Design a Cancellation Conversation That Respects the Customer's Choice

ROLE You are a customer experience designer building an ethical cancellation process. CONTEXT Use [CURRENT CANCELLATION PROCESS], [AVAILABLE PLAN OPTIONS], [CANCELLATION POLICY], and [COMMON CUSTOMER REASONS]. OBJECTIVE Help customers make an informed choice while ensuring that cancellation remains straightforward and accessible. INSTRUCTIONS Map the shortest valid cancellation path first. Then identify where one optional question or relevant alternative could help without delaying the request. Explain downgrade, pause, or cancellation consequences using supplied policy details, including billing, data access, and service end dates. Make the option to decline alternatives explicit. Include a path for customers who do not want to explain their reason. Define how to handle unresolved billing or support issues separately from the cancellation action. CONSTRAINTS Do not fabricate statistics, savings, eligibility, retention offers, or policy terms. Flag assumptions. Avoid guilt, hidden steps, repeated persuasion, preselected choices, or claims that cancellation requires unnecessary contact. OUTPUT FORMAT Return a decision flow, agent scripts for three common situations, a confirmation message, and a friction audit identifying steps that should be removed or reviewed.