Present full cancellation flows in all jurisdictions

What's new?

We updated Cancellation Flows for Paddle Billing so that we present full cancellation flows for customers in regions with one-click cancellation legislation. To remain compliant, we include a link to cancel on each screen of the flow.

There are no changes to Paddle.js or the Paddle API as a result of this change.

How it works

Retain Cancellation Flows presents customers with a simple survey that suggests dynamic salvage attempts — like pausing a subscription or switching plan — as well as gathering useful insights around why they want to cancel. In our testing, we found that it automatically reduced churn through cancellations by up to 30%.

In some regions, you must provide a way for customers to cancel in one click. Previously, we presented customers in these regions with a simple one-screen form that captured a cancellation reason and canceled their subscription.

Now, we present the full cancellation flow to customers in these regions. On each step of the flow, we include a link to cancel their subscription right away — making sure that you're fully compliant with one-click cancellation legislation, while also gathering valuable insights and helping to reduce churn.

Previously

Retain Cancellation Flow modal in regions with one-click cancellation. It says we'll miss you, then there's a button to confirm cancellation.

With the latest update

Retain Cancellation Flow modal in regions with one-click cancellation after this update. The flow is open on page 1, which asks customers how you fell short. At the bottom is a bold confirm cancel subscription button.

Next steps

This change is available now. You don't need to do anything if you're already using Cancellation Flows — we automatically detect when users are in a one-click cancellation region and include a link to cancel right away.

If you don't use Cancellation Flows, check out our guide to get started: Configure Cancellation Flows and salvage offers.