What is a cancel-save flow?

A cancel-save flow is what happens the moment a subscriber tries to cancel: instead of ending the subscription right away, the shopper is offered a relevant alternative — a pause, a skip, a product swap, or a discount — that might solve the real problem and keep the subscription going. Done honestly it helps the customer as much as the merchant; done with dark patterns it just traps people.

#How WallaB runs a cancel-save flow

When a shopper heads for the cancel button, they meet WallaB, a guardrailed AI concierge. WallaB has a short, real conversation to find the actual reason — price, too much product piling up, a shipping problem — and proposes a save offer that fits, strictly inside limits the merchant sets: which offer types are allowed, a maximum discount, a maximum pause length, and more.

The AI only ever proposes an offer. Before anything reaches a shopper, the server independently validates it against the guardrails, so the model can never exceed its limits — an out-of-policy proposal is simply dropped.

#No dark patterns

A plain "just cancel" path stays visible the entire time — no countdown timers, no guilt copy, no pre-checked add-ons. Saying "I want to cancel" is always respected: WallaB stops offering and confirms. That's a product rule, not a setting.

Configure it on WallaB concierge & guardrails, or see the shopper's-eye view in Talking to WallaB. A cancel-save flow addresses voluntary churn — see Involuntary vs. voluntary churn.