Customizing a flow

A cancellation flow is a series of steps that walk your customer through the cancellation process, which may be your last chance to leave a good impression, gather vital product experience feedback, and even retain a customer with a special offer. Since each business is unique, the flow has a number of customization options and step types.

To start customizing a flow, click Flows in the left navigation.

The main Flows page displays your existing flows and A/B tests.

If multiple flows is enabled, you can also create a new flow and manage flow routes.

Flow settings

To edit flow settings from the Flows page, click the elipsis menu and then Flow settings.

Or from the flow editor, click the Settings button.

Basic settings

Specify a title for internal use and upload your logo to display in the flow.

Tags

Use tags to categorize your flows. Find relevent flows faster with the tag dropdown on the Flows page.

Cancellation settings

On cancel

Specify what action should occur when a subscriber cancels their subscription through this flow:

• Do nothing - Handle cancellation on your end.
• Cancel subscription - Automatically cancel the subscription in the connected subscription platform (not available with a "Custom" integration). Choose whether the subscription should be cancelled immediately or at the end of the billing period.
• Change subscription plan - Automatically change the subscription plan in the connected subscription platform (not available with a "Custom" integration). Select a plan and choose whether the subscription should be cancelled immediately or at the end of the billing period. ProsperStack can also optionally apply prorated charges and credits.

Remove add-ons

Enable this option to automatically remove add-ons from the subscription in the connected subscription platform (not available with a "Custom" integration) when a subscriber cancels via this flow.

If previously canceled - Prevent cancellation

Display a customizable message and exit the flow if the subscription was previously canceled via ProsperStack.

Security

Require signatures

Require cancellation flow requests to be signed with your account secret. Learn more about request signing.

Step types

Each step in the cancellation flow serves a unique purpose. Pick from the available step types when designing the right flow for your business.

Click a step from the Flow page to customize the step in the flow editor.

Acknowledgements

Acknowledgements are statements the customer must accept before completing cancellation and are represented by checkboxes.

Use acknowledgements to clarify what will happen when the cancellation is complete, such as billing details, the effective date of cancellation or loss of data that will result.

Questions

Knowing why your customers leave can provide vital insight into your business. By default, two questions make up the exit survey: the multiple-choice "primary reason for leaving" question and an open-ended text box. To get you started, the "reason for leaving" question is pre-populated with the most common options seen across cancellation flows.

Add more questions based on your service's unique needs. Questions can be displayed conditionally based on customer segments or previous answers, e.g. if the customer is leaving for a competitor, you can ask which competitor.

Question responses can also be used in offer rules to determine which offers are presented to your customers. For example, a customer who complains about price might be offered a coupon, whereas a customer that had issues with support might be offered an upgrade to a better tier of support.

Deflections

Sometimes a customer may be leaving because they didn't understand how to use the product, had a bad support experience or just didn't realize your product's full potential. Deflection cards are a way to display custom content so you can reinforce your product's value and offer an alternative to cancellation.

The content of a deflection card can be completely customized and an action button can be configured to redirect the customer to a URL. Configure the action button to redirect cancellations to a help article, a live chat widget, a custom page in your application or anything else you think up.

Offers

Offer steps allow you to make a last attempt to prevent your customer from canceling, e.g. via a coupon, trial extension or another intervention. Using segments, question responses and offer types, you can create complex rules for when to present offers and to whom. Presenting offers during cancellation covers this in detail.

Text

All text in the flow can be customized to match your product's voice. Click the pencil icon next to any piece of text in the flow editor to begin customzing the text.

Using subscriber and custom property tags

Property tags can be inserted in text fields to refer to a subscriber's first name, last name, email address or values from any custom properties. Click the tag icon at the top of the text editor to insert a property tag.

When inserting a tag, you can also enter a fallback text value to use if the subscriber or custom property is not set.

Formatting date custom properties

When inserting a date custom property tag, select a formatting option to control how the date is displayed.

Languages & translations

Support for languages & translations is included in the Enterprise plan.

Design

In addition to uploading your logo, the design of the flow can be completely customized with custom CSS.

Updating your flow

When you make changes to your cancellation flow, a draft version of the flow is created. You can make as many changes as you need without affecting your production cancellation flow. Once you're ready for your modified cancellation flow to go live, publish your changes for them to take effect.