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):

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

Advanced Retention Flow:

1. Customer clicks “Cancel Subscription”
2. “Before you go…” - Select cancellation reason
3. Display personalized retention offer based on reason
4. Customer chooses: Accept offer OR Continue to cancel
5. If continue: Additional offers or final confirmation
6. If still cancelling: Exit survey
7. Cancellation processed
8. Thank you message + feedback confirmation
9. 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/v2/cancellation-managements/{id}

Get cancellation management configuration

cURL

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

200

{
  "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": "[e-mail]",
    "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

id · integer<int64> · required

Query Parameters

api_key · string

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

Response

200

application/json

Cancellation management configuration successfully retrieved

shop · string · required

id · 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