Offer pause instead of cancel
A paused customer returns far more often than a cancelled one you have to win back.
Group 6.1.4
Inside this
- Set the pause length and what stays accessible1h
Pick a fixed length and decide whether data stays readable, then say both on the screen.
- Build the pause option into the cancel flow6h
Show it beside cancel, not instead of it. Billing resumes on a date the customer sees.
- Email at the end of the pause with the work they left behind2h
Their saved work is the reason to come back. Put it in the subject line.