# Ask before they're gone, not after

A short, skippable flow inside your own cancel button — so you hear the reason at the moment of the decision, from everyone, not just the people who reply to email.

Canonical URL: https://whyleft.com/features/cancellation-capture

## Benefits

### Catches the people who'd never reply

Email reaches the customers willing to write back. The in-app flow reaches everyone else — including the ones who churn silently and never open another email from you.

### Always skippable

There is no save-offer, no retention wall, no confirmation maze. It asks, they can skip, they cancel either way. Anything else is a dark pattern and, in the EU, increasingly illegal.

### Merges with the email interview

What they say in the flow and what they say by email become one record for the same customer, so you aren't looking at two half-pictures.

## How it goes in

One script tag and a publishable key. The flow renders in an isolated shadow root, so it can't inherit or leak your CSS, and it's configured entirely from the WhyLeft dashboard — change the questions without touching your code again.

You choose which domains may use your key, so a copied snippet can't be run from someone else's site.

## Deliberately not a save flow

WhyLeft does not do retention interception, and this is a product decision rather than a missing feature. Making cancellation harder produces a worse business and a worse reputation, and click-to-cancel rules are tightening in exactly that direction.

The flow asks a question. It never stands between a customer and the cancel button.

## In practice: The silent majority

Most of the people who leave never write back to anything. The in-app flow is the only moment you'll ever have their attention — and one skippable question at that moment is worth more than ten emails afterwards.

## Related

- https://whyleft.com/features/exit-interviews
- https://whyleft.com/features/playbooks
- https://whyleft.com/features/integrations