20 March 2024

Select a subscription cancellation reason

You can now set a reason why a subscription is cancelled in one of two ways:

1. When cancelling a subscription from the Backoffice

When you're cancelling a subscription for a customer, you'll find a cancellation reason field. You can select from any of the provided options to set the reason.

2. By editing the cancel reason for an already cancelled, subscription

Once a subscription is cancelled, you can set or change the cancellation reason at any time from the subscription section of the sidebar on the subscription page.

Good to know:

1. If a customer cancels themselves via their customer portal, the cancellation reason will be automatically set to unknown. You can change this from the subscription, should you be able to determine the reason.
2. All subscription cancellation reasons are included in your subscription CSV export for your own data analysis.