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Why: Understanding why members cancel their subscriptions helps you improve your offerings and retain more subscribers. By collecting cancellation reasons, you can identify trends and make informed decisions to enhance your app.
Navigate: App Station > Monetization > Cancellation Reasons
Quick Start
Go to App Station and select Monetization.
Click on Cancellation Reasons.
Toggle the Collect a cancellation reason switch to enable or disable the prompt for members.
Select the reasons you want to offer from the list of eight options.
Save your changes.
Detailed Sections
Overview of Cancellation Reasons
When a member cancels their subscription through the Stripe Customer Portal, they can optionally select a reason from a predefined list. If you, as an admin, cancel a subscription, you will also choose a reason and can add notes. This information helps you track cancellation trends and understand member feedback.
Configuring Cancellation Reasons
To configure which reasons are presented to your members, follow these steps:
Access the Cancellation Reasons Settings: Navigate to App Station > Monetization > Cancellation Reasons.
Collect a Cancellation Reason:
Toggle the Collect a cancellation reason switch. When enabled, members will be prompted to select a reason when they cancel. This setting is turned on by default.
If you turn this off, members can cancel without providing a reason.
Select Cancellation Reasons:
You will see a list of eight reasons that you can choose from. These include:
Customer service
Low quality
Missing features
Other
Switched service
Too complex
Too expensive
Unused
You can select which reasons to display. If you leave the selection as null, all eight reasons will be available to members.
Auto-Save Changes: Any changes you make will automatically save and update the member portal configuration, ensuring that the new settings take effect for the next session.
Note: When collecting cancellation reasons, at least one reason must be selected. If you decide to turn off collection, make sure to uncheck all reasons.
Viewing Cancellation Reasons
The cancellation reasons you collect will be visible in the member detail view and the Members & Revenue dashboard. This allows you to analyze the reasons behind cancellations and track trends over time.
Reporting and Insights
The data collected from cancellation reasons can be used to generate reports, helping you understand the reasons for cancellations better. This insight can guide your strategies for improving member retention.