# How to Customize the SaaS Subscription Cancellation Flow > The Custom SaaS Cancellation Flow cuts churn by capturing exit reasons, presenting automated discounts, redirecting clients, and logging every outcome. - Source: https://docs.ghlcustomercare.com/docs/saas-configurator/saas-mode/how-to-customize-the-saas-subscription-cancellation-flow - Section: SaaS Configurator / Saas Mode - Reading time: 4 min - Images: 5, each explained below --- This guide walks you through the new SaaS Sub-Account Cancellation Flow customization options, available to agencies using the SaaS Configurator. It explains how you can personalize the cancellation experience for your clients, offer discounts to reduce churn, track cancellation activity, and redirect users if needed. If you're looking to gain better control over subscriber cancellations and improve retention, this documentation is for you. --- **TABLE OF CONTENTS** - [What is the Custom SaaS Cancellation Flow?](#what-is-the-custom-saas-cancellation-flow) - [Key Benefits of the Custom Cancellation Flow](#key-benefits-of-the-custom-cancellation-flow) - [Global Toggle — Allow Clients to Cancel Subscription](#global-toggle-allow-clients-to-cancel-subscription) - [Manage Cancellation Reasons](#manage-cancellation-reasons) - [Offer Discount to Retain Clients](#offer-discount-to-retain-clients) - [Redirect Users to an External Page](#redirect-users-to-an-external-page) - [Track Cancellation Activity with Activity Logs](#track-cancellation-activity-with-activity-logs) - [Preview the Cancellation Flow](#preview-the-cancellation-flow) - [Frequently Asked Questions](#frequently-asked-questions) - [Related Articles](#related-articles) --- # **What is the Custom SaaS Cancellation Flow?** Custom Cancellation Flow replaces the default “one-click cancel” with a branded, multi-step journey. At each stage—reason collection, discount offer, external redirect—you decide the wording, incentives, and next actions, ensuring clients encounter an intentional retention experience instead of an abrupt exit. --- ## **Key Benefits of the Custom Cancellation Flow** - **Capture Exit Insights**: Gather structured and open-ended cancellation reasons to inform product, pricing, and onboarding improvements. - **Reduce Churn**: Present time-bound percentage discounts during the exit flow to persuade wavering clients to remain subscribed. - **Drive High-Touch Saves**: Redirect cancel-clickers to external concierge pages, surveys, or booking links for personalized retention efforts. - **Maintain Full Visibility**: Track every cancellation attempt or deflection in real-time Activity Logs for transparent reporting and coaching. - **Iterate Without Code**: Update reasons, offers, and copy on demand, enabling rapid A/B testing of retention tactics, without the need for coding --- ## **Global Toggle — Allow Clients to Cancel Subscription** Turning this master switch **ON** reveals the “Modify / Cancel” button inside every sub‑account’s Billing Dashboard. Turning it **OFF** hides all cancellation options, deferring control entirely to the agency. - Location: **Agency View** **→ SaaS Configurator → Cancellation Settings** - Default state for new SaaS businesses: **OFF** - Changes take effect immediately after **Save** ![Global Toggle — Allow Clients to Cancel Subscription (image 1 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155049729631/original/c4U9EzbLVlpHLypPREqGmcFODpPs7OG9jg.png) **Global Toggle — Allow Clients to Cancel Subscription (image 1 of 5)** This screenshot appears in the "Global Toggle — Allow Clients to Cancel Subscription" section of "How to Customize the SaaS Subscription Cancellation Flow". The text alongside this image reads: Location: Agency View → SaaS Configurator → Cancellation Settings Default state for new SaaS businesses: OFF Changes take effect immediately after Save. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: Collecting specific exit feedback helps you identify pricing objections, feature gaps, or onboarding challenges. Here you can configure a list of reasons that your clients will see when they attempt to cancel their SaaS subscription. To…. - How to confirm: Location: Agency View → SaaS Configurator → Cancellation Settings Default state for new SaaS businesses: OFF Changes take effect immediately after Save - Fields: Default state for new SaaS businesses: OFF, Changes take effect immediately after Save - Controls: ON, OFF, Agency View, Save - Next: Collecting specific exit feedback helps you identify pricing objections, feature gaps, or onboarding challenges. Here you can configure a list of reasons that your clients will see when they attempt to cancel their SaaS subscription. To customize reasons: Full procedure: 1. Location: Agency View → SaaS Configurator → Cancellation Settings 2. Default state for new SaaS businesses: OFF 3. Changes take effect immediately after Save --- ## **Manage Cancellation Reasons** Collecting specific exit feedback helps you identify pricing objections, feature gaps, or onboarding challenges. Here you can configure a list of reasons that your clients will see when they attempt to cancel their SaaS subscription. To customize reasons: 1. Go to **SaaS Configurator → Cancellation Settings** 2. Under **Manage Cancellation Reason**, choose from existing defaults or add new ones 3. Click the ✏️ icon to edit any listed reason or ➕ to add a new one 4. The **"Other"** option is always included and allows your customers to type a free-text response ![Manage Cancellation Reasons (image 2 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155049081667/original/MsrKuMGjwHgpVQ80DEG8labRPshCYJaXRQ.png) **Manage Cancellation Reasons (image 2 of 5)** This screenshot appears in the "Manage Cancellation Reasons" section of "How to Customize the SaaS Subscription Cancellation Flow". The text alongside this image reads: Go to SaaS Configurator → Cancellation Settings Under Manage Cancellation Reason, choose from existing defaults or add new ones Click the ✏️ icon to edit any listed reason or ➕ to add a new one The "Other" option is always included and allows your customers to type a free-text response. Immediately after, the guide continues: You can try to save the customer by offering a discount before they confirm cancellation. - Where to go: Go to SaaS Configurator → Cancellation Settings Under Manage Cancellation Reason, choose from existing defaults or add new ones Click the ✏️ icon to edit any listed reason or ➕ to add a new one The "Other" option is always included and allows your customers to type a free-text response - Controls: Manage Cancellation Reason, "Other" - Next: You can try to save the customer by offering a discount before they confirm cancellation. Full procedure: 1. Go to SaaS Configurator → Cancellation Settings 2. Under Manage Cancellation Reason, choose from existing defaults or add new ones 3. Click the ✏️ icon to edit any listed reason or ➕ to add a new one 4. The "Other" option is always included and allows your customers to type a free-text response --- ## **Offer Discount to Retain Clients** You can try to save the customer by offering a **discount** before they confirm cancellation.  A well‑timed price break can nudge users to stay and explore more value before deciding. GHL Customer Care automatically applies the coupon on the next billing cycle. To enable this: 1. Toggle on **Enable Discount Offer** 2. Set: - **Discount %** (e.g., 25%) - **Discount Duration** (e.g., 3 months for monthly plans) 3. Optionally allow users to **receive the offer more than once** 4. When a customer accepts the offer, it’s **automatically applied** to their next billing cycle 5. Customers who accept will be **deflected** from cancellation ⚠️ This feature is currently available for **V1 sub-accounts only** ![Offer Discount to Retain Clients (image 3 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155049081716/original/Y_1JJrodYvghRCvhvGPA942kM9SokSBePA.png) **Offer Discount to Retain Clients (image 3 of 5)** This screenshot appears in the "Offer Discount to Retain Clients" section of "How to Customize the SaaS Subscription Cancellation Flow". The text alongside this image reads: ⚠️ This feature is currently available for V1 sub-accounts only. This part of the guide covers 4 fields, listed below. Immediately after, the guide continues: If you want to handle cancellation logic outside the platform (e.g., on your own site), you can redirect users. This can be used for more advanced off-boarding flows, surveys, or saving attempts. - What this covers: ⚠️ This feature is currently available for V1 sub-accounts only - Fields: Discount % (e.g., 25%), Discount Duration (e.g., 3 months for monthly plans), Optionally allow users to receive the offer more than once, Customers who accept will be deflected from cancellation - Controls: discount, Enable Discount Offer, Discount %, Discount Duration, receive the offer more than once, automatically applied, deflected, V1 sub-accounts only - Next: If you want to handle cancellation logic outside the platform (e.g., on your own site), you can redirect users. This can be used for more advanced off-boarding flows, surveys, or saving attempts. Full procedure: 1. Toggle on Enable Discount Offer 2. Set: 3. Optionally allow users to receive the offer more than once 4. When a customer accepts the offer, it’s automatically applied to their next billing cycle 5. Customers who accept will be deflected from cancellation --- ## **Redirect Users to an External Page** If you want to handle cancellation logic outside the platform (e.g., on your own site), you can redirect users. This can be used for more advanced off-boarding flows, surveys, or saving attempts. Steps: 1. Under **Redirect to External Page**, enter a valid URL 2. When enabled, users will be taken to this page immediately after selecting a cancellation reason 3. The cancellation will **not** complete within GHL Customer Care ![Redirect Users to an External Page (image 4 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155049081726/original/-5esIHLnV47gNyPYzxPDy7xvKMNIN-H_mA.png) **Redirect Users to an External Page (image 4 of 5)** This screenshot appears in the "Redirect Users to an External Page" section of "How to Customize the SaaS Subscription Cancellation Flow". The text alongside this image reads: Under Redirect to External Page, enter a valid URL When enabled, users will be taken to this page immediately after selecting a cancellation reason The cancellation will not complete within GHL Customer Care. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: All cancellation attempts are logged for visibility and analysis. This gives you actionable insights into churn patterns and retention performance. - What to fill in: Under Redirect to External Page, enter a valid URL When enabled, users will be taken to this page immediately after selecting a cancellation reason The cancellation will not complete within GHL Customer Care - Fields: Under Redirect to External Page, enter a valid URL, The cancellation will not complete within GHL Customer Care - Controls: Redirect to External Page, not - Next: All cancellation attempts are logged for visibility and analysis. This gives you actionable insights into churn patterns and retention performance. Example values (illustrative, not read from the screenshot): - Under Redirect to External Page, enter a valid URL: https://northgatedental.com Full procedure: 1. Under Redirect to External Page, enter a valid URL 2. When enabled, users will be taken to this page immediately after selecting a cancellation reason 3. The cancellation will not complete within GHL Customer Care --- ## **Track Cancellation Activity with Activity Logs** All cancellation attempts are logged for visibility and analysis. This gives you actionable insights into **churn patterns** and **retention performance**. To view logs: 1. Scroll to the **Activity Logs** section 2. View: - **Sub-account name & user** - **Timestamp** - **Plan details** - **Cancellation reason** - **Outcome (Cancelled / Deflected)** - **Detection type** (e.g., coupon, redirect) 3. Use the **Download** button for exporting the log ![Track Cancellation Activity with Activity Logs (image 5 of 5)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155049081746/original/I-GIi7zy9SRof0upqSDhtKr5zKGvDSSQmQ.png) **Track Cancellation Activity with Activity Logs (image 5 of 5)** This screenshot appears in the "Track Cancellation Activity with Activity Logs" section of "How to Customize the SaaS Subscription Cancellation Flow". The text alongside this image reads: Scroll to the Activity Logs section View: Use the Download button for exporting the log. This part of the guide covers 7 fields, listed below. Immediately after, the guide continues: Before enabling the flow for your clients, you can simulate it using Preview Mode. Preview Mode reproduces the full client‑side journey in a safe sandbox, letting you double‑check copy, coupon math, and redirect destinations. No coupons…. - What this covers: Scroll to the Activity Logs section View: Use the Download button for exporting the log - Fields: View:, Sub-account name & user, Timestamp, Plan details, Cancellation reason, Outcome (Cancelled / Deflected), Detection type (e.g., coupon, redirect) - Controls: churn patterns, retention performance, Activity Logs, Sub-account name & user, Timestamp, Plan details, Cancellation reason, Outcome (Cancelled / Deflected), Detection type, Download - Next: Before enabling the flow for your clients, you can simulate it using Preview Mode. Preview Mode reproduces the full client‑side journey in a safe sandbox, letting you double‑check copy, coupon math, and redirect destinations. No coupons are issued and no log entries are created while in Preview. This ensures a smooth and polished cancellation experience before going live. Full procedure: 1. Scroll to the Activity Logs section 2. View: 3. Use the Download button for exporting the log --- ## **Preview the Cancellation Flow** Before enabling the flow for your clients, you can simulate it using **Preview Mode**. Preview Mode reproduces the full client‑side journey in a safe sandbox, letting you double‑check copy, coupon math, and redirect destinations. No coupons are issued and no log entries are created while in Preview. This ensures a smooth and polished cancellation experience before going live. How to preview: 1. Click **Preview** (top right of Cancellation Settings) 2. Navigate through each step as your customer would see it 3. Use this to validate text, offers, and logic flow --- ## **Frequently Asked Questions** **Q: Can a client accept the discount more than once?** Yes. Check Allow Sub‑Accounts to receive discount offer more than once in Discount settings. **Q: What happens if I enable an external redirect and the user closes the browser?** The subscription remains active because the in‑app cancellation step was bypassed. The Activity Log will list Deflected – External Link. **Q: Where can I see which team member tried to cancel?** Check the User column in Activity Logs for the exact sub‑account admin. **Q: Can I export the Cancellation Activity Log for auditing or reporting?** Yes. Click Download in Activity Logs to export a CSV that includes every cancellation and deflection event, along with reasons and user data. **Q: Does Preview Mode create real coupons or log entries?** No. Preview runs in a sandbox environment. It displays the full flow for review but does not issue coupons, change subscription status, or write to Activity Logs. **Q: Are deflection events recorded even when the client ultimately keeps the subscription?** Yes. Activity Logs list every attempt, including deflections caused by discount acceptance or external redirect, so you always see total churn‑pressure volume. --- ## **Related Articles** - [How to Cancel SaaS Sub‑Account for Your Client](https://docs.ghlcustomercare.com/docs/saas-configurator/saas-mode/how-to-cancel-saas-sub-account-for-your-client) - Upgrading and Cancelling SaaS Plans for Clients - [Subscription Management in Client Portal](https://docs.ghlcustomercare.com/docs/client-portal/client-portal-2/subscription-management-in-client-portal) - [Coupon Application on Subscription Products](https://docs.ghlcustomercare.com/docs/payments/getting-started-w-payments/coupon-application-on-subscription-products) - [Coupon Application on Subscription Products](https://docs.ghlcustomercare.com/docs/payments/getting-started-w-payments/coupon-application-on-subscription-products) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com