How to create and manage Cancel Flows

Updated
  • Updated on Nov 25, 2025
  • 6 minute(s) read
  • K
 Prev Next

Before you start

You should have:

  • Access to Cancel Flows in your user permissions (in Account > Users)

  • A clear understanding of which customer segments you want to target

  • An idea of what retention strategies or offers you want to test

If you're migrating from the older Cancel Flow feature, your existing cancel flow will automatically become your Default flow. You can edit it or create new flows to target specific customer segments.

How to create a Cancel Flow

  1. In the lefthand menu of your Skio Dashboard, go to Features > Cancel Flow. You'll see the Cancel Flows list view showing all your flows grouped by status: Active, Draft, and Archived

  2. Click + Create new flow in the top-right corner. The flow builder opens with the default flow already set up.

  3. In the Start node, click Add condition

  4. Select your condition type (Customer, Subscription, Product, or Other) and configure each condition accordingly

  5. To add multiple conditions, click Add condition again and choose whether to use AND or OR logic

Examples:

  • To target new customers with only one order, you would set Order number equals 1

  • To filter out international customers, you would set Subscription country equals United States

See full list of conditions here

Customer-based conditions

  • Customer tag: Filter by whether a customer has or does not have a specified tag.

  • Credit balance: Filter customers based on their available store or subscription credit balance.

  • Tier: Filter customers by their loyalty or subscription tier (for example, Silver, Gold, VIP).

Subscription-based conditions

  • Order number: Filter by the current order number (for example, a subscription with 3 orders would have order number = 3).

  • Total quantity: Filter by total quantity of products in the subscription (for example, 1 × Product A and 1 × Product B = quantity of 2).

  • Total value: Filter by total dollar value of the subscription (sum of each product's subscription price × quantity).

  • Subscription creation date: Filter by when the subscription was created.

  • Day of week: Filter subscriptions with a specific charge day of the week.

  • Discount code: Filter subscriptions that contain specific discount codes.

  • Is prepaid renewing: Filter prepaid subscriptions by whether they are set to renew (continue into another term) or end after the current prepaid cycle.

  • Migrated from another platform: Identify subscriptions migrated from another platform (only captures the migrated subscription, not new subscriptions created by the same customer).

  • Next billing date: Filter subscriptions where the next billing date falls on, before, or after a selected date.

  • Shipping interval: Filter by how often the subscription ships (for example, every week, every 2 weeks, monthly).

  • Subscription country: Filter by shipping address country (supports multiple selections).

  • Subscription ID: Enter specific subscription IDs to target with the operation.

  • Subscription note: Filter subscriptions based on keywords or text stored in the internal subscription note.

  • Subscription status: Filter by status (Active, cancelled, failed, under review, paused).

Product-based conditions

  • Contains products: Identify subscriptions that include a specific product.

  • Contains dynamic boxes: Filter subscriptions that include a specific dynamic build-a-box product.

  • Contains static boxes: Filter subscriptions that include a specific static build-a-box product.

  • Exclude products: Identify subscriptions that do not include a specific product (helpful when paired with “contains products”).

Other conditions

  • Audit log: Filter subscriptions based on specific audit log actions.

  • Cancel Flow: Filter subscriptions that had X rebuttal shown and was saved or not saved.

  • Quick action: Filter customers or subscriptions based on whether a specific Quick Action link has been actioned, or viewed but not actioned.

  • Surprise and Delight: Filter customers who were or were not qualified for a surprise and delight gift.

The Default flow cannot have entry conditions. If you're editing a new flow, you must set at least one entry condition before activating it.

