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Cancellation Flow

Manage subscription cancellations including retention offers, offboarding, and feedback

Complexity: Moderate | Duration: 15-30m | Category: Operations/Process

Tags: cancellation retention offboarding feedback churn

Workflow Diagram​

Steps​

Step 1: Cancellation intake​

Agent: customer

success - Understand reason for cancellation

Step 2: Retention offer​

Agent: customer

success - Present pause, discount, or downgrade option

Step 3: Objection handling​

Agent: customer

success - Address concerns and pain points

Step 4: Acceptance​

Agent: customer

success - Accept cancellation if subscriber insists

Step 5: Access timeline​

Agent: billing

specialist - Explain when access ends

Step 6: Data export​

Agent: onboarding

specialist - Provide data export if applicable

Step 7: Feedback survey​

Agent: customer

success - Send cancellation survey

Step 8: Account deactivation​

Agent: billing

specialist - Deactivate account at term end

Step 9: Winback list​

Agent: customer

success - Add to winback campaign list

Usage​

To execute this workflow:

/workflow operations/process/cancellation-flow.workflow

See other workflows in this category for related automation patterns.