--- schema: 1 type: video title: We Studied 393 Cancel Flows. This Wins People Back. description: "In this episode, along with insights from Churnkey, We studied 393 cancel flows to find out how to design cancel flows that make people stay, minus the dark patterns. ───────────────────── Our Guest ───────────────────── Daniel Hall leads customer teams at Churnkey, the retention platform subscription companies plug in right behind their cancel button. Churnkey’s data comes from over 12 million cancellation sessions and 500 million billing events, and it has helped recover nearly $300 million in revenue. Follow Daniel Hall on LinkedIn: https://www.linkedin.com/in/mrdanielbhall Huge thanks to Nick Fogle, CEO and Co-Founder at Churnkey for the insights on 'How to write an exit survey' and Khushi Lunkad from https://toption.org for the retention insights. Try Churnkey today: https://churnkey.co/?utm_source=mobbin&utm_medium=youtube Resources by Churnkey: - Voluntary churn benchmarks (In collaboration with Stripe): https://churnkey.co/blog/voluntary-churn-benchmarks?utm_source=mobbin&utm_medium=youtube - Discount insights: https://churnkey.co/blog/discounting-at-cancellation?utm_source=mobbin&utm_medium=youtube - Churn by industry: https://churnkey.co/use-case?utm_source=mobbin&utm_medium=youtube - State of Retention 2025: https://churnkey.co/reports/state-of-retention-2025?utm_source=mobbin&utm_medium=youtube Churnkey on Mobbin: https://mobbin.com/apps/churnkey-web-bdefd616-b5e8-4c53-adb3-fd5fe6b6c2c9 Notes on the data: - \"Cancellation flow\" here means cancelling a subscription. Not deleting an account, not cancelling an order, not a Cancel button on a confirmation dialog. - Caveats: Most iOS subscriptions get cancelled in 'Settings' – 'Subscriptions', not inside the app. Mobbin can't capture that, so the iOS side under-represents how people actually cancel on an iPhone. ───────────────────── Mobbin ───────────────────── Where teams and agents find designs that work. Featuring over 600,000 screens, 322,000 flows, and 1,000 apps, Mobbin is the world's largest UI & UX reference library of fully searchable mobile & web screenshots. https://www.instagram.com/mobbindesign https://x.com/mobbin Mobbin Magazine: https://mobbin.com/blog ───────────────────── Chapters ───────────────────── 00:00 Cancel Flows 00:56 How much discount to offer at cancellation 02:29 Pause 03:17 Downgrade or switch plans 04:08 Free trial extensions 05:13 What if customers turn down every offer 06:48 How to design an exit survey 09:23 Make cancelling easy 11:04 Churn rate benchmarks 11:54 Metrics to track 13:09 Churnkey roasts Mobbin’s cancel flow wow, if you've read till here, say 'churn' in the comments \U0001F440" canonical: >- https://liquidgold.cc/channel/mobbindesign/explore/video/we-studied-393-cancel-flows-this-wins-people-back-59128de29d02 markdown: >- https://liquidgold.cc/channel/mobbindesign/video/we-studied-393-cancel-flows-this-wins-people-back-59128de29d02.md llms: null parent: 'https://liquidgold.cc/channel/mobbindesign.md' channel: mobbindesign updated: '2026-10-24T17:33:02.745Z' language: null children: - >- https://liquidgold.cc/channel/mobbindesign/topic/cancel-flows-and-save-offers-wssaveoffers.md videoId: MQOfPYSYr70 durationSeconds: 901 publishedAt: '2026-10-13T13:17:06.000Z' searchChunks: - ordinal: 0 text: null startSeconds: 0 endSeconds: 12 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=0' heldReason: rights - ordinal: 1 text: null startSeconds: 12 endSeconds: 56 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=12' heldReason: rights - ordinal: 2 text: null startSeconds: 56 endSeconds: 68 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=56' heldReason: rights - ordinal: 3 text: null startSeconds: 68 endSeconds: 154 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=68' heldReason: rights - ordinal: 4 text: null startSeconds: 68 endSeconds: 154 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=68' heldReason: rights - ordinal: 5 text: null startSeconds: 154 endSeconds: 165 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=154' heldReason: rights - ordinal: 6 text: null startSeconds: 165 endSeconds: 199 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=165' heldReason: rights - ordinal: 7 text: null startSeconds: 210 endSeconds: 255 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=210' heldReason: rights - ordinal: 8 text: null startSeconds: 255 endSeconds: 267 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=255' heldReason: rights - ordinal: 9 text: null startSeconds: 267 endSeconds: 323 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=267' heldReason: rights - ordinal: 10 text: null startSeconds: 334 endSeconds: 412 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=334' heldReason: rights - ordinal: 11 text: null startSeconds: 334 endSeconds: 412 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=334' heldReason: rights - ordinal: 12 text: null startSeconds: 412 endSeconds: 423 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=412' heldReason: rights - ordinal: 13 text: null startSeconds: 423 endSeconds: 572 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=423' heldReason: rights - ordinal: 14 text: null startSeconds: 423 endSeconds: 572 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=423' heldReason: rights - ordinal: 15 text: null startSeconds: 423 endSeconds: 572 