Adding nodes

Add a Splash Screen

  1. Click the + button below the Start node or drag the Splash Screen node from the left panel

  2. Click the Splash Screen node to configure it

  3. Upload a video or add text/imagery to display before customers enter the main flow

Add Cancellation Reasons and Sub Reasons

  1. Click the + button or drag a Reason or Sub Reason node into your flow

  2. Configure the reasons customers can select

  3. Add as many reason nodes as needed to capture different scenarios

Add retention offers with Treatments

  1. After each Cancellation Reason, add Treatment nodes for your retention offers

  2. Configure each treatment (discounts, pause options, skip next order, etc.)

  3. Connect treatments to outcomes like "Subscription Saved" or "Proceed to Cancel"  

Use Split Treatments to test offers

  1. Add a Split Treatments node where you want to test different strategies

  2. Use inline analytics later to compare which path saves more subscriptions

Configure additional settings

Add translations for different languages

  1. In the top right corner of the Cancel Flow builder, click the dropdown labelled Default and then Add locale

  2. Select a language from the dropdown

  3. Enter the translated content into any node of the Cancel Flow

  4. Switch the view between languages by selecting each locale from the dropdown in the top right corner

Supported languages: Bulgarian, Czech, Danish, German, Greek, Spanish, Mexican Spanish, Finnish, French, Canadian French, Hindi, Hungarian, Croatian, Indonesian, Italian, Japanese, Korean, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, European Portuguese, Romanian, Russian, Slovak, Swedish, Thai, Turkish, Vietnamese, Chinese, Chinese (Taiwan)

Customize Flow HTML Section

This setting allows you to customize the top of your cancel flow to match your branding. You can insert {{ savedBySubscribing }} to display the total amount saved by the customer through their subscription. If needed, you can also include custom CSS inside a <style></style> block.

  1. In the top right corner of the Cancel Flow builder, click on Settings.

  2. Click the toggle for Customize Flow HTML Section to enable it.

  3. Add your custom HTML/JS/CSS code in the field.

Enabling custom HTML will disable the option to set a custom image or video for the cancellation reason selection.

Customize Flow Images/Videos

Use this section to customize the images or videos displayed throughout the cancel flow. Enter the URL for each image or video you want to use. For the best visual experience, a 16:9 ratio is recommended.

Fields include:

  • Cancellation reason selection

  • Discount offer

  • Subscription cancelled

  • Changes saved

Saving and enabling your flow

Once complete, click Save in the top-right corner. Your flow will be saved as a Draft and won't be shown to customers yet.

When you're ready to make it live, navigate back to your Cancel Flow page and click on the beside the flow you want to activate, then Enable.

Skio will automatically rank your flow based on its entry conditions. More specific flows are evaluated before broader ones.

Managing your cancel flows

View flow performance

In the Cancel Flows list:

  • Participation count: How many customers have entered this flow

  • Save rate: Percentage of customers who stayed after entering the flow

  • Entry conditions: The criteria triggering this flow

  • Enabled at: When the flow was activated

In the flow builder:

An example of what inline analytics looks like in the flow builder. Here you can see the percentage of customers that were saved, continued, or skipped at the Splash screen node step.

  • Click the Analytics tab in the top left corner to view path-level data

  • See what percentage of customers follow each branch

  • Compare performance between Split Treatment paths

Edit an active flow

  1. Open the flow you want to edit

  2. Make your changes

  3. Click Save flow. Skio creates a new version of the flow and saves it as a Draft. The current active version continues running until you activate the new version.

  4. When you're ready to make it live, navigate back to your Cancel Flow page and click on the three dots beside the flow you want to activate, then Enable.

View the Cancel Flow version history

  1. Open any created fow

  2. Click the version selector in the top-right corner

  3. Browse previous versions to see what changed

  4. Switch between versions to compare configurations

Duplicate a flow

  1. In the Cancel Flows list, click the on the three dots next to the flow you want to duplicate

  2. Select Duplicate

This creates an exact copy as a Draft, which you can then edit and customize.

Archive a flow

  1. In the Cancel Flows list, click the on the three dots next to the flow you want to archive

  2. Select Archive

Archived flows are removed from the main list and won't be shown to customers. You can view archived flows by filtering the list.

Search for flows

Use the search bar at the top of the Cancel Flows page to find flows by name.

Related articles