Guide
Cancellation flow best practices
A hard-to-find cancel button does not keep customers. It turns them into chargebacks and complaints. A good cancellation flow is fair, quick and leaves the door open.
Let people leave the way they joined
If someone signed up online, they should be able to cancel online, from their account settings, in a couple of clicks. Making them email support or call creates tickets, delays and disputes. In several places it is also against the rules.
One fair offer, then let them go
It is reasonable to ask why they are leaving and to make one offer, like a discount or a pause. More than one, or guilt-trip wording, damages trust and invites complaints.
Say exactly what happens next
- When their access ends.
- That they will not be charged again.
- What happens to their data.
Make it easy to come back
An "Undo" or "Resume" button after cancelling costs nothing and wins back people who changed their minds. Many well-known subscription apps do this.
This guide is general guidance, not legal advice. Check the rules for the countries you sell in.