--- title: "Cancellation offers and reasons: Subscriptions docs" description: "Ask subscribers why they are leaving and show a discount or a pause before they cancel. Set up cancellation reasons and offers in Chargezen." url: "https://chargezen.com/docs/subscriptions/cancellation-flows" lang: "en" updated: "2026-10-18" --- Canonical URL: https://chargezen.com/docs/subscriptions/cancellation-flows # Cancellation offers and reasons Ask subscribers why they are leaving and show a discount or a pause before they cancel. Set up cancellation reasons and offers in Chargezen. Last updated: 2026-10-18 When a subscriber starts to cancel, Chargezen can ask why and then show one offer that fits the answer: a discount, a pause or a longer pause. Many people who cancel only need a break or a better price. Offers are set up in **Subscriptions → Customer experience → Cancellation offers**. The reasons customers choose from are set up in the customer portal settings. ## Set up cancellation reasons 1 #### Open the cancellation flow Go to **Subscriptions → Customer experience → Customer Portal**, choose **Customize** on your portal and open the **Cancellation flow** tab. 2 #### Turn the reason list on Under **Cancellation reasons & retention strategy**, the line **Cancellation reason flow is currently enabled** (or disabled) shows the state. Choose **Enable** to ask customers why they are cancelling. 3 #### Add your reasons Choose **Add cancellation reason**, or **Edit** on an existing one. In **Edit Cancellation Reason**, fill in **Subscription Cancellation Reason** (what the customer picks), **Custom message for cancellation options** (shown above the offer) and **Custom message for cancellation confirmation**. Both messages accept HTML. 4 #### Order and save Use the up and down arrows to put the most common reasons first, then save. ## Create a cancellation offer 1 #### Start an offer In **Cancellation offers**, choose **Create offer**. 2 #### Choose what customers get Pick **Discount**, **Pause** or **Extended pause** and fill in the amount, code or number of days. 3 #### Write the message Add a **Title** and **Message**, or leave the message empty to use the suggested wording. 4 #### Choose who sees it Under **Who sees it**, choose the reason it is for and any minimum orders or subscription value. 5 #### Preview and save Use **Customer picked** in the top bar to preview the offer as a customer who chose each reason, on desktop or mobile. Then choose **Save**. 6 #### Turn offers on Back on the list, choose **Turn offers on**. The banner then reads **Customers see offers when they cancel**. ## Offer options | Option | What it does | | --- | --- | | What customers get | Discount: a discount code is applied to their subscription. Pause: their subscription pauses, then resumes on its own. Extended pause: a longer break for customers who need more time. | | Discount type | Percentage or Fixed amount, then Percentage off or Amount off. | | Discount code | The code applied when the customer accepts, for example SAVE10. Create the code in Shopify under Discounts first, with the same amount off. | | Pause length in days | For pause offers. The subscription resumes on its own after this many days. | | Title and Message | What the customer reads. Leave the message empty to show the suggested one, such as "Get 20% off your next order." or "Pause for 30 days, then your subscription resumes." | | Show for | All reasons, or one cancellation reason. An offer for a specific reason is shown instead of an offer for all reasons. | | Minimum orders placed and Minimum subscription value | Only subscriptions with at least these see the offer. Leave them empty to show it to everyone. | | Offer name | Only you see it. Customers see it as the title when the offer has none. | | Show this offer to customers | On by default. Turn it off to keep the offer without showing it. | | Priority | When several offers match, customers see the one with the highest priority. Starts at 0. | ### Offer statuses * **Active**: customers can see it. * **Off**: kept, but not shown. * **Not shown**: the offer can't be accepted as set up, for example a discount offer with no code. Use **Turn off** for an offer customers have already seen, so its history stays. **Delete** is for offers no customer has seen yet. ## What customers see In their account, customers choose **Cancel subscription**, answer **Why are you canceling?**, and then see **Before you go** with your reason's message (or **Would one of these work better for you?**) and the best matching offer. They can choose **Accept offer** or **No thanks, cancel**. Accepting shows **Your discount was applied** or **Paused until** the resume date. Customers can always finish cancelling. Who can cancel Whether customers can cancel on their own is set in Settings → Subscriptions → **Self-Service Permissions**, row **Cancel subscription**. See [Customer portal](https://chargezen.com/docs/subscriptions/portal). ## Troubleshooting ### Customers don't see my offer * Check the banner on the list: offers must be turned on. * Check the offer's status is **Active**, not Off or Not shown. * An offer for one reason only shows to customers who pick that reason. Use **Customer picked** to check. * Minimum orders or subscription value may be filtering the customer out. ### The customer saw "Unable to apply offer" The discount code probably doesn't exist in Shopify, or doesn't apply to subscription orders. Create it in Shopify under Discounts with the same amount off, then try the offer again. ### Two offers match. Which one shows? An offer for the customer's reason wins over one for all reasons. After that, the highest **Priority** wins. ## Related * [Cancellation prevention](https://chargezen.com/subscriptions/cancellation-prevention): how Chargezen helps subscribers stay. * Glossary: [save rate](https://chargezen.com/glossary/save-rate), [voluntary churn](https://chargezen.com/glossary/voluntary-churn), [pause subscription](https://chargezen.com/glossary/pause-subscription). ### Related Articles [ #### Win back cancelled subscribers What to do after a subscriber leaves ](https://chargezen.com/docs/subscriptions/win-backs)[ #### Pause, cancel and reactivate Cancel or pause a subscription for a customer ](https://chargezen.com/docs/subscriptions/pause-cancel-reactivate)[ #### Customer portal Where subscribers start a cancellation ](https://chargezen.com/docs/subscriptions/portal) Was this page helpful? Need more help? [Contact support](https://chargezen.com/docs/checkoutos/troubleshooting/support)