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Cancelled Subscription State — Founder Interview Input File

Tier: Cancelled (applies to any paid plan after intentional cancellation) Purpose: Define exactly what a customer sees and experiences after cancelling their subscription. How to use: Fill in YOUR ANSWER under each question. Then in a new Claude session, say: "Read knowledge/acceptance/decisions/cancelled-interview-prompt.md and write the complete Cancelled State acceptance spec at knowledge/acceptance/cancelled.md."

Scope: This covers intentional cancellation (pastor clicks "Cancel Plan"). Payment failure / dunning is a separate state. Trial expiry is covered in trial-expired-interview-prompt.md.

Note: Cancellation may behave slightly differently for chat-only vs voice-only plans (chatbot keeps running vs voice agent keeps answering calls). Flag those distinctions in your answers.

Section A: The Cancellation Flow (In-Dashboard)​

Q1: Where does the pastor go to cancel? Options:

  • Settings tab > Billing section > "Cancel Plan" link
  • A dedicated Billing tab
  • They have to contact support to cancel (no self-serve)
  • Upgrade tab > "Cancel" option
  • Something else:

YOUR ANSWER:

Q2: When the pastor clicks "Cancel Plan" — is there a confirmation step? What does it say? Options:

  • An in-page confirmation modal with "Are you sure?" and the date service ends
  • A full page with exit interview (asking why they're cancelling)
  • A simple yes/no dialog, no exit interview
  • Direct cancellation with no confirmation
  • Something else:

YOUR ANSWER:

Q3: Exit interview — do we ask why they're cancelling? If yes, what are the options presented?

  • Too expensive
  • Not enough features
  • Congregation didn't use it
  • Technical issues
  • Switching to a competitor
  • Church is closing / major change
  • Just trying it out
  • Free text field
  • No exit interview

YOUR ANSWER:

Q4: After confirming cancellation, what does the dashboard show immediately? Options:

  • A "Cancellation confirmed" screen with the end date and a "Reactivate" button
  • Back to the normal dashboard with a banner at top saying "Your plan cancels on [date]"
  • Immediately shows the cancelled/locked state (even if billing period hasn't ended)
  • Something else:

YOUR ANSWER:

Section B: Service During the Remaining Billing Period​

Q5: After cancellation is confirmed but before the billing period ends — does the product keep working normally? (i.e., chatbot still answers, voice agent still takes calls)

YOUR ANSWER:

Q6: Does the dashboard show any indication of the upcoming cancellation date during the remaining billing period? Options:

  • A persistent banner: "Your plan cancels on [date] — Reactivate to keep going"
  • A notice only in Settings/Billing section
  • No change to the dashboard until the actual end date
  • Something else:

YOUR ANSWER:

Section C: Dashboard State After Service Ends​

Q7: Once the billing period ends and the cancellation takes effect — what does the dashboard look like?

  • Full lockout — redirected to a "Your subscription has ended" page with a reactivation CTA
  • Soft lock — dashboard visible but all features disabled, banner at top
  • Read-only mode — can see their data but can't edit anything
  • Same as trial expired state — refer to trial-expired spec
  • Something else:

YOUR ANSWER:

Q8: Can the cancelled customer still log into the dashboard at all? Or is login redirected to a "reactivate your account" page?

YOUR ANSWER:

Q9: Can they still see their training data (hours, staff, ministries, FAQs, documents) after cancellation? How long is data retained?

  • Data visible for 30 days after cancellation
  • Data visible for 90 days after cancellation
  • Data visible indefinitely (until account deletion)
  • Data hidden immediately on cancellation
  • Something else:

YOUR ANSWER:

Q10: The chatbot widget on their church website — what happens to it after cancellation takes effect?

  • Goes silent immediately (stops responding)
  • Shows a generic "contact the church" message
  • Keeps working for a grace period (how long?)
  • Immediately stops working at midnight on the last billing day
  • Something else:

YOUR ANSWER:

Q11: For voice plan customers who cancel — does the Twilio phone number get released? Does the voice agent stop answering calls? Is there a grace period for the phone number?

YOUR ANSWER:

Section D: Cancellation Confirmation Email​

Q12: Is there a cancellation confirmation email sent immediately when they cancel?

YOUR ANSWER:

Q13: What does the cancellation confirmation email say? Key elements to decide:

  • Subject line
  • Does it confirm the end date?
  • Does it mention data retention (how long their data is kept)?
  • Is there a "Changed your mind? Reactivate" CTA?
  • Tone: neutral/empathetic/matter-of-fact?

YOUR ANSWER:

Q14: Is there a second email on the actual end date (when service stops)? Or just the one confirmation email at time of cancellation?

YOUR ANSWER:

Section E: Win-Back Email Sequence​

Q15: After cancellation, is there a win-back email sequence? If yes:

  • 1 email (how many days after cancellation or after service end?)
  • 2 emails
  • 3+ emails
  • No win-back sequence
  • Something else:

YOUR ANSWER:

Q16: If there is a win-back email — what does it say? Does it offer a discount or incentive to return? Or is it purely informational ("We noticed you left — we'd love to have you back")?

YOUR ANSWER:

Q17: Does the win-back email differ based on why they cancelled (if we collected exit interview data)? For example, "Too expensive" gets a discount offer, "technical issues" gets a support offer?

YOUR ANSWER:

Section F: Reactivation Flow​

Q18: When a cancelled customer reactivates — where does clicking "Reactivate" (in email or dashboard) take them?

  • Straight to Stripe checkout with their previous plan pre-selected
  • A "Choose your plan" page (they may want to change tiers)
  • A dedicated "Welcome back" landing page
  • Something else:

YOUR ANSWER:

Q19: When a cancelled customer reactivates, do they start a NEW 14-day trial (for chat plans), or do they pay immediately?

YOUR ANSWER:

Q20: When a cancelled customer reactivates — is their old training data restored? Or do they start fresh?

YOUR ANSWER:

Q21: Is there a "Welcome back" email distinct from the original welcome email when a cancelled customer reactivates?

YOUR ANSWER:

Section G: Edge Cases​

Q22: If a customer cancels mid-trial (before day 14, before paying) — is that treated the same as cancelling a paid subscription? Or does it follow the trial-expired flow?

YOUR ANSWER:

Q23: If a Suite Chat customer cancels, their white-label settings are no longer active. If they reactivate on a lower tier (e.g., Pro Chat) — what happens to their white-label branding? Does the "Powered by ChurchWiseAI" badge reappear automatically for their congregants?

YOUR ANSWER:

Additional Notes​

Anything else about the cancelled state that isn't covered above:

YOUR NOTES: