1
The cooldown already spent this subscriber
- A subscriber who took a save incentive recently isn’t offered another: the cooldown (default 60 days) is enforced server-side and holds across flow edits.
- A blocked subscriber falls back to the flow’s non-incentive path.
- Change it in Cooldown (days) on Settings > Cancellation flows; 0 turns it off.
Checkpoint: you’ve checked this subscriber against the cooldown window.
2
The offer's portal feature is switched off
- An offer can only run what the portal allows: a pause offer needs Pause subscription, a merge offer Merge subscriptions, a delay offer (alone or with a discount) Delay next order, a frequency offer Change delivery frequency, all under Customer portal features (What subscribers can do for themselves).
- A gated offer is skipped silently: the subscriber goes to your fallback offer if it passes the same gates, otherwise to the plain cancel confirmation. Follow-up offers only enter after an explicit decline and are gated the same way.
Checkpoint: every offer type in your flow has its matching portal feature on.
3
The look-alike: a taken discount that later disappears
- An accepted discount save applies for a limited number of billing cycles, one by default; once used, it drops off the subscription’s summary.
- That’s the offer being spent, not a gate failing. If they cancel again soon, the cooldown in the first step governs what they see.
Checkpoint: the “missing” discount ran its cycle and left.
4
Read the funnel, not the anecdote
- Analytics > Cancellations shows the whole path: flow started, reason selected, offer shown, offer accepted, offer declined, abandoned, cancelled.
- Offers that show but never get accepted are an offer problem: back to Set up your cancellation flow.
Checkpoint: Offer shown sits close to Reason selected in the funnel.