Setting up your Cancel Pages

Overview

Cancel Pages in Chargebee Growth allows you to design, personalize, and optimize the cancellation experience for your subscribers. Instead of directing customers straight to cancellation, you can present targeted messaging, retention offers, and exit surveys to better understand why customers are leaving and increase deflection rates. Using the Page Editor in the Growth Experience Manager, you can:

• Personalize messaging based on customer data.
• Present loss aversion messaging and offers.
• Collect structured cancellation insights.
• Control routing behavior after cancellation.
• Configure how cancellations are processed.
• Test and compare experiences using a Control page.

This document explains how to configure and edit each section of your Cancel Page.

Editing your Cancel Page

To edit a Cancel Page in your Growth site, follow these steps:

1. Click Experiences > Pages. Your Chargebee Growth site comes with a Default Test Page that can be previewed and edited. select the relevant Cancel Page.
2. Click New test page to create a new cancel page by copying the default page.
3. The Cancel page opens and displays the Page Editor. The Page Editor is where you personalize your cancel experiences to your end-users. It is organized into three primary sections:
   • Page Personalization
   • Survey Elements
   • Page Settings

Refer to the respective sections to learn more about customizing specific elements in each section.

4. Once you’re done editing your page, click Publish to save and publish your changes.

Page Personalization

Page Personalization allows you to tailor messaging and components to your canceling subscribers. You can configure:

• Page Headline: The Headline is the line of text just below the logo on the Chargebee Growth Page. It's your first shot at saving your customer, by meeting them with a personalized message.

The Headline can be personalized by pulling any of your mapped fields in Chargebee Growth to display directly in the Page when the user initiates a session. Some common examples that you can use to personalize your Cancel Pages include Owner First Name, Organization Name, First Purchase Date, Owner Email, Subscription Renewal Date, Lifetime Value, and Domain.

• Loss Aversion Cards: Each Cancel Page includes two Loss Aversion (LA) Cards by default. Loss Aversion Cards allow you to:
  • Reinforce product value
  • Highlight unused benefits
  • Present retention offers
  • Display personalized messaging

You can edit existing cards, replace cards, add new cards, or remove cards.

You can configure the page to display between 0–4 LA cards from Page Settings, depending on the selected layout. Testing combinations of personalization and offers is recommended to optimize performance. Learn more.

• Upper Nevermind: The Upper Nevermind is the button below the Loss Aversion Cards that allows your subscribers to exit the cancel flow and return to your product or site while it's not too late. Clicks on this button are tracked as Passive Deflections in reporting.

You can edit this section by clicking the Upper Nevermind section in the Page Editor. Update the button text and destination URL. Configure the warning message if applicable.

• Footer section: The footer section is everything that is displayed near the bottom of the page that includes a confirmation message, Cancel button, and a Nevermind button.

The confirmation message confirms that the subscriber fully understands the impact of cancellation. You can click anywhere in this section to edit the following:

• keep or hide the confirmation section.
• display the confirmation as a checkbox.
• keep or hide the Cancel button.
• keep or hide the Nevermind button. Making this field required may increase Passive Deflection rates, but some businesses prefer to reduce friction in the cancellation process.
• You can edit the footer message or even the button texts.

You can also enable a Sticky footer option so the entire footer section remains visible as subscribers scroll.

Survey Elements

Cancel Pages include configurable exit surveys to collect structured feedback and improve reporting. Available survey components include:

• Survey Question + Cancel Reasons: Each Chargebee Growth Cancel Page allows you to present your canceling customers with Cancel Reasons. The Cancel reasons are divided into Categories for benchmarking purposes. Each Cancel Reason allows you to present an Offer when the user clicks on it, or show nothing. Note: The Essentials Plan will only allow you to place a single Offer behind each of the reasons within a page, whereas the Performance Plan allows for multiple Reason Based Offers within a single page.

You can configure the Cancel Reasons and the Offers that are presented when a user selects them from directly within the Page Editor.

When a user selects this reason in the cancel experience, they will be presented with the offer you define here. The reasons selected are reflected on the Cancel insights report.

You can also turn on Reason Feedback for any reason so customers can add optional written detail after they select it. See Collect extra feedback on a survey reason.

• Competitor: The Competitor survey field helps you keep an eye on upticks in competitive trends and activity over time. Seeing upward trends in a specific competitor can key you into competitor strategies, like offering discounts to win over your customers or launching a new product. Early insights into competitor advantages allows you to take action and stay competitive before it's too late. Outline which competitors you want to keep tabs on with your Customer Success Manager. Competitors appear in the Trends Report Drilldowns and the Customers Pages.

You can configure the Competitor list from directly within the Page Editor. You can use the Edit Competitors module to enter competitor options in English or other languages as per your requirements. You can also edit the None and Other options and update them in the language of your choice.

• Return Likelihood: The Return Likelihood Survey captures your customer's true feelings at the moment of their exit. For customers that exit at a seven and above, add them to nurture campaigns to keep them warm and win them back when the time is right. View Return Likelihood Survey results in the Trends Report Drilldowns and the Customers Pages.

You can edit the Return Likelihood section from directly within the page editor.

• Feedback: Comments can unearth potential winback campaigns, negative support experiences, technical hiccups, product feedback, or feature requests that might otherwise fly under the radar. You can find all Comments under Comments in the Customer Reports and Trends Report Drilldowns.

You can edit the Feedback input from directly within the page editor.

Page Settings

In addition to configuring your Loss Aversion Layout, the Page Settings section allows you to configure Button Configurations, Offer Configurations, and Labels.

• Button Configurations control routing behavior and cancellation handling. It allows you to configure the key end-user actions and determine how the cancelation response will be sent.

