> For the complete documentation index, see [llms.txt](https://docs.peakcommerce.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.peakcommerce.com/guides/feature-guides/retain-and-manage/guide-pause-and-resume.md). # Building a Pause-and-Resume Flow ### Overview Sometimes a customer doesn't want to leave — they want to *step away for a while*. A traveler, a seasonal business, someone between projects. Force a binary "keep paying or cancel" and you lose them; offer a **pause** and you keep the relationship (and the revenue, deferred). A **pause-and-resume flow** lets a customer suspend their subscription for a chosen period and pick back up where they left off — no re-signup, no lost history. This guide builds a self-service pause, and shows how it doubles as one of your best retention tools. ### The example we'll build **Cobalt, a meal-kit subscription,** lets customers pause for **2, 4, or 8 weeks** instead of cancelling when life gets busy. The customer picks a duration, billing stops for that window, and the subscription automatically resumes on the chosen date — they're never charged for boxes they'd have thrown away, and they never have to resubscribe. ### Before you begin * Your **billing configuration supports pausing/suspending** a subscription and resuming it (pause is a real subscription operation in your billing system, not a workaround — confirm it's enabled). * The pause options you'll offer (durations, how many pauses per year, whether the term extends). * A billing integration connected so the pause and resume actually take effect downstream. ### 1. Create the pause journey 1. Go to **Content → Journeys**, click **+ New Journey**, set **Type** to **Customer Self-Service**, and name it (for example *Pause my subscription*). 2. The flow loads the customer's **existing** subscription and acts on it: **Confirm subscription → Choose pause length → Review (resume date) → Confirm** This **amends the live subscription** (suspends it and schedules a resume) rather than creating or cancelling anything. ### 2. Pause the subscription On the confirm step, run the pause: * A commerce action **suspends the subscription** through your billing integration for the chosen window and **sets the resume date**. Billing stops for the pause period; the subscription — and all its history — stays intact. * Decide your policy and reflect it in the flow: does the **term extend** by the pause length, or does the resume date simply skip ahead? Show the customer the exact resume date so there are no surprises. ### 3. Resume — automatically, and on demand * **Automatic resume.** On the resume date, the subscription reactivates on its own and billing restarts — the customer does nothing. * **Resume early.** Offer a short **"Resume now"** flow (a Customer Self-Service journey or a portal action) for customers who want to come back before the pause ends. * **Remind before resume.** Use **notification templates** to send a "your subscription resumes in 3 days" heads-up, so the first charge after the pause is never a surprise. ### 4. Use pause as a retention save Pause is one of the strongest answers to "I want to cancel" — surface it there too: * In your **retention** journey, branch reasons like *"not using it enough"* or *"too busy right now"* to a **pause offer** before the cancellation completes (see the multi-branch retention journey guide). Many customers who'd have cancelled will pause instead — and most come back. ### 5. Measure pause and return * Track **pauses started, pauses vs. cancels**, and especially the **resume rate** — what share of paused customers come back. A high resume rate means pause is protecting revenue, not just delaying churn. * Watch for customers who pause repeatedly; they may need a cheaper plan rather than another pause. ### Get creative * **Seasonal pause.** For seasonal customers (summer-only, school-year), offer a long scheduled pause as a feature, not just a save. * **Pause instead of downgrade.** Some customers downgrade when they really just need a break — offer pause alongside downgrade on the change-plan flow. * **Cap and convert.** Limit pauses per year, and when a customer hits the cap, branch to a "switch to a lighter plan" offer instead. * **Win-back the no-shows.** If a paused customer doesn't resume, fold them into a win-back flow rather than letting them quietly lapse. ### Tips * **Show the resume date.** The single most important thing on the screen is *when billing restarts* — make it unmissable. * **Decide term behavior up front.** Whether a pause extends the term or not changes the resume date and the customer's expectations; pick a policy and apply it consistently. * **Pause beats cancel.** A paused customer keeps their history and usually returns; route would-be cancellers to pause wherever it fits. ### FAQ **Is pause a cancellation?** No. Pause **suspends** the live subscription and schedules a resume — the subscription, its plan, and its history all stay intact. It's the opposite of cancelling: a way to *keep* the customer. **Does the customer have to resubscribe to come back?** No. The subscription resumes automatically on the resume date (or earlier via a "Resume now" flow) — no re-signup, no lost setup. **Where does pause fit with retention?** It's one of your best saves. Branch suitable cancellation reasons to a **pause offer** in the retention journey, so customers who'd otherwise cancel take a break instead. --- # 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. 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