How do cancellation and churn prevention flows work in Recurly Commerce?

Cancellation and churn prevention flows allow you to customize what subscribers see when they try to cancel—so you can reduce churn and recover lost revenue.

Before you begin

• This feature is not available on all plans. Contact Recurly Sales or your account manager to enable it.

• Intelligent cancellation flows are currently in beta.

• Additional customization options may require support from your CSM.

What are cancellation and churn prevention flows?

These flows let you control the cancellation experience by showing messages, offers, or actions that may persuade a subscriber to stay.

What can I configure?

Custom messaging
Display banners, messages, or videos that reinforce your brand value and reasons to stay subscribed.

Targeted incentives
Offer discounts, extended trials, or one-time perks to specific customers based on their subscription segment.

Dynamic alternatives
Suggest plan changes, delivery cadence adjustments, or payment deferrals to meet the subscriber’s needs.

Why use this?

• Recover at-risk revenue with well-timed offers

• Reduce churn by addressing the reason for canceling

• Match the flow to your storefront’s branding without writing code

These settings are controlled within your Recurly Commerce admin. Contact your CSM to activate additional options or request help with setup.

For more details, visit our Recurly Commerce Product Documentation.