Cancellation Reasons
Customize the reasons customers pick from when they cancel a membership or product subscription
Decide exactly which reasons customers see when they cancel, in your own words, so the answers stay relevant to your store and feed your churn offers and analytics.
What You'll Get
Your Own Wording
Rename, add, or remove reasons so they match how your customers actually talk
Separate Per Type
Keep different reason lists for memberships and product subscriptions
Full Control
Reorder, hide, and limit the list to the choices that matter
Stable Analytics
Renaming a default reason keeps its history intact in reports
Where To Find It
Go to Subscribfy > Settings > Customer Portal. Open the Membership or Product Subscription tab, find Customer editable cancellation reasons, and click Edit.
Each subscription type has its own list, so you can present different reasons depending on what the customer is cancelling.
Tip
The reasons you set here are the same ones that power Churn Offers. Each reason can have retention offers attached to it.
Quick Setup
Open the Reasons Editor
From Settings > Customer Portal, click Edit next to Customer editable cancellation reasons.
You'll land on the Cancellation Reasons page, where you can switch between the Membership and Product Subscription lists at the top.
Edit or Add Reasons
Click the menu on any reason to Edit, Disable, or Delete it. To create a new one, click Add reason.
| Field | What It Does |
|---|---|
| Title | The text customers see on the cancel page. Keep it short and friendly (up to 120 characters). |
| Description | An optional internal note for your team only. Customers never see this (up to 500 characters). |
A list can hold up to 10 reasons. At least one reason must stay enabled at all times.
Reorder and Hide
Drag the handle on the left of each row to change the order customers see them in.
Disable a reason to hide it from customers without losing it. Hidden reasons show a Hidden badge and can be re-enabled anytime.
Save
Click Save to make your changes live for customers. The Save button stays disabled until at least one reason is enabled.
Default Reasons
Every store starts with these nine reasons for each subscription type:
| Reason |
|---|
| I'm having technical problems |
| I have enough items |
| It's too expensive |
| I don't need a subscription |
| I don't use it enough |
| I couldn't find the products I liked |
| Problems with my order |
| I'm using another service |
| Other |
Default reasons carry a Default badge. You can rename or reorder them freely, and their reporting history stays connected even after a rename.
Managing Reasons
Open a reason's menu and choose Edit. Change the title that customers see, or add an internal description for your team.
Renaming a default reason is safe: its underlying identifier never changes, so past cancellations stay grouped correctly in analytics.
Click Add reason, enter a title, and optionally a description. The new reason is enabled by default and appears at the bottom of the list.
You can keep up to 10 reasons per subscription type. Once you reach the limit, the Add reason button is disabled.
Disabling hides a reason from customers but keeps it in your list. Use this when you want to temporarily remove an option without deleting your setup.
You cannot disable the last remaining enabled reason. Keep at least one active so customers always have something to choose.
Open a reason's menu and choose Delete.
If the reason has churn offers attached to it, Subscribfy disables it instead of deleting it, so your offers don't break. If it has no offers, it is removed completely. Either way, past cancellations remain in your analytics.
Click Restore defaults to reset the list back to the nine standard reasons.
This removes any custom reasons you added and reverts renamed defaults to their original wording. Remember to click Save afterwards to make the reset live for customers.
What Your Customers See
When a customer cancels from the portal, they see a "Why are you leaving?" step listing your enabled reasons, in the order you set, using your wording.
Their selection then drives the Churn Offer they see next and is recorded in your cancellation analytics.
Tip
Test the flow by starting a cancellation on a test subscription to preview exactly what customers will see.
Common Use Cases
Troubleshooting
Related Features
Churn Offers
Attach retention offers to each cancellation reason
Customer Portal Settings
Configure self-service actions, skip-the-month, and dashboard login
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