Getting started with Cancel Flows

How Cancel Flows work

Cancel Flows allow you to create targeted cancellation experiences for different customer segments. Instead of showing all customers the same cancellation flow, you can design multiple flows based on factors like customer tenure, subscription value, or product type.

This lets you present more relevant messaging and retention offers at the moment a customer tries to cancel. A well-structured Cancel Flow gives you more control over churn reduction and allows you to test which retention strategies work best for different customer segments.

Your Cancel Flow determines what path customers will take based on a set of conditions when they attempt to cancel.

Tip:
See How to configure Cancel Flow settings to configure your settings and How to create and manage Cancel Flows for step-by-step configuration instructions.

Benefits of using multiple Cancel Flows

Note:
Multiple Cancel Flows is currently in early release. Contact help@skio.com to enable Multiple Cancel Flows as your store will need to be migrated from the previous Cancel Flows version.

Multiple Cancel Flows lets you create targeted retention strategies for different customer segments. Not all customers cancel for the same reasons, so you can now match your approach to each customer's context.

Target the right customers with the right offers

A first-time subscriber might need education about your product, while a long-term customer might respond better to a loyalty discount. With multiple flows, you can personalize your retention strategy based on who's canceling and why.

Test different retention strategies

Use the Split Treatments node to experiment with different offers, messaging, or flow structures. See which approach saves more subscriptions and refine your strategy based on real data.

Personalize by product, location, or subscription type

Create flows for specific scenarios, like digital products, international customers, prepaid subscriptions, or Build-a-Box subscribers. Each flow can address the unique needs of that segment.

Example use cases

See the following list for examples use cases when utilizing Multiple Cancel Flows:

Show a pause option to customers who've been subscribed less than 3 months
Offer free shipping to international customers canceling due to delivery issues
Give VIP-tier customers exclusive retention offers
Create separate flows for digital versus physical products
Target customers with high subscription values differently than low-value subscriber

Cancel Flow priority

Skio automatically prioritizes your flows by specificity. Flows with more entry conditions rank higher and are checked first, so customers always see the most relevant experience for their situation. Every store has one default flow. This flow has no entry conditions and cannot be archived. If a customer doesn't qualify for any other flow, they'll see the Default flow. Think of it as your universal fallback experience.

For example, if you have 3 Cancel Flows ranked by specificity, a customer will enter the first flow they qualify for, even if higher-ranked flows exist. If they don't meet the conditions for Cancel Flow 1 (most specific) but do qualify for Cancel Flow 2, they'll enter Cancel Flow 2.

Available entry Conditions

Entry conditions determine which cancellation flow a customer sees based on their attributes, subscription details, products, or other criteria. Every Cancel Flow except your Default flow needs entry conditions to define which customers qualify for that flow. When a customer tries to cancel, Skio checks your active flows in ranked order. The first flow where the customer meets all entry conditions is the one they'll see. Combine multiple entry conditions using AND/OR logic to create precise customer segments.

Click the following drop-downs for a list of all available entry conditions:

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.
In Tier: Target customers who are currently in specific loyalty tiers.
Distance to tier: Target customers based on how close they are to reaching their next loyalty tier (measured by order count, LTV, or product count) and their current tier level.
Tier at risk: Target customers whose current tier is at risk of being lost due to tier expiry rules.

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.

Available Treatment actions

A Treatment provides customers with an offer based on their selected cancellation reason.

See the following table for all available Treatment actions:

Action	Description
Skip next order	Skips the customer’s next scheduled subscription order.
Change next order date	Updates the scheduled date for the next subscription order.
Edit frequency	Adjusts how often the customer receives their subscription.
Swap product	Lets the customer select a different product for future orders.
Offer discount	Applies a discount to the next order.
Offer gift	Adds a gift item to the customer’s order.
No action	Leaves the subscription unchanged; no action is applied.
Pause	Temporarily stops a customer’s subscription.
Delay	Lets customers delay their subscription by 1, 2, or 3 billing cycles.
Contact Support	Provides a link or option to contact your support team.
Get now	Triggers immediate fulfillment of the next subscription order.
Misc link	Placeholder for a custom or external link (function depends on configuration).
Predefined swap product	Automatically swaps the product with a specified alternative.

Key components in the cancel flow builder

The Cancel Flow builder is where you design your cancellation flows. Set entry conditions to control which customers see each flow, add a splash screen with video or messaging at the start, and use split treatments to test different retention offers by directing customers down multiple paths. The builder includes inline analytics that show you which paths customers take most often and which retention strategies perform best, helping you optimize your flows over time.

See the following table for a description of the Cancel Flow builder components:

Component	Description
Start node	This is where you define entry conditions for each flow. Only customers who meet these conditions will see this specific cancel flow.
Splash Screen node	Add a video or message before customers enter the main cancellation flow. Each flow can have its own unique splash screen.
Loyalty Screen node	The Loyalty screen is a cancel flow retention screen that appears after the splash screen, warning customers they'll lose their current tier and rewards if they proceed with cancellation. See Cancel Flow Loyalty Screen guide to learn more.
Split Treatments node	Test different retention strategies by splitting customers into multiple paths. For example, send 60% of customers to one offer and 40% to another, then compare which performs better.
In-flow translations	Add translations directly inside the flow builder instead of managing them globally. Click any text-based node, select Add locale, and enter translated content for that specific version of the flow.
Version history	When you edit an active flow and save it, Skio creates a new version. You can view previous versions using the version selector and see what changed between them.
Inline analytics	View path-level data and see what percentage of customers follow each branch in your flow. This helps you understand which cancellation reasons are most common and which retention offers work best.

Flow statuses

Flow statuses indicate whether a cancellation flow is currently live, being edited, or no longer in use. They help you manage which flows are active and available to customers. See the following table for a description of each flow status:

Status	Description
Active	The flow is live and customers who meet its entry conditions will see it.
Draft	The flow is saved but not live. Use this status while building or testing new flows before activating them.
Archived	Old flows you're no longer using. Archived flows don't appear in the main list and won't be shown to customers.