Cancellation flows
Keep the subscribers you already won.
Churn prevention that starts with control. Subscribers skip, swap or pause in your portal. When they still want to leave, Firmhouse asks why and offers what fits the reason.
MARLO, a demo brand
MARLO
Your subscription
Roast 07 · 1 kg
Every 4 weeks · € 46.00
Why do you want to cancel?
I have too much coffee at home
It is too expensive for me
I'm bored of the flavour
Slow down instead?
Same Roast 07, every 6 weeks instead of 4.
Switch to every 6 weeks
Cancel anyway
Saved, not cancelled
Lotte switched to every 6 weeks
From “cancel” to “I’ll stay”.
Most subscribers don’t want to stop. They want less, later or something else. Give them that first.
Flows you can build today.
Offer · plan switch
Slow down, don’t stop
“Too much at home” gets every 6 weeks instead of every 4.
Every 6 weeks
Was every 4 weeks
Offer · product swap
Swap the flavour
“Bored of it” gets a product swap, not a goodbye.
Roast 03 filter
Swapped from Roast 07
Offer · plan or discount
Smaller box, same habit
“Too expensive” moves to a smaller plan or gets 15% off the next 3 orders.
Roast 07 · 250 g
Was 1 kg · or 15% off 3 orders
Offer · free product
Thank your regulars
Subscribers with 6+ deliveries get a free gift in the next box.
MARLO Cup, on us
In box 7 · thanks for staying
Offer · revenue condition
Save your best customers
Bigger offers only for subscribers above your revenue threshold.
€ 1,240 lifetime
Bigger offer unlocked
Customer Portal
Pause for the holidays
Pause and snooze lead in the portal, with a restart date set up front.
Paused until 6 Jan
Restarts with Roast 07
Offer · Klaviyo
One-click win-back
Lapsed subscribers get an email with an accept link. They pay and restart in one step.
20% off your first bag
Accept offer · pay · restart
Klaviyo events
Reasons into Klaviyo
Each reason starts its own flow. “Moving abroad” gets a referral ask, not a discount.
Reason sent to Klaviyo
moving_abroad
What powers your cancellation flows
Every 4 weeks
Active
Next order
21 Oct
Products
2 products
Coffee beans 500 g, Filters
Price
€ 42.60
per order
Payment
Change date
Skip
Pause
Customer Portal
Win-back offer
20% off the next 3 orders
For paused members. Expires 30 Nov 2026.
41
members match
Send offer
Edit
Offers
Saved from cancel
38
+ 6 vs September
Metrics
Cancellation requested
Sent
Offer shown
Scheduled
Offer accepted
Sent
Win-back offer
Sent
Klaviyo
10 Nov
Paid
€ 42.60
8 Nov
Failed
€ 42.60
11 Oct
Paid
€ 42.60
13 Sep
Paid
€ 42.60
Payment recovery
Recently shipped
Customer Portal
20 Oct 2026
Show customers their savings alongside product prices
Read the release →
Customer Portal
21 Sep 2026
Show one clear reactivation offer in the Customer Portal
Read the release →
Analytics
16 Sep 2026
View subscribed products in churn feedback
Read the release →
Klaviyo
18 Aug 2026
Use cancellation reasons in Klaviyo flows
Read the release →
How brands grow on repeat
Questions about cancellation flows
Does a self-service portal make cancelling too easy?
Can I show different offers for different reasons?
How do I measure saves?
Can I win back customers who already cancelled?
Do I need a separate churn tool?
Can I automate what happens after a cancel?
Which plan includes this?