Retention

The Retention tab shows the cancellation funnel — how many customers who start to cancel are saved, and what's driving the churn that isn't.

Key metrics

The headline cards cover the selected window (last 7, 30, or 90 days):

• Cancellation attempts — sessions that entered a cancellation journey.

• Saved — attempts kept, with the overall save rate.

• Saved via discount — attempts saved by accepting a discount offer.

• Completed cancellations — attempts that went through to cancellation.

The funnel and reasons

• Retention funnel — attempts at the top, then the share saved via discount and via support, and the share that completed cancellation.

• Why they cancelled — the reasons recorded on completed cancellations, ranked. Reasons are counted only for cancellations that actually completed, so this reflects genuine churn drivers rather than reasons captured from customers who were ultimately saved.

• Attempts vs saves over time — a daily trend of attempts against saves.

• A summary line shows customers' first move when they tried to cancel (took the discount path, asked for support, or went straight to cancel).

If there were no cancellation attempts in the window, the tab shows a short empty message.