Configure Cancellation Flows and salvage offers

Build a cancellation process that saves customers by presenting them with dynamic salvage attempts, as well as capturing cancellation insights for your team.

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

Cancellation Flows 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

Paddle Retain combines world-class subscription expertise with algorithms that use billions of data points to automatically reduce churn. Paddle Billing is fully integrated with Retain, meaning it automatically handles dunning and retention for you.

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

If you use Paddle Billing, you can plug Cancellation Flows into your frontend to handle the entire cancellation workflow. It automatically takes actions on the related subscription in Paddle Billing for you.

To learn more about Cancellation Flows, see Cancellation Flows

Before you begin

Paddle Retain works with live data for your billing platform. This means you can't integrate or test with sandbox accounts.

Set up Paddle 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

Paddle Billing

Other platforms

Grab a copy of the Paddle Retain Cancellation Flows configuration template and fill it in. Send it to us at sellers@paddle.com.
Update the cancellation logic in your web app to call the Paddle.Retain.initCancellationFlow() method, passing the Paddle ID of the subscription entity that you want to cancel. You may attach a callback to build workflows around the result.
Retain automatically handles pausing, applying a discount, switching plans, or canceling the related subscription in Paddle Billing. When events occur in Paddle, handle provisioning in your app as normal.

Example

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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>

Retain returns a promise that contains information about the outcome of the cancellation flow. You can use the .then() method to attach a callback to build workflows that run after your cancellation flow. For an example, see: Paddle.Retain.initCancellationFlow().

Simulate a cancellation flow

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

Cancellation Flows

Set up Retain

Test Paddle Retain