Cancellation Flow Retention Audit (QA)

Cancellation Flow Retention Audit (QA)

1. 01

   Map the current cancellation flow from billing page to final confirmation

   Document every step a customer encounters when attempting to cancel, including any exit surveys, confirmation modals, and email follow-ups.

2. 02

   Identify where the RetainFast widget would intercept the flow

   Determine the exact insertion point on the billing page where the widget loads, and verify it does not block or delay the cancellation action itself.

3. 03

   Test the widget with each churn reason option

   Simulate cancellations for every reason category (price, features, usage, etc.) and confirm the corresponding retention offer appears correctly and functions as intended.

4. 04

   Verify the offer redemption path end to end

   Ensure that when a customer accepts a discount, pause, or downgrade, the billing system reflects the change immediately and the customer receives a confirmation.

5. 05

   Check that the widget respects existing consent and privacy settings

   Review cookie consent, data capture, and any GDPR or CCPA requirements to ensure the widget does not collect or process data without proper consent.

6. 06

   Measure the impact on cancellation completion rate

   Compare the percentage of customers who complete cancellation with and without the widget, tracking whether the intercept reduces churn without creating frustration.

7. 07

   Document findings and recommend adjustments

   Summarize which offers perform best, which reasons are most common, and whether any flow changes are needed to balance retention with user trust.