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
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.
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 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
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.
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.
Saved reason breakdown
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.
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.
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
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.