The Cancellation Flow settings allow you to understand why customers cancel their subscriptions. By giving them predefined options (and even a comment field), you gain valuable insights to improve retention, pricing, and product quality.
For example, if you run a meal delivery subscription service, reasons like "Dietary restrictions" or "Food preferences changed" could provide more actionable insights.
Access this settings by navigating to RecurrinGO → Settings → Cancellation flow
What you can configure here
1. Enable cancellation reasons
Check the box “Show the reasons for cancellation to the customer” to display cancellation reasons during the cancellation process:
2. Universal cancellation message
A message shown before the list of reasons.
Example: “Please select a reason for the cancellation of your subscription:”
3. Error message
A message shown if a customer tries to cancel without selecting a reason.
Example: “Please select one of the reasons.”
4. Reasons for cancellation
Add, edit, or remove options that customers can pick when cancelling.
Common examples include:
Too expensive
The subscription was created by accident
Poor product quality
I already have more than I need
Other reasons
Remove irrelevant reasons that don't apply to your store or product line. This helps streamline the cancellation process, making it more relevant and concise.
👉 You can add as many custom reasons as you want to better fit your store by clicking the 'Add reason' button.
5. Comment field
Optionally allow customers to leave additional feedback by ticking the box “Show the comment field to the customer”.
For example, if a customer selects "Too expensive" as a reason, their comment might elaborate with something like, "I found a similar product for a lower price." This additional detail can help businesses make strategic decisions about pricing or promotional offers.
You can also customize the message above the comment box.
Example: “You can leave a comment. Your feedback means a lot to us!”
You can also edit the message which is sent to the customers when their subscription is cancelled. To adjust it please navigate to Settings → Notifications and enable "Subscription cancelled".
Here you can fully edit your message that your customers will see after cancelling the subscription:
Read more about the notifications.
Need Help?
If you have any questions or need help, please contact our support team.
📩 Contact Support: Reach out to us via live chat or send an email to [email protected]