Operations & Settings

Get cancellation management configuration

Retrieves the cancellation management and retention settings for the authenticated shop. These settings control the subscription cancellation flow, retention strategies, and customer feedback collection when subscribers attempt to cancel their subscriptions.

Full behavior, validation rules, and side effects

What is Cancellation Management? Cancellation management is a retention system that helps merchants reduce subscription churn by understanding why customers cancel and offering alternatives before they leave. It includes cancellation flows, feedback collection, retention offers (discounts, pauses, frequency changes), and automated win-back strategies.

Configuration Components:

1. Cancellation Flow Settings:

Enable/disable self-service cancellation in customer portal
Require customer to contact support for cancellation
Multi-step cancellation confirmation process
Cancellation cooldown period (prevent accidental cancellations)
Minimum subscription duration before cancellation allowed
Immediate vs. end-of-billing-cycle cancellation

2. Cancellation Reasons & Feedback:

Predefined cancellation reasons list
Custom cancellation reason options
Required vs. optional feedback
Free-form text feedback field
Rating/satisfaction scale
Exit survey questions
Feedback sent to merchant email/dashboard

Common Cancellation Reasons:

Too expensive / Can’t afford
Don’t use product enough / Have too much inventory
Product quality issues
Switching to competitor
Delivery issues / Shipping problems
Forgot to cancel earlier
Temporary pause needed (moving, travel, etc.)
Product doesn’t meet expectations
Customer service issues
Other (with text field)

3. Retention Offers (Save Flow):

Display retention offers before final cancellation
Offer discount (percentage or fixed amount)
Offer free product/gift with next order
Suggest subscription pause instead of cancel
Suggest frequency change (deliver less often)
Offer to skip next order
Offer to swap products
Personalized offers based on cancellation reason

Example Retention Logic:

Reason: "Too expensive"
  → Offer: 20% discount for next 3 months
  → Offer: Switch to smaller/cheaper variant

Reason: "Have too much inventory"
  → Offer: Pause for 1-3 months
  → Offer: Change from monthly to every 2 months
  → Offer: Skip next 2 deliveries

Reason: "Product quality issues"
  → Offer: Free replacement on next order
  → Offer: Try different product variant
  → Route to customer support

4. UI/UX Configuration:

Cancellation button placement and styling
Warning messages and modal dialogs
Progress indicator for multi-step flow
Retention offer presentation (modal, inline, etc.)
Confirmation messages
Post-cancellation survey

5. Automation & Notifications:

Send cancellation confirmation email
Notify merchant of cancellations
Trigger win-back email campaigns
Schedule feedback review
Alert for high cancellation rate
Integration with CRM/analytics tools

6. Metrics & Analytics:

Track cancellation rate
Categorize cancellation reasons
Measure retention offer acceptance rate
Calculate customer lifetime value at cancellation
Identify churn patterns and trends
A/B test different retention strategies

7. Advanced Features:

Conditional retention offers based on:
- Customer lifetime value
- Subscription duration
- Product type
- Cancellation history
- Customer segment
Win-back campaigns for cancelled subscribers
Automatic re-engagement emails (30, 60, 90 days post-cancel)
Special offers to reactivate cancelled subscriptions

Cancellation Flow Examples:

Basic Flow (No Retention):

Customer clicks “Cancel Subscription”
Confirmation dialog: “Are you sure?”
Optional: Select cancellation reason
Subscription cancelled immediately or at period end
Confirmation email sent

Advanced Retention Flow:

Customer clicks “Cancel Subscription”
“Before you go…” - Select cancellation reason
Display personalized retention offer based on reason
Customer chooses: Accept offer OR Continue to cancel
If continue: Additional offers or final confirmation
If still cancelling: Exit survey
Cancellation processed
Thank you message + feedback confirmation
Follow-up email campaign

Use Cases:

Configure cancellation flow in customer portal
Customize retention offers and messaging
Analyze cancellation patterns and trends
Build custom cancellation interfaces
Integrate with customer support tools
Generate churn reports and analytics
A/B test different retention strategies
Automate win-back campaigns

Important Notes:

