What this video covers
This video walks through every setting on the Cancellation Management page: the three cancellation flows, the reasons and offers in a Member Retention Flow (Cancel Action, Cancel Discount, Select Plan, Retention Message, Additional Feedback and Feedback Required), how long a discount or pause lasts, and the optional Cancellation Message. It ends in the customer portal, with what members see for each flow.
In short
Open More > Cancellation Management and choose a Cancellation Flow Type: Cancel Immediately (members confirm once, then cancel), Provide Cancellation Instructions (members see your text and a Close button instead), or Member Retention Flow (members pick a reason first, and can get an offer).
In a Member Retention Flow, each reason has a Cancel Action: None, Offer Discount (type the percentage in Cancel Discount, and use Select Plan to limit it to the plans you pick) or Pause Membership. Set the Cancel Action first: it fills in a starting Retention Message and replaces what's there.
Set Additional Feedback to Yes to give members a comment box for a reason, and Feedback Required to Required when they must answer before they can cancel.
Discount length and Pause length set how many billing cycles each offer lasts. When Pause length is above 1, a checkbox lets members choose a pause of 1 up to that many cycles.
The Cancellation Message is optional and shows above the reasons, only with Member Retention Flow. Show Cancel Button in Member Portal Settings turns the portal's Cancel Membership button on or off. If a plan's Cancellation Policy sets a minimum number of renewals, members see a note instead until they reach it.