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=423' heldReason: rights - ordinal: 16 text: null startSeconds: 572 endSeconds: 582 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=572' heldReason: rights - ordinal: 17 text: null startSeconds: 582 endSeconds: 670 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=582' heldReason: rights - ordinal: 18 text: null startSeconds: 582 endSeconds: 670 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=582' heldReason: rights - ordinal: 19 text: null startSeconds: 670 endSeconds: 681 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=670' heldReason: rights - ordinal: 20 text: null startSeconds: 681 endSeconds: 715 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=681' heldReason: rights - ordinal: 21 text: null startSeconds: 725 endSeconds: 794 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=725' heldReason: rights - ordinal: 22 text: null startSeconds: 725 endSeconds: 794 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=725' heldReason: rights - ordinal: 23 text: null startSeconds: 794 endSeconds: 804 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=794' heldReason: rights - ordinal: 24 text: null startSeconds: 804 endSeconds: 901 watch: 'https://liquidgold.cc/watch/MQOfPYSYr70?t=804' heldReason: rights --- # We Studied 393 Cancel Flows. This Wins People Back. In this episode, along with insights from Churnkey, We studied 393 cancel flows to find out how to design cancel flows that make people stay, minus the dark patterns. ───────────────────── Our Guest ───────────────────── Daniel Hall leads customer teams at Churnkey, the retention platform subscription companies plug in right behind their cancel button. Churnkey’s data comes from over 12 million cancellation sessions and 500 million billing events, and it has helped recover nearly $300 million in revenue. Follow Daniel Hall on LinkedIn: https://www.linkedin.com/in/mrdanielbhall Huge thanks to Nick Fogle, CEO and Co-Founder at Churnkey for the insights on 'How to write an exit survey' and Khushi Lunkad from https://toption.org for the retention insights. Try Churnkey today: https://churnkey.co/?utm_source=mobbin\&utm_medium=youtube Resources by Churnkey: - Voluntary churn benchmarks (In collaboration with Stripe): https://churnkey.co/blog/voluntary-churn-benchmarks?utm_source=mobbin\&utm_medium=youtube - Discount insights: https://churnkey.co/blog/discounting-at-cancellation?utm_source=mobbin\&utm_medium=youtube - Churn by industry: https://churnkey.co/use-case?utm_source=mobbin\&utm_medium=youtube - State of Retention 2025: https://churnkey.co/reports/state-of-retention-2025?utm_source=mobbin\&utm_medium=youtube Churnkey on Mobbin: https://mobbin.com/apps/churnkey-web-bdefd616-b5e8-4c53-adb3-fd5fe6b6c2c9 Notes on the data: - "Cancellation flow" here means cancelling a subscription. Not deleting an account, not cancelling an order, not a Cancel button on a confirmation dialog. - Caveats: Most iOS subscriptions get cancelled in 'Settings' – 'Subscriptions', not inside the app. Mobbin can't capture that, so the iOS side under-represents how people actually cancel on an iPhone. ───────────────────── Mobbin ───────────────────── Where teams and agents find designs that work. Featuring over 600,000 screens, 322,000 flows, and 1,000 apps, Mobbin is the world's largest UI & UX reference library of fully searchable mobile & web screenshots. https://www.instagram.com/mobbindesign https://x.com/mobbin Mobbin Magazine: https://mobbin.com/blog ───────────────────── Chapters ───────────────────── 00:00 Cancel Flows 00:56 How much discount to offer at cancellation 02:29 Pause 03:17 Downgrade or switch plans 04:08 Free trial extensions 05:13 What if customers turn down every offer 06:48 How to design an exit survey 09:23 Make cancelling easy 11:04 Churn rate benchmarks 11:54 Metrics to track 13:09 Churnkey roasts Mobbin’s cancel flow wow, if you've read till here, say 'churn' in the comments 👀 Canonical: https://liquidgold.cc/channel/mobbindesign/explore/video/we-studied-393-cancel-flows-this-wins-people-back-59128de29d02 · Channel: [Mobbin](https://liquidgold.cc/channel/mobbindesign.md) ## Related topics - [Cancel Flows and Save Offers](https://liquidgold.cc/channel/mobbindesign/topic/cancel-flows-and-save-offers-wssaveoffers.md) > Search chunk text is held until public-source provenance is verified. ## Document chunks --- #### Chunk 0: Document excerpt (0:00 to 0:56) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 1: Document excerpt (0:56 to 2:34) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 2: Document excerpt (2:34 to 3:19) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 3: Document excerpt (3:19 to 4:15) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 4: Document excerpt (4:15 to 5:23) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 5: Document excerpt (5:23 to 6:52) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 6: Document excerpt (6:52 to 9:32) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 7: Document excerpt (9:32 to 11:10) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 8: Document excerpt (11:10 to 11:55) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 9: Document excerpt (11:55 to 13:14) > Held: transcript rights do not permit this chunk's text. --- #### Chunk 10: Document excerpt (13:14 to 15:01) > Held: transcript rights do not permit this chunk's text.