| name | self-serve-cancellation-design |
| description | Use when designing the cancellation flow for a SaaS subscription. Covers the principles of frictionless cancel, what to ask during cancel (feedback, not pressure), the confirmation, and the post-cancel experience.
|
Self Serve Cancellation Design
Frictionless cancel is a competitive advantage. Customers remember it. Many come back.
Principle: low friction, high trust
Self-serve cancel button. Visible in settings. Cancel takes 2 clicks max (cancel button + confirm).
During cancel
ONE optional feedback question ('Why are you leaving?'). 5 radio options + 'Other (free text)'. Skippable. NOT a barrier.
Confirmation screen
Confirm what cancels (subscription ends [date]), what's preserved (data, can return), what happens next.
Confirmation email
Sent within 1 minute. Includes: cancellation confirmed, end date, how to reactivate, invoice for the period.
Pause vs cancel option
Offer 'Pause subscription' as alternative ONLY if it's a real product feature. Don't pressure — present as equal option.
Common mistakes
Cancel buried in support email. Mandatory retention call. Multi-step survey before cancel allowed. 'Are you sure? Are you really sure? Are you absolutely sure?' loops. Pre-selected 'pause' instead of cancel.
Where this fits in X3 Compass
Applied in the X3 Compass build via the relevant pages and components.
