Handling cancellations and retention offers

Use the Cancellations queue to review churn cases, apply retention offers like pauses or discounts, update cancellation reasons, and finalize each case.

When a customer requests to cancel a subscription — or when your configured cancellation behavior routes the request through the retention flow — Reorder creates a cancellation case. The Cancellations queue at /app/subscriptions/cancellations is your workspace for reviewing these cases, applying retention offers to win customers back, or finalizing the cancellation when no retention is appropriate. Each case captures the churn reason, any retention offers you’ve tried, and the final outcome.

The cancellations queue

Navigate to Subscriptions → Cancellations to open the queue.

Columns

Column	What it shows
Subscription	The linked subscription reference and customer
Reason category	The classified churn reason
Outcome	The current outcome of the case (retained, paused, canceled, or pending)
Created	When the cancellation case was opened

Click any row to open the detail page for that case.

Search

Use the search input to find cases by subscription reference, customer name, product title, variant title, or churn reason text.

Filters and date inputs

Click Add filter to filter by:

Filter	Description
Reason category	Filter by the classified churn reason
Outcome	Filter by case outcome
Offer type	Filter by the type of retention offer applied

Active non-date filters appear as chips in the toolbar.

The queue also exposes Created from and Created to date inputs that default to a ±30-day window around today. These inputs are not shown as filter chips.

Sorting

Use the sorting menu to sort by Created, Status, Outcome, or Reason category.

Cancellation case detail

Click a row in the queue to open the detail page. The page shows:

• Case overview — status, outcome, churn reason, and creation date
• Subscription summary — a linked card to the subscription record
• Dunning summary — linked dunning context if the cancellation followed a dunning case
• Renewal summary — linked renewal cycle if applicable
• Decision timeline — a chronological record of decisions and status changes
• Offer history — all retention offers applied to this case and their outcomes
• Case metadata — additional context fields recorded with the case

Case statuses and outcomes

Status / Outcome	What it means
Active	The case is open and awaiting a decision
retained	A retention offer was accepted and the subscription continues
paused	A pause offer was applied and the subscription is on hold
canceled	The cancellation was finalized and the subscription ended

Cases with a terminal outcome (retained, paused, canceled) are read-only — no further actions are available.

Applying a retention offer

Use Apply retention offer to offer the customer an incentive to stay. You can apply a pause, a discount, or a bonus.

1. Open the case detail

   Click the cancellation case row in the queue to open the detail page.

2. Select Apply retention offer

   From the action menu, select Apply retention offer. A drawer opens.

3. Choose an offer type

   Select one of the three offer types:

   • Pause — temporarily pauses the subscription for a set number of cycles or until a resume date
   • Discount — applies a percentage or fixed discount for a defined number of cycles
   • Bonus — grants a bonus (such as a free item or credit) for a defined number of cycles
4. Fill in the offer details

   Complete the fields for your chosen offer type:

   Pause offer

   • Pause cycles
   • Resume at (date)
   • Decision reason
   • Notes (optional)

   Discount offer

   • Discount type (percentage or fixed)
   • Discount value
   • Duration (cycles)
   • Decision reason
   • Notes (optional)

   Bonus offer

   • Bonus type
   • Value
   • Label
   • Duration (cycles)
   • Decision reason
   • Notes (optional)
5. Confirm

   Submit the drawer. A confirmation prompt appears before the offer is applied — pause offers show a stronger warning because they change the subscription lifecycle state.

The applied offer appears in the Offer history section of the detail page.

Applying a retention offer does not automatically finalize the case. You can apply multiple offers before closing a case. Use Finalize cancellation when no further retention attempts are appropriate.

Updating the cancellation reason

Use Update reason to correct or reclassify the churn reason on an active case.

1. Open the case detail

   Click the cancellation case row to open the detail page.

2. Select Update reason

   From the action menu, select Update reason. A drawer opens pre-filled with the current reason fields.

3. Update the fields

   Edit the Reason, Reason category, and Notes as needed.

4. Save

   Click Save. The case updates immediately.

Finalizing a cancellation

Use Finalize cancellation when you’ve determined that retention isn’t possible or appropriate, and you want to formally end the subscription.

1. Open the case detail

   Click the cancellation case row to open the detail page.

2. Select Finalize cancellation

   From the action menu, select Finalize cancellation. A drawer opens.

3. Complete the cancellation form

   Enter the Reason, Reason category, and any Notes. Optionally set an Effective at date if you want the cancellation to take effect at a specific time.

4. Confirm

   Submit the drawer. A final confirmation prompt appears that explains the lifecycle impact — the subscription will be cancelled and no further renewals will run.

Finalizing a cancellation ends the subscription permanently. This action cannot be undone.