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The cancel flow is a multi-step UI that intercepts cancellation requests. It collects feedback via a questionnaire, optionally presents a retention offer or pause option, and processes the outcome. The entire flow is configured from the ZeroSettle dashboard — update questions and offers without an app update.

SDK Integration

See the Cancel Flow section in Cancel Flow UI for SwiftUI, Kotlin, and Flutter code examples.

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Configuring Questions

Add, edit, and reorder questions from the dashboard. Each question has:
FieldDescription
Question textThe prompt shown to the user (max 500 characters)
Question typesingle_select (predefined options) or free_text (open response)
RequiredWhether the user must answer before proceeding
OptionsFor single_select only — an ordered list of options, each with a label
Questions are presented in the order you set on the dashboard. Drag to reorder.

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Retention Offers

Enable or disable the save offer from the dashboard. When enabled, the flow can present a retention offer before processing the cancellation.
FieldDescription
Offer titleHeading shown on the offer page (max 200 characters)
Offer bodyExplanation of the offer
CTA textButton text for accepting the offer (max 100 characters)
Offer typediscount_percent (e.g., 20% off), free_period (e.g., 1 month free), or custom
Offer valueNumeric value (e.g., 20 for 20% off, 30 for 30 days free)
When a user accepts the retention offer, the outcome is recorded as retained and the subscription continues with the applied offer.

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Pause Option

Enable or disable pause as an alternative to cancellation. When enabled, the flow can present a pause page where the user picks a duration.
FieldDescription
Pause titleHeading shown on the pause page
Pause bodyExplanation of what pausing means
Pause CTA textButton text for confirming the pause
Pause duration optionsEach option has a label and either a number of days or a specific resume date
When a user pauses:
  • The entitlement status changes to paused with a pauseResumesAt date
  • Access is revoked during the pause period
  • The subscription resumes automatically on the resume date and access is restored

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Answer-Level Triggers

Individual answer options in a single_select question can trigger specific pages in the flow:
TriggerBehavior
triggers_offer: trueRoutes the user to the retention offer page after answering
triggers_pause: trueRoutes the user to the pause page after answering
Only one trigger can be set per option. Options without triggers proceed to the next question or the default flow. This lets you tailor the experience based on the cancellation reason. For example, if a user selects “Too expensive,” route them to a discount offer. If they select “Taking a break,” route them to the pause page.

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Outcomes

Every cancel flow interaction results in one of four outcomes:
OutcomeDescription
cancelledUser completed the flow and cancelled their subscription
retainedUser accepted the retention offer and kept their subscription
pausedUser chose to pause their subscription
dismissedUser closed the flow without completing it

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Analytics

The dashboard tracks detailed analytics per cancel flow response:
MetricDescription
Outcome distributionBreakdown of cancelled, retained, paused, and dismissed outcomes
Offer shown / acceptedWhether the retention offer was presented and whether the user accepted
Pause shown / acceptedWhether the pause option was presented and whether the user accepted
Pause duration selectedWhich pause duration the user chose
Last step reachedThe furthest step the user reached in the flow
Question answersIndividual responses — selected option label or free text content
Use this data to optimize your questions and offers. For example, if most users who see the retention offer accept it, consider triggering it for more answer options. If a particular question has low completion, simplify it.
Update questions, offers, and triggers from the dashboard at any time. Changes take effect immediately — no app update required.