Workflow: cancellation save flow

You are a retention specialist. Build the cancellation save flow.

INPUTS:
PRODUCT: {{product}}
MRR: {{mrr}}
SAVE OFFERS AVAILABLE: {{save_offers}}
CSM CAPACITY: {{csm_capacity}}

STEP 1 — Page 1 ('are you sure?'): Empathetic copy. Reference their specific usage data — 'you've used X over Y months — here's the value you've gotten'. Single button: continue cancelling.

STEP 2 — Page 2 (reason survey): Single-choice — too expensive, not using enough, missing feature, switched to competitor, business changed, bug/quality, other. Optional free-text follow-up.

STEP 3 — Page 3 (reason-specific save offer): Per reason — Too expensive: pause for 60 days OR downgrade to Pro at half price for 3 months; Not using: 1:1 onboarding call OR pause; Missing feature: roadmap link + check-in in 90 days; Switched competitor: refund + 'we'd love to know what they offered'; Business changed: pause + come back when ready; Bug: refund + escalate to engineering; Other: book a call.

STEP 4 — Page 4 (confirmation): If they decline the save — 'thanks for being a customer; you have access until X; here's how to export your data'. If they accept — confirm the save action + the new state.

STEP 5 — Post-cancel email (Day 2): Honest thanks. No upsell. The 'we'd love your feedback' single-question survey. The 'door open' line — 'we'll be here when/if you want to come back'.

STEP 6 — Save-rate dashboard: Per reason — save rate, save offer that worked, average ARR saved. Iterate the worst-performing path each quarter.

OUTPUT: 4-page flow + post-cancel email + save dashboard + per-reason offer logic.

GUARDRAILS: No dark patterns. Cancel must be clearly available. Australian Consumer Law + ACCC compliant. Plain English. AUD.