Design a subscription cancellation flow that saves customers fairly
A cancel flow with exit survey, targeted save offers, and copy that stays within click-to-cancel and auto-renewal rules.
The prompt
Design a cancellation flow for my SaaS subscription.
Plans and billing: [monthly / annual, self-serve or sales-managed, prices]
Top cancellation reasons we see: [DATA or best guess - e.g. too expensive, not using it, missing feature, switching tool]
Save offers we can afford: [discount, pause, downgrade, plan switch, extended trial, help session]
Where customers are: [countries and US states, consumer or business customers]
Current flow: [describe it, or "customers must email support"]
Design:
1. The step-by-step flow: entry point, exit survey, reason-specific save offer, confirmation, and post-cancel email. Keep it short.
2. Exit survey: 5-7 reasons plus free text, single choice, optional.
3. A table mapping each reason to one relevant offer (or none) and the copy for it.
4. Screen copy for each step, plus the confirmation email (what ends, when access stops, data retention and export, how to come back).
5. Win-back plan: what to send at 14 and 60 days, if appropriate.
6. Metrics: cancel attempts, save rate by reason, saved customers still active after 90 days, and complaints.
Rules:
- Cancelling must be as easy as signing up. No hidden buttons, guilt-trip copy, forced calls, or repeated offers.
- Show one save offer at most, with a clear "No thanks, cancel" option at every step.
- Check auto-renewal and cancellation rules where I sell (such as FTC rules on negative option billing, state auto-renewal laws, and EU consumer rules) and flag what to confirm with counsel. This is general information, not legal advice.
Highlighted [brackets] are blanks to replace with your own details.
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What to fill in
- monthly / annual, self-serve or sales-managed, prices
- countries and US states, consumer or business customers
- describe it, or "customers must email support"
How this prompt is built
This prompt follows the Chain-of-Thought structure (Chain-of-thought prompting). A chain-of-thought prompt asks the model to work through a problem step by step before giving its answer, which tends to help on reasoning, planning and multi-part questions.
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