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Preventing Customer's Cancellations

Dusan Videnovic Updated by Dusan Videnovic

Reducing churn is a critical part of running a successful subscription business. Instead of allowing customers to cancel immediately, Subbly gives you the option to manually process cancellation requests. This feature creates a valuable opportunity to connect with subscribers, identify their concerns, and potentially save the subscription—before it’s gone for good and you have to use retargeting tactics.

How it works?

By default, Subbly uses a classic cancellation flow, where customers cancel immediately, and you follow up later with win-back campaigns. While this works in some cases, it can sometimes result in missed opportunities.

Manual Cancellation Requests provide a more proactive approach:

  • When enabled, customers no longer cancel immediately.
  • Instead, they are presented with a “Request Cancellation” option.

  • An automated email is sent to you immediately after someone requests their cancellation, with their details and chosen reason.
  • Their subscription status is updated to "Cancellation Requested", but it remains active.
  • This creates a window for you to follow up with personalized offers, alternative plans, or support to retain the customer.
If you're on the Subbly Plan or higher, you can also create Cancellation Offers based on the customer’s selected reason (e.g., 50% off coupon, plan adjustments, skip next renewal, etc.). To check how to configure them, please visit this article here.

The customer will see a message confirming their cancellation request has been received and that your team will follow up via email, SMS, or phone within 48–72 hours.

How to enable it?

To activate Manual Cancellation Requests in your Subbly admin:

  1. Log in to your Subbly admin dashboard.
  2. Go to Settings > Advanced.
  3. Scroll down to the Behavior section.
  4. Toggle on “Manually process cancellation requests.”
  5. Click Save.

FAQs

Q: What happens if I don't respond to a cancellation request?

The subscription remains active until you manually cancel or respond. It's best to follow up within the 48–72 hour window to maintain trust and increase retention chances.

Q: Can I automate responses based on cancellation reasons?

Yes, if you're on the Subbly Plan or higher, you can set up Cancellation Offers tailored to specific cancellation reasons.

Q: Will customers know their subscription is still active?

Yes, they’ll see a message indicating their “Cancellation Request has been received” and that your team will follow up shortly.

Q: Can customers still pause or skip a subscription?

Absolutely, if you’ve enabled pause/skip options, those will remain available alongside the cancellation request feature.

Q: Where can I view cancellation requests?

You'll see them marked as “Cancellation Requested” in the subscription view, and all related actions are logged in the Event Log.

By enabling manual cancellation requests, you not only delay the cancellation process but also open a door to retaining more customers. It's a simple yet powerful tactic to reduce churn and grow customer lifetime value.

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