Reasons

Cancellation reasons collect why the customer wants to cancel. Each reason can trigger a specific prevention option, alternatives like pausing or skipping a payment, before the customer reaches the offers step.

What Are Cancellation Reasons?

The reasons step is the second screen in the cancellation flow. After viewing the benefit page, the customer selects a reason for cancelling from a list you configure. This serves two purposes:

1. Data collection: Understand why customers cancel to improve your product and offers

2. Prevention routing: Each reason can offer different prevention alternatives

Viewing Reasons

Navigate to Sublium Subscription > Retain > Cancellation Flows and click the Reasons tab.

The listing shows:

Column	Description
Name	Reason text (displayed to customers)
Status	Active, Draft, or Archived
Prevention Options	Which prevention options are enabled
Selections	Number of times customers selected this reason

How to Create a Reasons Page For Cancellation Flow

Follow these steps described below to create a reason page for the cancellation flow in Sublium Subscriptions:

Step 1: Create a page

Click Create Page New, enter a name, and click Create.

Step 2: Edit the reason page content

Next, add the title, check the option “Suggest alternative options when customers attempt to cancel by selecting a reason“ to start adding the reasons.

Next, check the Pause Subscription and Skip Next Payment options to provide a link to the respective page for customers.

Step 3: Add conditions to show reasons (optional)

Next, to add conditions, scroll down and hit the button “Add Condition“.

You can choose between the two categories: Subscriber and Current Subscription to set the condition.

Here are the values you get for each category:

Subscriber : 

Field	Description
Back	Indicates if the customer has returned to a previous plan or navigated back.
Email	Subscriber’s email address.
First Name	Subscriber’s first name.
Last Name	Subscriber’s last name.
Joined Date	Date when the subscriber first joined.
Joined Days	Number of days since the subscriber joined.
Has Active Subscription	Whether the subscriber has any active subscription.
Renewal Count	Total number of times the subscriber’s subscriptions have been renewed.
Active Count	Number of currently active subscriptions the subscriber has.
Purchased Products	List of products purchased by the subscriber.
Active Subscription Product	Product(s) associated with the subscriber’s active subscription(s).
Revenue	Total revenue generated from this subscriber.
Inactive Count	Number of subscriptions the subscriber had that are now inactive.
MRR	Monthly Recurring Revenue from this subscriber.
ARR	Annual Recurring Revenue from this subscriber.
Last Order Date	Date of the subscriber’s most recent order.
Next Renewal Date	Upcoming renewal date for the subscriber’s active subscription(s).
Next Renewal Days	Number of days remaining until the next renewal.

Current Subscription Category:

Field	Description
Is Active	Shows whether this specific subscription is currently active.
Renewal Count	Number of times this subscription has been renewed.
Purchased Products	List of products included in this subscription.
Revenue	Revenue generated from this specific subscription.
MRR	Monthly Recurring Revenue from this subscription.
ARR	Annual Recurring Revenue from this subscription.
Last Order Date	Date of the most recent order for this subscription.
Next Renewal Date	Upcoming renewal date for this subscription.
Next Renewal Days	Days remaining until this subscription’s next renewal.

After selecting a value, set the Rule. For instance, show only if the MRR of the subscription product is over a certain price.

Step 4: Set the status to active

Next, set the status to Active.

Next, make sure hit Activate to Confirm.

This is how you can create a reasons page for the cancellation flow in Sublium Subscriptions.

Customer View

Reason Selection

The customer sees a list of all active reasons. They must select one to proceed. The reasons appear in the configured sort order.

If the customer doesn’t select a reason and clicks continue, they see the validation message configured in. Settings (default: “Please select a reason”).

Prevention Options

After selecting a reason, the prevention options configured for that reason appear. The customer can:

• Choose a prevention option: The action is applied immediately (pause or skip), and the matching confirmation page displays.
• Continue Cancelling: Skips prevention, proceeds to the retention offer step

If no prevention options are configured for the selected reason, the flow skips directly to the offers step.

Managing Reasons

Change Status

To change status: open the page editor and update the Status field, or use the quick status toggle in the

Available statues:

Status	Behavior
Active	Shows in the reasons list.
Draft	Not shown to customers as reasons.

Reordering

If you have multiple benefit pages, drag and drop to reorder. Reasons are displayed to customers in the configured sort order. Click on this ⋮⋮ icon to drag and drop.

Note: When multiple reasons are configured, the system will display the page with the highest priority to customers.

Rename

Hit the ⋮ icon next to a benefit page, choose Rename, add the name, and Confirm.

Draft

Hit the ⋮ icon next to a benefit page, choose Draft, and confirm.

Duplicate

Hit the ⋮ icon next to a benefit page, choose Duplicate, and confirm. This will create a copy in draft status.

Delete

Hit the ⋮ icon next to a benefit page, choose Delete, and confirm.

Best Practices

Practice	Rationale
Cover 4-6 common reasons	Enough to capture patterns without overwhelming the customer
Use clear, non-judgmental language	Customers should feel comfortable selecting honestly
Match prevention options to the reason	A “too expensive” reason benefits from a pause option; a “not using enough” reason benefits from a skip
Include an “Other” reason	Captures edge cases you haven’t anticipated
Review reason analytics monthly	Identify shifts in why customers leave