/app/subscriptions/cancellations is your workspace for reviewing these cases, applying retention offers to win customers back, or finalizing the cancellation when no retention is appropriate. Each case captures the churn reason, any retention offers you’ve tried, and the final outcome.
The cancellations queue
Navigate to Subscriptions → Cancellations to open the queue.Columns
| Column | What it shows |
|---|---|
| Subscription | The linked subscription reference and customer |
| Reason category | The classified churn reason |
| Outcome | The current outcome of the case (retained, paused, canceled, or pending) |
| Created | When the cancellation case was opened |
Search
Use the search input to find cases by subscription reference, customer name, product title, variant title, or churn reason text.Filters and date inputs
Click Add filter to filter by:| Filter | Description |
|---|---|
| Reason category | Filter by the classified churn reason |
| Outcome | Filter by case outcome |
| Offer type | Filter by the type of retention offer applied |
Sorting
Use the sorting menu to sort by Created, Status, Outcome, or Reason category.Cancellation case detail
Click a row in the queue to open the detail page. The page shows:- Case overview — status, outcome, churn reason, and creation date
- Subscription summary — a linked card to the subscription record
- Dunning summary — linked dunning context if the cancellation followed a dunning case
- Renewal summary — linked renewal cycle if applicable
- Decision timeline — a chronological record of decisions and status changes
- Offer history — all retention offers applied to this case and their outcomes
- Case metadata — additional context fields recorded with the case
Case statuses and outcomes
| Status / Outcome | What it means |
|---|---|
| Active | The case is open and awaiting a decision |
retained | A retention offer was accepted and the subscription continues |
paused | A pause offer was applied and the subscription is on hold |
canceled | The cancellation was finalized and the subscription ended |
retained, paused, canceled) are read-only — no further actions are available.
Applying a retention offer
Use Apply retention offer to offer the customer an incentive to stay. You can apply a pause, a discount, or a bonus.Choose an offer type
Select one of the three offer types:
- Pause — temporarily pauses the subscription for a set number of cycles or until a resume date
- Discount — applies a percentage or fixed discount for a defined number of cycles
- Bonus — grants a bonus (such as a free item or credit) for a defined number of cycles
Fill in the offer details
Complete the fields for your chosen offer type:Pause offer
- Pause cycles
- Resume at (date)
- Decision reason
- Notes (optional)
- Discount type (percentage or fixed)
- Discount value
- Duration (cycles)
- Decision reason
- Notes (optional)
- Bonus type
- Value
- Label
- Duration (cycles)
- Decision reason
- Notes (optional)
Applying a retention offer does not automatically finalize the case. You can apply multiple offers before closing a case. Use Finalize cancellation when no further retention attempts are appropriate.
Updating the cancellation reason
Use Update reason to correct or reclassify the churn reason on an active case.Select Update reason
From the action menu, select Update reason. A drawer opens pre-filled with the current reason fields.
Finalizing a cancellation
Use Finalize cancellation when you’ve determined that retention isn’t possible or appropriate, and you want to formally end the subscription.Complete the cancellation form
Enter the Reason, Reason category, and any Notes. Optionally set an Effective at date if you want the cancellation to take effect at a specific time.