TABLE OF CONTENTS

• Manage Cancellation Reasons
• Offer Discount to Retain Clients
• Redirect Users to an External Page
• Track Cancellation Activity
• Preview the Cancellation Flow

Manage Cancellation Reasons

You can configure a list of reasons that your clients will see when they attempt to cancel their SaaS subscription.

To customize reasons:

1. Go to SaaS Configurator → Cancellation Settings

2. Under Manage Cancellation Reason, choose from existing defaults or add new ones

3. Click the ✏️ icon to edit any listed reason or ➕ to add a new one

4. The "Other" option is always included and allows your customers to type a free-text response

This helps you better understand why clients leave and personalize follow-up strategies.

Offer Discount to Retain Clients

You can try to save the customer by offering a discount before they confirm cancellation.

To enable this:

1. Toggle on Enable Discount Offer

2. Set:

   • Discount % (e.g., 25%)

   • Discount Duration (e.g., 3 months for monthly plans)

3. Optionally allow users to receive the offer more than once

4. When a customer accepts the offer, it’s automatically applied to their next billing cycle

5. Customers who accept will be deflected from cancellation

⚠️ This feature is currently available for V1 sub-accounts only

Redirect Users to an External Page

If you want to handle cancellation logic outside the platform (e.g., on your own site), you can redirect users.

Steps:

1. Under Redirect to External Page, enter a valid URL

2. When enabled, users will be taken to this page immediately after selecting a cancellation reason

3. The cancellation will not complete within HighLevel

Use this for more advanced offboarding flows, surveys, or saving attempts.

Track Cancellation Activity

All cancellation attempts are logged for visibility and analysis.

To view logs:

1. Scroll to the Activity Logs section on the same screen

2. View:

   • Sub-account name & user

   • Timestamp

   • Plan details

   • Cancellation reason

   • Outcome (Cancelled / Deflected)

   • Detection type (e.g., coupon, redirect)

3. Use the Download button for exporting the log

This gives you actionable insights into churn patterns and retention performance.

Preview the Cancellation Flow

Before enabling the flow for your clients, you can simulate it using Preview Mode.

How to preview:

1. Click Preview (top right of Cancellation Settings)

2. Navigate through each step as your customer would see it

3. Use this to validate text, offers, and logic flow

This ensures a smooth and polished cancellation experience before going live.