> For the complete documentation index, see [llms.txt](https://help.smartrr.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartrr.com/docs/support/admin-portal/what-is-retention/what-is-the-cancellation-intercept.md). # What is the Cancellation Intercept? Use rich media to show customers what they are giving up if they unsubscribe. Or take the moment to thank them for opting in. The **Cancellation Intercept** is an optional first step in your subscription cancellation flow, part of Retention. It appears the moment a customer clicks **Cancel**, before they ever see your list of cancellation reasons — giving you one more chance to remind them why they subscribed in the first place. Unlike your per-reason retention actions (which are text-only), the Cancellation Intercept lets you add a photo or video, a custom headline, and persuasive body copy alongside two simple choices: **keep the subscription** or **continue canceling**. *** ### How it works The Cancellation Intercept is a single, **global popup** — you configure it once at the program level, and it applies across your cancellation flow (it isn't set per cancellation reason). Here's where it fits into the full cancellation experience: 1. Customer clicks **Cancel** in their account portal 2. **Cancellation Intercept** appears — your image/video, headline, body copy, and two CTAs 3. If the customer clicks **Continue with cancellation** → they see your **Cancellation reasons** list 4. Customer selects a reason → your existing retention action appears (see [Cancel Reasons & Actions](/docs/support/admin-portal/what-is-retention/cancel-reasons-and-actions.md)) 5. Customer accepts the retention offer or confirms the cancellation > 💡 The Cancellation Intercept and your per-reason retention actions work independently. You can turn the Intercept on or off without affecting your existing reason-based actions, and vice versa. If you turn the Cancellation Intercept off, your cancellation flow behaves exactly as it does today — the customer goes straight to the cancellation reasons list when they click Cancel. *** ### Setting up the Cancellation Intercept 1. In your Smartrr Admin Portal, go to **Retention** 2. Find the **Cancellation Intercept** section and toggle it **On** 3. Add your content: * **Headline** — a short, attention-grabbing title * **Body copy** — your persuasive message (explain value, address a concern, or remind them what they'd be giving up) * **Media URL** — a link to an image or video you'd like to display 4. Choose your CTA behavior: * **Keep my subscription** — returns the customer to their account; cancellation is stopped * **Continue with cancellation** — sends the customer to your existing cancellation reasons flow 5. Click **Save** {% embed url="" %} #### Choosing what to show Some ideas for what to feature in your Cancellation Intercept, based on why customers tend to cancel: * A **short founder video** to build a personal connection * A **product education image or guide** if customers may be underusing the product * A **comparison chart** highlighting value vs. alternatives * **Social proof** (reviews, testimonials, UGC) to rebuild confidence * A **branded lifestyle image** reinforcing the product's benefit *** ### Media requirements * **Images:** JPG, PNG, GIF and WebP are supported * **Videos:** MP4 and MOV as well as externally hosted video URLs are supported where technically feasible * **Recommended Sizes:** * Width: 433px * Height: 287px * You'll need to provide a direct URL to your image or video — Smartrr validates this before you can save If you enter a URL that isn't valid, you'll see the following message: > File must be a JPG, PNG, GIF, WebP, MP4, or MOV If for any reason your media doesn't load in the customer's account portal, the rest of the Cancellation Intercept (headline, body copy, and both buttons) will still display and function normally — customers will never get stuck.
Error state image showing the "File must be a ..." validation message
*** ### FAQ **Does the Cancellation Intercept replace my existing retention actions?** No. It's an additional step that happens *before* the cancellation reasons list. Your existing per-reason retention actions still work the same way after a customer continues past the Intercept. **Can I use a different image for each cancellation reason?** Not for the Intercept itself — it's a single, global message shown to every customer who clicks Cancel. If you want reason-specific messaging, that's still handled by Cancel Reasons & Actions. **What happens if I don't add any media?** The Intercept will still display your headline, body copy, and both CTA buttons — media is optional. **Can I turn this off at any time?** Yes. Toggling the Cancellation Intercept off immediately returns your cancellation flow to today's default behavior — customers who click Cancel go straight to your cancellation reasons list. *** *Related articles:* * [*What is Retention?*](/docs/support/admin-portal/what-is-retention.md) * [*Cancel Reasons & Actions*](/docs/support/admin-portal/what-is-retention/cancel-reasons-and-actions.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.smartrr.com/docs/support/admin-portal/what-is-retention/what-is-the-cancellation-intercept.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.