> ## Documentation Index
> Fetch the complete documentation index at: https://docs.reorderjs.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Cancellation & Retention
> Use the Cancellations queue to review churn cases, apply retention offers like pauses or discounts, update cancellation reasons, and finalize each case.
When a customer requests to cancel a subscription — or when your configured cancellation behavior routes the request through the retention flow — Reorder creates a cancellation case. The Cancellations queue at `/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 |
Click any row to open the detail page for that case.
### 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 |
Active non-date filters appear as chips in the toolbar.
The queue also exposes **Created from** and **Created to** date inputs that default to a ±30-day window around today. These inputs are not shown as filter chips.
### 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 |
Cases with a terminal outcome (`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.
Click the cancellation case row in the queue to open the detail page.
From the action menu, select **Apply retention offer**. A drawer opens.
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
Complete the fields for your chosen offer type:
**Pause offer**
* Pause cycles
* Resume at (date)
* Decision reason
* Notes (optional)
**Discount offer**
* Discount type (percentage or fixed)
* Discount value
* Duration (cycles)
* Decision reason
* Notes (optional)
**Bonus offer**
* Bonus type
* Value
* Label
* Duration (cycles)
* Decision reason
* Notes (optional)
Submit the drawer. A confirmation prompt appears before the offer is applied — pause offers show a stronger warning because they change the subscription lifecycle state.
The applied offer appears in the **Offer history** section of the detail page.
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.
Click the cancellation case row to open the detail page.
From the action menu, select **Update reason**. A drawer opens pre-filled with the current reason fields.
Edit the **Reason**, **Reason category**, and **Notes** as needed.
Click **Save**. The case updates immediately.
## 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.
Click the cancellation case row to open the detail page.
From the action menu, select **Finalize cancellation**. A drawer opens.
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.
Submit the drawer. A final confirmation prompt appears that explains the lifecycle impact — the subscription will be cancelled and no further renewals will run.
Finalizing a cancellation ends the subscription permanently. This action cannot be undone.