How to edit your Cancellation Prevention settings

Cancellation Prevention settings allow you to manage the cancellation reasons used by support staff and set default survey responses for new Cancellation Prevention flows.

This guide explains how you can update your survey responses.

Before you start

• Updated reasons are used as defaults for new flows, but can still be customized within each flow.
• Existing active flows are not updated automatically.

Access Cancellation Prevention settings

1. In the merchant portal, click Churn tools.
2. Select Cancellation prevention.
3. Click Settings.

Edit cancellation reasons

Use the settings page to update the cancellation reasons available to support staff when cancelling subscriptions from the Customer details page.

Changes made here:

• Update the list of cancellation reasons available to support staff
• Set the default cancellation survey answers for new Cancellation Prevention flows