Always comply with consumer protection laws regarding cancellation
Make cancellation process clear and accessible (FTC guidelines)
Don’t make cancellation unnecessarily difficult
Respect customer’s decision to cancel
Use retention offers ethically (not dark patterns)
Store cancellation feedback for product improvement
GDPR/privacy compliance for feedback data

Best Practices:

Keep cancellation process simple (2-3 steps max)
Offer genuine value in retention offers
Personalize offers based on cancellation reason
Make pause/skip options prominent
Use cancellation feedback to improve product/service
Set up automated win-back campaigns
Monitor cancellation rate and take action on trends
Train customer support on retention strategies
Test different retention messaging and offers
Honor cancellations promptly and professionally

Legal & Compliance:

FTC regulations require easy cancellation (Click-to-Cancel rule)
California automatic renewal law compliance
European consumer protection directives
Clear disclosure of cancellation terms
Process cancellations within legal timeframes
Provide confirmation of cancellation

Authentication: Requires valid X-API-Key header

GET

api

external

cancellation-managements

{id}

Get cancellation management configuration

curl --request GET \
  --url https://subscription-admin.appstle.com/api/external/v2/cancellation-managements/{id}

{
  "id": 12345,
  "shop": "example-shop.myshopify.com",
  "enabled": true,
  "allowSelfServiceCancellation": true,
  "requireSupportContact": false,
  "minimumSubscriptionDays": 30,
  "cancellationTiming": "END_OF_BILLING_CYCLE",
  "requireCancellationReason": true,
  "allowCustomReason": true,
  "cancellationReasons": [
    "Too expensive",
    "Have too much product",
    "Product quality issues",
    "Switching to competitor",
    "Delivery problems",
    "Don't need anymore",
    "Temporary situation (moving, travel, etc.)",
    "Other"
  ],
  "collectFeedback": true,
  "feedbackRequired": false,
  "showExitSurvey": true,
  "retentionOffersEnabled": true,
  "retentionStrategies": {
    "Too expensive": [
      {
        "type": "DISCOUNT",
        "value": "20",
        "duration": 3,
        "description": "20% off for 3 months"
      },
      {
        "type": "FREQUENCY_CHANGE",
        "description": "Deliver less often to save money"
      }
    ],
    "Have too much product": [
      {
        "type": "PAUSE",
        "maxDuration": 90,
        "description": "Pause for up to 3 months"
      },
      {
        "type": "SKIP",
        "skipCount": 2,
        "description": "Skip your next 2 deliveries"
      },
      {
        "type": "FREQUENCY_CHANGE",
        "description": "Switch to every 2 months"
      }
    ],
    "Product quality issues": [
      {
        "type": "SUPPORT_CONTACT",
        "description": "Let us make it right - contact support"
      },
      {
        "type": "PRODUCT_SWAP",
        "description": "Try a different product"
      }
    ]
  },
  "confirmationFlow": {
    "multiStep": true,
    "showAlternatives": true,
    "requireConfirmation": true,
    "cooldownPeriod": 24
  },
  "notifications": {
    "sendCustomerConfirmation": true,
    "sendMerchantNotification": true,
    "merchantEmail": "subscriptions@example.com",
    "enableWinBackCampaigns": true,
    "winBackSchedule": [
      30,
      60,
      90
    ]
  },
  "analytics": {
    "trackCancellationRate": true,
    "trackReasonFrequency": true,
    "trackRetentionOfferAcceptance": true,
    "alertOnHighChurnRate": true,
    "churnRateThreshold": 15
  },
  "uiSettings": {
    "buttonText": "Cancel Subscription",
    "buttonColor": "#DC3545",
    "warningMessage": "We'll be sorry to see you go! Before you cancel, let us try to help.",
    "confirmationMessage": "Your subscription has been cancelled. You will receive a confirmation email shortly.",
    "thankYouMessage": "Thank you for being a subscriber. We hope to see you again!"
  },
  "createdAt": "2024-01-15T10:30:00Z",
  "updatedAt": "2024-02-20T14:45:00Z"
}

Headers

X-API-Key

string

Path Parameters

integer<int64>

required

Query Parameters

api_key

string

API Key (Deprecated - Use Header X-API-Key instead)

