Configure Cancellation Flows and salvage offers

You can use Paddle Retain Cancellation Flows to build custom curated off-boarding experiences that are designed to prevent customers from churning.

Retain presents customers with a simple survey that suggests dynamic salvage attempts — like pausing a subscription or switching plan — as well as gathering useful insights around why they want to cancel. As a last resort, you can offer customers a discount to incentivize them to stick around.

How it works

Retain Cancellation Flows helps you save customers from canceling by presenting them with dynamic salvage attempts while gathering cancellation insights. Paddle Retain asks customers why they're canceling, as well as what they found valuable about your app, then presents curated salvage attempts.

Paddle Billing is fully integrated with Retain Cancellation Flows, automatically reducing churn through cancellations by up to 30%.

Customer journey

Retain uses data from thousands of subscription companies to target the right salvage attempt based on the product and user. In general, a cancellation flow has five steps:

1. 

   Cancellation reason

   We ask a customer why they're canceling. This is useful insight for your team, helping you prioritize feature development.

2. 

   Satisfaction insight

   We ask customers what they liked about your product. By honing in on the psychological phenomenon of the nostalgia effect, we tee up each customer to be more willing to stick around and accept a salvage attempt.

3. 

   Salvage attempt

   Based on a customer's responses, we offer them a salvage attempt. We direct them to pause their subscription, switch to a lower cost plan, or contact your team to chat.

    

   If you use Calendly, Retain shows a meeting scheduler as part of the cancellation flow so customers can schedule a call in a couple of clicks.

4. 

   Salvage offer

   If customers don't accept a salvage attempt, we offer them a temporary discount.

    

   You can choose which discount you offer, or turn this off if you don't want to offer a discount.

5. 

   Feedback and cancel subscription

   If customers don't accept a salvage offer, we give them a way to provide feedback and cancel their subscription.

   Use Paddle Billing? Retain automatically schedules the subscription to cancel. There's no need to handle this yourself.

One-click cancellation

In some regions, you must provide a one-click cancellation process for compliance. You don't need to build logic to handle cancellation requirements for different regions yourself. Retain automatically includes a link to cancel the subscription on each page of the flow, making sure you're compliant while also gathering insights and helping to reduce churn.

Retain x Paddle Billing

Depending on the options that a customer chooses, Retain automatically takes actions on the related subscription in Paddle Billing for you — including scheduling subscriptions to cancel. There's no need to build logic to handle this.

Before you begin

Set up Retain

If you haven't already, connect Paddle Retain to your billing platform and set up Paddle Retain.

Use Paddle Billing? Billing automatically integrates with Retain, so you're ready to get started. Click the Paddle > Retain link to jump to Retain to review your setup.

Set up Cancellation Flows

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1<!-- Cancellation button -->
2<button onclick="cancelSubscription();">Cancel my subscription</button>
3
4<script type="text/javascript">
5  function cancelSubscription() {
6    Paddle.Retain.initCancellationFlow({
7      subscriptionId: 'sub_01h8bqcrwp0vjd1p3bv20y7323'
8    });
9  }
10</script>

Simulate a cancellation flow

Now you've set up Retain Cancellation Flows, simulate a cancellation flow to see how it looks to customers.

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