> 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/product/settings/observability/churn-risk.md).

# Churn Risk

**Settings → Churn Risk** controls how the CSR Accounts table flags accounts at risk of cancelling, based on a customer's recent activity in cancellation journeys.

## Why it matters

When a customer starts down a [cancellation/retention journey](/product/customer-self-service/subscription-management/customer-retention-journey.md), that's a signal they may leave. Surfacing it as a **Churn Risk** badge on the CSR Accounts table lets your team prioritize outreach to the customers most likely to churn. These settings tune how sensitive that flag is for your business.

## What it shows / the fields

Risk is derived from the count of **active cancellation-journey sessions** for an account within the lookback window:

* **Lookback window (days)** — how far back active cancellation-journey sessions are counted (default 30).
* **Medium threshold (sessions)** — accounts with at least this many sessions are flagged **Medium** risk (default 2).
* **High threshold (sessions)** — accounts with at least this many sessions are flagged **High** risk (default 3).

## How to use it

* **Lower** the thresholds to cast a wider net (more accounts flagged sooner); **raise** them to focus only on the most engaged cancellation attempts.
* Shorten the lookback window to emphasize fresh intent; lengthen it to catch slow, repeated cancellation activity.
* In the CSR Accounts table, sort or filter by Churn Risk to build an outreach list, then open a row to see the underlying sessions.

## Gotchas

* Only **active** sessions on journeys identified as cancellation count — completed or abandoned sessions outside the window don't.
* Changing thresholds re-classifies accounts immediately on the next list load; it does not alter the underlying sessions.

## Related

* [Customer Retention Journey](/product/customer-self-service/subscription-management/customer-retention-journey.md)


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