customer updates their subscription instead of canceling |
Format requirements:
Provide an externally hosted image or video URL
Recommended aspect ratio: 16:9 for optimal display quality