---
title: "How to configure Cancel Flow settings"
slug: "how-to-configure-cancel-flow-settings"
updated: 2026-03-30T18:15:12Z
published: 2026-03-30T18:15:12Z
canonical: "help.skio.com/how-to-configure-cancel-flow-settings"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.skio.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to configure Cancel Flow settings

## Configure Cancel Flow global settings

Skio's global cancel flow settings control how cancellation works across all your cancel flows.

To access these settings:

1. In your Skio Dashboard, click the **Retain** drop-down****and select **Cancel Flows**.
2. Click the **Settings** button. ![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-02-10 at 15.19.33.png)

### **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.

You can also enable **Apply cooldown per customer** to extend the cooldown across all of a customer’s subscriptions. When enabled, if any subscription receives a cancel discount, the cooldown applies to the entire customer. This means other subscriptions owned by that customer will not be eligible for a cancel discount until the cooldown period has passed. This helps prevent customers with multiple subscriptions from bypassing the cooldown by triggering discounts on different subscriptions.

![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-03-30 at 14.14.41.png)

### **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.

![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-02-10 at 15.37.25.png)

### **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:

1. In your Skio Dashboard, click the **Retain** drop-down****and select **Cancel Flows**.
2. Click into a specific Cancel Flow.
3. Click the **Settings**button. ![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-02-24 at 14.30.54.png)

### **Custom flow HTML section**

Add branded HTML and CSS to the top of a specific cancel flow when toggling this setting on.

![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-02-10 at 15.44.09.png)

**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

Your Skio Dashboard is the backend view of Skio where you manage your subscription program. This is the page you see when you log in to the Skio app, and it's where you'll configure products, view customer data, adjust settings, and access analytics to monitor your subscription performance.

The Customer Portal is an interface that allows subscribers to manage their subscriptions, including options to pause, modify, or cancel their subscription plans.