Segment for a Cancelled Subscription

When a customer cancels their subscription, you may want to keep them engaged or encourage them to rejoin. Creating a segment for cancelled subscriptions in Customer.io allows you to target these customers with win-back emails, special offers, or helpful resources. This article will guide you through setting up a segment that automatically captures anyone whose subscription status changes to “canceled,” so you can follow up at the right time.

Segment Variation 1: Any Cancelled Subscription

This option captures any customer who has canceled a subscription — regardless of which subscription type they had.

When to use this:

• You’re running a general win-back campaign for all cancellations
• You want to monitor all churned subscribers

Start by choosing an Event condition and search for subscription_canceled .

Because customers can sometimes cancel one subscription to switch to another, you'll want to make sure you're only targeting those who no longer have any active subscriptions or passes. To do that, add the following attribute conditions to your segment:

• active_pass is equal to false
• active_subscription is equal to false

To include these, you'll simply click Add condition or group

Once added, click Save.

Segment Variation 2: Cancelled from a Specific Subscription (or a few)

If you only want to target customers who cancelled a certain type of subscription (e.g., your new student special, trial, or a premium tier), you’ll want to create a more targeted segment.

When to use this:

• You’re running a campaign related to a specific product
• You want to treat different subscriptions differently for an upgrade/downgrade purpose

Similar to the above, you'll begin by choosing an Event condition and search for subscription_canceled .

To include the details around your specific subscription(s), you'll want to click Refine and then Add event data filter.

From here, you'll want to search for pass_type_id .

If you don't see pass_type_id, simply manually type this attribute in.

To capture an ID for a specific pricing option in Union, simply click on the pricing option and locate the string of characters next to ID

Once you have your ID from Union, you can paste it directly into your segment and click Save.