🧭 What are cancellation flows?
Cancellation flows let you design the cancel experience visually — as simple steps with a live customer preview — and target different flows at different subscriber groups. High-value subscribers can see a stronger offer than everyone else, prepaid subscribers can see different messaging, and so on.
You will find them under More → Cancellation Management → Flows.
🏠 The default save flow
Every customer who is not matched by a targeted flow falls back to the default save flow. It uses the cancellation reasons and retention offers you configured on the Cancellation tab, so you always have a working safety net. Use Edit default flow to change it and View performance to see how it is doing.
🛠️ Create a targeted flow
On the Flows tab, click Create flow.
The editor opens with the flow laid out as steps. Click any step to edit it, and watch the live preview underneath update as you type:
Trigger — who enters this flow (see entry conditions below).
Ask step — the question customers see (e.g. Why are you leaving?), the list of reasons, and an optional free-text feedback box.
Offer steps — one per reason. Each reason branches to its own save offer (discount, skip, pause, and more) with its own message.
Final step — the confirmation customers see if they still choose to cancel.
Click Save draft at any time. Drafts stay private until you publish them.
🎯 Entry conditions (who sees this flow)
With no conditions, the flow applies to everyone who clicks Cancel. Add conditions to target a group, using fields such as:
Subscription status, Billing interval and interval count, Delivery interval, Order amount, Successful orders so far, Currency code, Customer email, Subscription type, and more.
Operators include equals, does not equal, is any of, is at least, is greater than, and similar comparisons.
If more than one published flow matches a customer, the flow with the lowest priority number runs. Everyone else sees the default save flow.
🚀 Publish, edit, and versions
Publish makes the flow live for matching customers immediately.
Editing a published flow creates unpublished edits — the live version keeps running until you publish again. Each publish creates a new version.
While a flow is published, the Cancellation tab becomes read-only so there is a single source of truth. Archive the published flow to edit the classic setup again.
🗂️ Duplicate and archive
Duplicate copies any flow as a new draft — the quickest way to build a variation.
Archive takes a flow out of service. Archived flows cannot be published again directly — duplicate an archived flow to bring its setup back as a fresh draft.
🖥️ Where customers see it
Flows currently run in the classic customer portal. Stores on Shopify's new customer accounts keep the standard cancel flow until support for it ships.
📞 Need Help?
Our team is here 24×7×365 to guide you.
📧 Email: support@appstle.com
💬 Live Chat: Directly inside the app.