self-serve-cancellation-design

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.