The Nevermind URL and Cancel URL button designations are important as they determine where the subscribers will be routed when they click the respective buttons. Each cancel page in Chargebee Growth must have valid return URLs, which need to be set here if they are not passed via the Chargebee Growth.JS.

You also have the Advanced Options to:

• Include survey answers during submit
• Append the answers to the hash not as a query

Which will adjust how these are included in the URL structure when the event is triggered.

• Offer Configurations allows you to select an entry offer to appear when the page loads. You can select from any of the offers you have in your existing library here and pull that component into the page.

• Labels let you enable and configure per-page labels used when you translate a cancel page. For the translation workflow, see Translate a cancel page.

Translate a cancel page

If your Growth application has multiple languages enabled in Settings > Languages, you can add language variants to a cancel page without creating a separate page for each language.

Before you translate a cancel page

1. Enable the languages you need in Settings > Languages. See Languages and translations.
2. Confirm which language is the primary language. Growth copies primary-language content when you enable a new language variant.

Add and edit cancel page language variants

1. Click Experiences > Pages and open the cancel page you want to translate.
2. In the page editor, use the language switcher in the top bar to select a language. The primary language is labeled as primary.
3. Turn on the language for this page. Growth creates the language variant from the primary-language content and opens that variant for editing.
4. Replace the copied text with your translation for page copy, loss aversion cards, and customer-facing survey reasons.
5. Switch between languages in the language switcher to preview each variant.
6. Click Publish when the translations are ready.

Language variants store translated copy for existing components. Add or remove loss aversion cards, survey reasons, reason-based offers, and page settings on the primary language only.

To learn more about how Growth chooses which language to serve in a play, see How plays serve language variants.

Final Step Modal

The Final step modal allows you to present your user with one last confirmation before they complete their cancelation. You have the option to display either a Confirmation modal, a final offer, or no confirmation at all, which bypasses this modal entirely. All of this can be controlled from within the Final step modal editor.

If you do not want to display a Final step modal, simply disable this toggle and you are good to go.

However, there could be a drop-off in deflect rates when this modal is removed as it does provide an extra step for the user to complete. That being said, some businesses do not like the added friction this puts in front of the customer, and opt to remove it.

You can use this as an opportunity to communicate any terms and conditions (example proration or credits) associated with the cancellation. This can be a good way to let the subscriber know what will happen next so that you avoid any support tickets in the future.

This is a good opportunity to make a last ditched effort to retain a customer by presenting them with a Pause or "Sleep my account" offer.

Setting up a Custom Domain

When your subscriber hits Cancel or Downgrade, they get redirected to a page hosted on Chargebee Growth. You can host that experience on your own branded domain (for example, cancel.yourcompany.com) so the customer stays on a URL that matches your brand.

To configure one or more custom domains, and optionally assign different domains to different applications, see Set up a custom domain.

Configuring Cancel Management

In Chargebee Growth you have the option to configure Cancel Management at the Page-level or App-level.

This feature allows Chargebee Billing, Stripe Billing, and Recurly users to process their cancels directly via the billing system API. However, many some businesses might not want all of your customers to be able to automatically cancel. You may want to have certain audiences go to a page that has a manual cancelation process or an email based cancelation process instead of automatically updating the subscription via the Billing system API. If this is the case, we recommend that you configure this setting to be at the Page-level instead of the App-level.

Once configured, go to the Settings Tab in the Page editor to configure how that individual page will have Cancelations applied.

The Billing Configurations option allows you to configure how that page processes the Cancelation Request.

• You can choose to Process via Billing API, and will be presented with all the configurations you use to have at the app level for this individual page.
• Or you can choose to Override Billing API which will disable the API for this page and fall back to whatever method of canceling the subscription you previously had (email, url redirect, or webhook).

These changes will be published as soon as you hit Publish, so be sure you have selected everything correctly before doing so.

Configuring cancel timing for Chargebee Billing

When Manage Cancels is enabled for a Chargebee Billing integration, you choose when cancellations take effect in Chargebee. This setting is especially useful when you use advance invoices or when the billing term differs from the subscription term.

Configure the default cancel timing globally under Settings > Setup > Billing system. In the When a subscription is canceled section, select one of the following options:

• Immediate: Cancels the subscription in Chargebee Billing immediately. Applies to subscriptions with or without a contract term.
• End of Current Term: Cancels the subscription at the end of the current billing period. For subscriptions under a contract term, this cancels at the end of the committed contract.
• End of Billing Term: Cancels the subscription at the end of the last invoiced billing period—whether that is the current period or a future advance-invoiced one. For contract-term subscriptions, this cancels at the end of the current billing cycle within the contract, respecting advance invoices. For subscriptions without advance invoices, this behaves the same as End of Current Term.

You can override the global cancel timing for an individual cancel page. In the page editor, open Page Settings, go to Billing Configurations, and under Cancel Timing select your different timing for that page.

Subscriber-facing confirmation messaging (such as the date shown for retained access) follows the cancel timing you configure. Subscribers do not choose between current-term and billing-term cancellation.

Configuring Control Page

Chargebee Growth allows you to configure a Holdout or Control page which is a no offer experience that will serve as your default cancel experience and it cannot be archived or removed. Editing or archiving this page is restricted, so that you cannot place an offer within it and the page would serve as a true "no offer" comparison to your test pages.

This page should always have a small % of traffic routed to it so that any external changes in performance can be isolated out from your Test Experiences. It is recommended that you send between 1-5% of traffic to this page. The key with the holdout page is changing it as little as possible so that it provides a consistent baseline over time.

To preview or edit your Control Page, follow these steps:

1. Click Experiences > Pages.
2. The Control Page is displayed right on top of the page. Click the Ellipsis icon to edit, preview, share, or generate sample session for the control page.