Rolling out
Cancellation Flows now available in the customer portal
Customers canceling subscriptions in the customer portal are now presented with a dynamic offboarding experience designed to save them from churning and capture valuable insights for your team.
What's new?
Cancellation Flows, part of Paddle Retain, is now available in the customer portal. When customers try to cancel their subscription using the customer portal, they're now presented with a short workflow designed to save them from churning.
How it works
Cancellation Flows can help you retain over a quarter of customers at risk of churning, reducing ARR churn by 5% on average, with no intervention required from your team. It's available at no additional cost for Paddle Billing customers.
It works by presenting a custom workflow that's designed to save customers from churning at the point of cancellation. Instead of canceling a subscription immediately, Cancellation Flows guides customers through a simple survey that restates your value proposition and makes customers a dynamic offer to stay.
With this update, Cancellation Flows is now available in the customer portal. If you've set up Cancellation Flows, when customers try to cancel their subscription using the customer portal, we launch a cancellation flow automatically.
This works for cancellation links in subscription-related emails sent by Paddle, too. When customers click the link, they're taken to a page in the customer portal with a cancellation flow already open.
If you haven't set up Cancellation Flows yet, customers are presented with a dialog where they can confirm their cancellation. You can set up Cancellation Flows and it'll be automatically enabled in the customer portal.
Next steps
This change is rolling out now to selected customers. It's scheduled to be available on all accounts by the end of Q3 2026. If you'd like to get access to it sooner, email sellers@paddle.com and we'll add you to the waitlist.
If you've set up Cancellation Flows, you don't need to do anything. If you haven't set up Cancellation Flows yet, you can set it up to get started.
This is a change to the customer portal. There are no changes to the Paddle API or Paddle.js as a result of this update. It's a non-breaking change and doesn't impact existing integrations.