Response

Cancellation management configuration successfully retrieved

shop

string

required

integer<int64>

cancellationType

enum<string>

Available options:

CANCEL_IMMEDIATELY,

CANCELLATION_INSTRUCTIONS,

CUSTOMER_RETENTION_FLOW,

CANCEL_AFTER_PAUSE

cancellationInstructionsText

string

cancellationReasonsJSON

string

pauseInstructionsText

string

pauseDurationCycle

integer<int32>

enableDiscountEmail

boolean

discountEmailAddress

string

pauseType

enum<string>

Available options:

PAUSE_IMMEDIATELY,

PAUSE_INSTRUCTIONS,

CUSTOMER_RETENTION_FLOW

pauseReasonsJSON

string

dynamicallyPauseCycleOnCancellation

boolean

Hide subscriptions in bulk

Get/Search activity logs

Get cancellation management configuration

curl --request GET \
  --url https://subscription-admin.appstle.com/api/external/v2/cancellation-managements/{id}

{
  "id": 12345,
  "shop": "example-shop.myshopify.com",
  "enabled": true,
  "allowSelfServiceCancellation": true,
  "requireSupportContact": false,
  "minimumSubscriptionDays": 30,
  "cancellationTiming": "END_OF_BILLING_CYCLE",
  "requireCancellationReason": true,
  "allowCustomReason": true,
  "cancellationReasons": [
    "Too expensive",
    "Have too much product",
    "Product quality issues",
    "Switching to competitor",
    "Delivery problems",
    "Don't need anymore",
    "Temporary situation (moving, travel, etc.)",
    "Other"
  ],
  "collectFeedback": true,
  "feedbackRequired": false,
  "showExitSurvey": true,
  "retentionOffersEnabled": true,
  "retentionStrategies": {
    "Too expensive": [
      {
        "type": "DISCOUNT",
        "value": "20",
        "duration": 3,
        "description": "20% off for 3 months"
      },
      {
        "type": "FREQUENCY_CHANGE",
        "description": "Deliver less often to save money"
      }
    ],
    "Have too much product": [
      {
        "type": "PAUSE",
        "maxDuration": 90,
        "description": "Pause for up to 3 months"
      },
      {
        "type": "SKIP",
        "skipCount": 2,
        "description": "Skip your next 2 deliveries"
      },
      {
        "type": "FREQUENCY_CHANGE",
        "description": "Switch to every 2 months"
      }
    ],
    "Product quality issues": [
      {
        "type": "SUPPORT_CONTACT",
        "description": "Let us make it right - contact support"
      },
      {
        "type": "PRODUCT_SWAP",
        "description": "Try a different product"
      }
    ]
  },
  "confirmationFlow": {
    "multiStep": true,
    "showAlternatives": true,
    "requireConfirmation": true,
    "cooldownPeriod": 24
  },
  "notifications": {
    "sendCustomerConfirmation": true,
    "sendMerchantNotification": true,
    "merchantEmail": "subscriptions@example.com",
    "enableWinBackCampaigns": true,
    "winBackSchedule": [
      30,
      60,
      90
    ]
  },
  "analytics": {
    "trackCancellationRate": true,
    "trackReasonFrequency": true,
    "trackRetentionOfferAcceptance": true,
    "alertOnHighChurnRate": true,
    "churnRateThreshold": 15
  },
  "uiSettings": {
    "buttonText": "Cancel Subscription",
    "buttonColor": "#DC3545",
    "warningMessage": "We'll be sorry to see you go! Before you cancel, let us try to help.",
    "confirmationMessage": "Your subscription has been cancelled. You will receive a confirmation email shortly.",
    "thankYouMessage": "Thank you for being a subscriber. We hope to see you again!"
  },
  "createdAt": "2024-01-15T10:30:00Z",
  "updatedAt": "2024-02-20T14:45:00Z"
}

Get Started

Guides

Partner Integration

Webhooks

Admin API

Storefront API

Resources

Get cancellation management configuration

Headers

Path Parameters

Query Parameters

Response

Get Started

Guides

Partner Integration

Webhooks

Admin API

Storefront API

Resources

Documentation Index

Headers

Path Parameters

Query Parameters

Response