Subscription cancel flow
Graceful offboarding that preserves customer goodwill and collects actionable churn signals before the account deactivates.
Overview
When a user clicks Cancel subscription in the billing portal, Meridian intercepts the intent and runs a three-step retention sequence before forwarding to the payment processor. The flow is designed to reduce involuntary churn while respecting the user's decision.
Step 1 — Reason capture
Present a single-select modal with predefined churn categories: too expensive, missing feature, temporary break, switched to competitor, other. Each option maps to an internal tag used for cohort analysis in the dashboard.
If the user selects too expensive, immediately surface a one-time discount offer before proceeding.
Step 2 — Pause option
Offer a 30-day pause instead of full cancellation. During the pause, license keys remain valid but billing is suspended. The account automatically reactivates after the pause window unless the user cancels permanently.
Step 3 — Confirmation
If the user declines both the discount and the pause, show a final summary screen listing what they lose: license deactivation date, data retention policy, and a one-click resubscribe link valid for 90 days.
Webhook integration
On final confirmation, POST the cancellation payload to the SellAuth webhook endpoint. The loader deactivates the license key at the end of the current billing period. The dashboard updates the subscription state to canceled within 60 seconds.