Cancellation Flow conditions and actions
About conditions, actions and solutions
The standard Cancellation Flow and Cancellation AI Flow both use customer or subscription information to personalise the cancellation experience.
However, the controls are presented differently:
· The standard Cancellation Flow uses conditions, matching solutions, fallback solutions and action buttons within each cancellation reason.
· Cancellation AI Flow uses a visual decision tree made up of condition, reason and solution nodes.
The available option names also differ slightly between the two builders.
Standard Cancellation Flow conditions
Lifetime value
Use Lifetime value to show a solution based on the value associated with the customer.
Example: Lifetime value is at least £200
Customer orders
Use Customer orders to show a solution based on the number of orders placed by the customer.
Example: Customer orders is greater than 5
Subscription orders
Use Subscription orders to show a solution based on the number of subscription orders processed.
Example: Subscription orders equals 1
How multiple conditions work
When you add more than one condition to the standard Cancellation Flow, every condition must be met.
For example:
· Customer orders is at least 5
· Lifetime value is greater than £200
The customer must meet both conditions to see the solutions under If conditions match.
Customers who do not meet every condition see the solutions under Otherwise.
Standard Cancellation Flow actions
Skip
Allows the customer to skip an upcoming subscription order.
Suggested button text: Skip my next order
Cancel
Allows the customer to continue with the subscription cancellation.
Suggested button text: Continue cancellation
Use clear wording so customers understand that selecting the button will cancel their subscription.
Pause
Temporarily pauses the customer’s subscription.
Suggested button text: Pause my subscription
Delay
Postpones an upcoming subscription order.
Suggested button text: Delay my next order
Change Date
Allows the customer to select a different date for their next subscription order.
Suggested button text: Choose another date
Swap Product
Allows the customer to replace a product in their subscription.
Suggested button text: Choose another product
Support
Provides the customer with a way to contact the merchant’s support team.
Suggested button text: Contact support
Link
Opens a configured internal or external destination.
Suggested button text: Learn more
Discount
Presents an eligible discount offer to the customer.
Suggested button text: Apply discount
Cancellation AI Flow conditions
In Cancellation AI Flow, the AI uses the customer's cancellation input to associate them with a relevant Reason node. Conditions can then further personalise the path using customer or subscription information. The condition node includes:
· condition type
· comparison operator
· value
For example: Customer Orders is at least 5
The result determines which branch of the decision tree the customer follows.
Cancellation AI Flow solutions
The AI builder includes the following solutions:
Skip Order
Skips an upcoming subscription order.
Cancel
Allows the customer to continue with cancellation.
Pause
Temporarily pauses the subscription.
Delay
Delays the next subscription order.
The builder allows merchants to enter the available delay-day options.
For example: 1, 2, 3, 4, 5, 7, 10
Reschedule
Allows the next subscription order to be moved to another date.
Swap Product
Allows the customer to replace a subscription product.
Customer Service
Directs the customer towards a customer service option.
Offer discount
Applies or presents a configured discount code.
The solution node includes a field for the discount code.
Link
Opens a configured internal or external destination.
Add multiple standard actions
A standard Cancellation Flow solution can contain more than one action.
Select Add New Action to add another action button. Yari Flow displays OR between the actions, showing that the customer can choose one option.
For example:
· Pause my subscription
· Skip my next order
· Continue cancellation
Keep the available actions relevant to the cancellation reason.
Add multiple standard solutions
Select Add New Solution Option to create additional solutions within:
· If conditions match
· Otherwise
Each solution can contain its own message and action buttons.
Configure AI fallback solutions
No-match fallback solutions are used when the AI cannot match the customer to a cancellation reason in the decision tree.
Available fallback options include:
· Skip Order
· Cancel
· Pause
· Delay
· Reschedule
· Swap Product
· Customer Service
· Offer discount
· Link
Choose fallback solutions that remain useful without relying on a specific cancellation reason.
Include a clear cancellation route where appropriate.
Button text guidelines
In the standard Cancellation Flow, use the Button Text field to describe the result of each action.
Good examples:
· Pause my subscription
· Skip my next order
· Choose another date
· Contact support
· Continue cancellation
Avoid generic wording such as:
· Continue
· Confirm
· Submit
· Accept
· Click here
Clear button text helps customers understand each option before selecting it.
