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Cancellation funnels help retain customers who want to cancel their subscriptions. Instead of losing them completely, offer alternatives that address their concerns.
Cancellation funnels are created the same way as acquisition funnels, but they include additional cancellation actions:
  • Swap subscription: Offer a discounted alternative instead of complete cancellation. Learn about subscription swap flow.
  • Gift free period: Select a period to extend their current billing cycle for free. This gives you time to demonstrate value before the next charge.
  • Pause subscription: Temporarily suspend access and stop billing while maintaining the customer relationship.
  • Cancel subscription: If retention fails, process the cancellation gracefully. Cancels all of the customer’s subscriptions with the same payment provider.
  • Resume subscription: Paused subscriptions can be resumed at any time.
Learn more about actions.

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How cancellation funnels work

Cancellation funnels work with Stripe, Paddle, Solidgate, and FunnelFox Billing subscriptions only. You can configure how the payment provider processes subscription swaps or cancellations directly in the Editor when editing actions. When a customer enters the funnel with their profile ID, FunnelFox loads their subscriptions across all organization projects and uses the payment provider from their original purchase. When the customer takes an action, the payment provider applies your configuration and syncs with the . Swap, pause, and gift free period affect the most recently purchased active or trialing subscription; cancel affects all of them. For example, pausing a Stripe subscription immediately appears in:
Cancellation funnels aren’t personalized by product and act across all organization projects.
  • A funnel offering 1 free week gives the same gift period to everyone (e.g., 1-year and 1-week plans).
  • Swap, pause, and gift free period modify only the last purchased active or trialing subscription.
  • Cancel subscription cancels all of the customer’s subscriptions with that payment provider.

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Subscription swap

If you’d like to offer customers a discounted alternative instead of a full cancellation, you can configure a subscription swap. Because payment providers handle this differently, the resulting flow depends on which provider you use:
You can offer a subscription swap even if the new subscription belongs to a different Stripe account integrated with FunnelFox.When customer activates a discount (swaps subscription):
1

Seamless transition

Their current subscription keeps running until the end of the current billing period (or trial, if they’re trialing).
2

At period end, the current subscription ends

Stripe cancels the current subscription automatically at that time.
3

The new subscription starts right after

As soon as the old one ends, Stripe activates the new subscription (or starts the new plan’s trial, if it has one).
4

Billing happens for the new plan when it starts

The customer is charged for the new plan when it becomes active. If the new plan includes a paid trial, Stripe charges the trial payment at the moment of the swap (even though the plan/trial starts at period end).
For example:
  • Current paid period: September 1–30, $20/month.
  • Subscription swap: September 23.
  • Monthly price of new plan: $10.
Result:
  • Sep 23 - Sep 30: the customer stays on the $20/month subscription (no change, no interruption).
  • On Oct 1:
    • The $20/month subscription is canceled.
    • The $10/month subscription becomes active.
    • The customer is billed $10.
If the new plan includes a paid trial: the customer would pay the trial amount on Sep 23, and the new plan/trial would still begin on Oct 1 (right after the current period ends).

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Cancel subscription

Cancel subscription cancels all of the customer’s subscriptions with the payment provider from their original purchase, not just the most recent one. Cancellation behavior is consistent for Stripe and Paddle, but differs slightly for Solidgate cancellation funnels.
Any canceled subscription runs until the end of the current paid period.

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Subscription condition

Use the Subscription visibility condition to show content based on whether FunnelFox finds the customer’s subscription.
FunnelFox returns Not found when:
  • The customer has no subscription.
  • The vendor_subscription_id in the access link matches no subscription.
  • FunnelFox can’t load the subscription, for example because of a network error.
FunnelFox checks one subscription per customer:
  • If the access link includes vendor_subscription_id, FunnelFox checks that subscription.
  • Otherwise, FunnelFox picks one in this order: renewing active or trialing, active or trialing with a scheduled cancellation, paused, overdue, then cancelled or expired.
FunnelFox checks the subscription once per funnel visit. If the customer pauses or cancels inside the funnel, conditions and variables on later screens still show the original data.

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Show subscription details

Use subscription variables to show the customer’s plan on any screen. For example:
See the full list in Subscription variables. To access a cancellation funnel, the customer must be identified. FunnelFox directs customers into a specific cancellation flow when you pass their profile ID (fpid) as a query parameter:
You can find a customer’s profile ID in the following ways:
Use preview mode to test cancellation funnels without affecting real subscriptions. Preview mode won’t modify actual customer data.