Retention · Growth plan
A subscriber who left because of price gets different copy than one who said the timing was wrong. The reason comes from the cancellation flow survey — the routing to the right win-back variant happens automatically.
4+
Cancellation reason categories — each routes to different copy
Automatic
Routing from survey answer to win-back variant
2–5 emails
Win-back sequence — stops on reactivation
Quick answer
Cancellation win-back routing personalizes the post-cancel email sequence based on the reason a subscriber stated when cancelling. A subscriber who cited price gets cost-focused copy; one who cited timing gets a come-back-when-ready message with a reactivation link. Routing from survey answer to win-back variant is automatic. Available on the Growth plan.
The problem
The subscriber who left because it was too expensive does not want a feature recap. The one who left because of timing does not want a discount. A single win-back sequence sends the wrong message to most of the people who receive it.
Generic win-back (all reasons, same email)
Reason-routed win-back
How it works
01
The cancellation flow intercepts before the cancel goes through and presents a short reason survey. The options match common exit reasons: too expensive, missing a feature, switching tools, timing, other.
02
The subscriber's selected reason is stored against their account. This feeds both the cancellation reason analytics view and the win-back routing logic.
03
The cancellation goes through. Recurflux selects the win-back variant that matches the captured reason and queues the sequence — 2 to 5 emails based on subscriber value.
04
Each email in the sequence carries copy written for the specific reason. Price: cost angle. Feature gap: product update angle. Timing: low-pressure reactivation link.
05
The moment the subscriber reactivates, any remaining emails are cancelled. They will not receive a win-back email after coming back.
What you control
01
Edit the subject line and body for each reason category. Price, feature gap, switching tools, timing, and a general fallback. Preview each before activating.
02
A chart showing the distribution of cancellation reasons across all exits. See which reasons are most common and where your retention offers or product roadmap should focus.
03
See reactivation rate broken down by cancellation reason. Understand which reason group responds best to win-back and where the copy may need work.
Route win-back by cancel reason automatically. Connect and stop treating every churn the same.
See how this works →FAQ
When a subscriber clicks cancel, Recurflux intercepts with a reason survey before the cancellation goes through. Their answer — too expensive, missing a feature, switching tools, timing — is captured and stored alongside their account.
The subject line, opening, and primary message are written to match the stated reason. A subscriber who left because of price receives a cost-focused message. One who left because of timing receives a "come back when ready" message with a reactivation link. The number of steps varies by subscriber value (2–5), but the copy changes per reason throughout.
If they skip or dismiss the survey, they receive the default win-back sequence — the same 2 to 5-step flow without reason-specific personalisation.
Growth plan only. The standard win-back email sequence (without reason routing) is available on all plans.
Yes. In settings, you can edit the email copy for each reason category — price, feature gap, switching tools, timing, and a general catch-all. Preview each variant before activating.
Related features
Retention
The survey that captures the reason — win-back routing depends on this.
Retention
The base win-back sequence (2–5 emails by subscriber value) that reason routing personalises.
Analytics
Cancellation reason breakdown and per-reason reactivation rates in one view.
Works with your processor
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