What to ask when a customer clicks cancel
One question, one honest offer, and a cancel button that always works. How to build a cancel flow customers don’t resent.
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Notes on keeping customers
Practical writing on cancel flows, failed-payment recovery and retention for SaaS teams that bill with Stripe.
- Cancel flows
- Payment recovery
- Retention
More from the journal
Cancellation flow examples for every reason customers leave
Six cancel flow examples, one per cancellation reason: the offer to show, the words to use, and when to show nothing at all.
Failed payments are churn nobody chose
Expired cards and declined charges cancel customers who meant to stay. Here’s how to catch them before the subscription lapses.
Pause is the offer founders forget
Not every leaving customer wants a discount. Many just need a quiet month. Why a pause option keeps customers a discount can’t.
The next customer who clicks cancel might stay
Try the customer experience first, then connect your own Stripe account.