Capture cancellation intent
The agent identifies the reason and retrieves the customer state needed for an appropriate response.
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05 Reference workflow · Retain
Cancellation Save
At the moment a customer attempts to cancel, the journey evaluates the applicable cancellation rule and presents any required retention step before commitment.
Initiated byRetention agent
Intended outcome
The customer sees the effective date, financial impact, and required retention step, then completes an approved plan change or continues with cancellation.
Customer portalProduct analyticsBillingEntitlementsCRM
Transaction path
From intent to completed outcome.
A customer begins a cancellation workflow or communicates clear cancellation intent.
Resolve the applicable rule
The cancellation preview returns timing, financial impact, policy evaluation, and any required retention step.
Explain the account impact
The customer sees clear pricing, entitlement, and effective-date consequences before choosing.
Execute the selected outcome
An accepted plan change uses the subscription lifecycle API; otherwise the cancellation endpoint remains available.
Commerce contract
One action. Explicit context and control.
Context required
- Cancellation reason and account history
- Current contract and renewal state
- Usage, adoption, and support signals
- Eligible save treatments
Guardrails applied
- Approved retention treatments
- Discount and duration ceilings
- Contract and regional eligibility
- No dark patterns; cancellation remains available
REFERENCE REQUEST
POST /api/v1/preview/cancellation
{
"subscriptionId": "sub_2048"
}PeakCommerce result
200 OK
{
"subscriptionId": "sub_2048",
"effectiveDate": "2026-09-30T00:00:00Z",
"financialImpact": { "creditCents": 0 },
"policyEvaluation": { "allowed": true }
}Availability and downstream effects depend on the billing and product integrations configured for the tenant.
Take the next step
Map this action to your commerce stack.
Start with this workflow already selected, then identify the billing, customer, and product systems involved in executing it.