Cancellation Flow Template for Product Growth

Yes, if they are genuine and helpful. Offering a discount to a customer who says the product is too expensive is a legitimate business response. Offering a pause to someone not using the product is considerate. What is unethical: hiding the cancel button, requiring a phone call, showing five screens of guilt-trip content, or making the user repeat the process after "errors." The test is simple: would you be comfortable if a journalist described your cancellation flow?

Three to five steps. Fewer than three means you are not capturing reasons or offering alternatives. More than five feels like an obstacle course. The critical steps are: confirm intent, capture reason, offer alternative, confirm cancellation. Everything else is optional.

No. Only offer discounts to customers whose primary reason is price. Offering a discount to someone who switched to a competitor or found the product too complex does not address their actual problem. Match the offer to the reason. Mismatched offers feel tone-deaf.

Thirty to ninety days is standard. Shorter than 30 days feels aggressive and reduces win-back potential. Longer than 90 days increases storage costs with diminishing returns. Send a data export reminder 7 days before deletion. For GDPR compliance, you must delete on request regardless of your standard retention period. The [PLG Handbook](/plg-guide) covers data retention strategies in detail. ---