ChurnNote

Lemon Squeezy cancellation flow

Smart Cancel Flow for Lemon Squeezy, plus an exit email that actually gets replies.

ChurnNote ships Smart Cancel Flow natively on Lemon Squeezy: it maps reasons to offers (pause, downgrade, lighter plan, founder follow-up), runs native cancel-at-period-end, and captures the reason and free-text feedback even when the save fails. Reply Intelligence then classifies every reply that comes back.

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Quick answer

ChurnNote ships Smart Cancel Flow on Lemon Squeezy (reason-to-offer routing, native cancel-at-period-end, free-text capture even on save fail) AND a plain-text exit email triggered by subscription_cancelled. Reply Intelligence classifies each reply with reason, sub-reason, recoverability, and a draft response.

The 4-step cancellation feedback flow

  1. 1

    Subscribe to the subscription_cancelled webhook

    Lemon Squeezy fires subscription_cancelled when a customer cancels through the customer portal. Persist the event with the subscription ID, customer email, and product. This is your trigger. Note that the subscription usually stays active until subscription_expired fires at the end of the paid period.

  2. 2

    Wait, then send a plain-text exit email

    Do not interrogate the customer mid-cancellation. Send a short, plain-text email from your real address shortly after the cancellation: one line acknowledging they left, one genuine question about why, and nothing else. No template, no logo, no survey grid.

  3. 3

    Let them reply in their own words

    A reply-to-a-real-person email gets a 20%+ response rate, several times higher than a cancel-flow survey, because the customer has cooled down and is talking to a human rather than clicking past a retention wall. Their words are far more useful than a forced radio-button reason.

  4. 4

    Categorize the reason and decide on a win-back

    Sort each reply into a reason: pricing, missing feature, too complex, switched tool, not using it. Track which reasons dominate. When you ship something that fixes a common reason, follow up with the people who left for it. That targeted win-back beats a blanket discount.

Example exit email

Subject: quick question about your cancellation Hey [first name], Saw you cancelled [product] today, no worries at all. I'm trying to make it better and your reason would genuinely help: what made you decide to leave? Even one line back means a lot. Thanks, [your name]

Plain text. From your real address. One question. That is the whole flow. See more in plain-text cancellation emails.

FAQ

Does Lemon Squeezy have a cancellation flow builder?▼
Not built into Lemon Squeezy itself. ChurnNote ships Smart Cancel Flow natively on Lemon Squeezy: it intercepts the cancel button, maps reasons to offers (pause, downgrade, lighter plan, founder follow-up), runs native cancel-at-period-end, and captures the reason and free-text feedback even when the save fails. Then Reply Intelligence keeps capturing reasons after cancellation if the customer leaves anyway.
Which webhook fires when a Lemon Squeezy customer cancels?▼
subscription_cancelled fires when the customer cancels. The subscription typically remains active until the end of the paid period, at which point subscription_expired fires. Trigger your exit email off subscription_cancelled so you reach the customer while the decision is fresh.
Should I offer a discount in the cancellation flow?▼
Discount-at-the-door flows can save some customers, but they train price sensitivity and don't tell you why people leave. Capturing the honest reason first, then making a targeted win-back offer (or shipping the fix) to the right segment, is usually a better long-term play for indie SaaS.
Why send the email after cancellation instead of during it?▼
During cancellation, the customer is in a hurry and defensive, so you get one-word answers like 'too expensive.' After cancellation, they have cooled down and are replying to a person, so they explain what actually happened. That detail is what makes the feedback usable for product decisions.
How does ChurnNote handle the Lemon Squeezy cancellation flow?▼
ChurnNote ships Smart Cancel Flow at the cancel button on Lemon Squeezy AND Reply Intelligence on subscription_cancelled. The cancel flow maps reasons to offers and captures the free-text reason; Reply Intelligence then sends a plain-text exit email and classifies the reply (reason + sub-reason + recoverability + draft reply). When you ship a fix, Product-change win-backs match customers who asked for it and credit recovered MRR back to the exact ship. Same flat $12/mo as the Stripe version.

Turn Lemon Squeezy cancellations into answers.

ChurnNote listens for subscription_cancelled, sends the exit email for you, categorizes the reply, and queues a win-back when you fix the reason. Flat $12/mo.

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