Adding Cancellation Reasons
When your customer makes a cancellation request from the self-service portal, they are required to select the "type of cancellation" and the "reason" for making the cancellation request.
By requiring customers to provide a cancellation reason, businesses can make more informed decisions, enhance their offerings, and build stronger relationships with their customers by showing that they value feedback and are committed to continuous improvement.
Some of the reasons to consider adding cancellation reasons to your cancellation process are:
- Feedback and Improvement: By providing a cancellation reason, customers can offer valuable feedback to the business about why they decided to cancel the product or service. This feedback can help the business understand customer preferences, identify common issues, and make necessary improvements to their offerings.
- Problem Resolution: Sometimes customers might be cancelling a product due to a specific problem or issue they encountered. By selecting a cancellation reason, the business can proactively address these issues and work towards resolving them to prevent future cancellations.
- Personalisation and Retention: If a business understands why customers are cancelling, they may be able to offer targeted solutions or incentives to encourage customers to reconsider the cancellation. For instance, if the cancellation reason is related to price, the business might offer a discount or a better pricing plan. This can potentially lead to retention rather than loss of a customer.
- Data Analysis: Collecting cancellation reasons allows businesses to gather data and perform analysis to identify patterns or trends in cancellations. This can provide insights into broader issues that might be affecting multiple customers or specific areas that need improvement.
- Product and Service Evaluation: The cancellation reasons can also be used to evaluate the performance of different products or services. If a particular product consistently receives certain cancellation reasons, it might indicate that there's something about that product that needs attention.
- Customer Experience Enhancement: Understanding cancellation reasons can contribute to an overall improvement in the customer experience. Businesses can use this feedback to refine their processes, enhance customer support, and streamline their offerings.
- Reporting and Accountability: Cancellation reasons can be used for reporting purposes, helping businesses track the reasons for cancellations over time. This can be useful for managerial decisions and accountability within the company.
Cancellation setup in circuly
When you use the circuly Self-Service Portal and provide the option to cancel subscriptions from the self-service portal, as part of the cancellation process your customers will be required to select the "type of cancellation" and the cancellation reason. The "type of cancellation" is fixed, that is normal and extraordinary. However the cancellation reasons that are categorised under the cancellation type are fully customisable and can be defined in your settings.
Normal cancellation
The process of terminating a subscription within the standard terms and conditions set forth by the service provider.
Extraordinary cancellation
Extraordinary cancellation refers to the termination of a subscription under exceptional circumstances that deviate from the regular terms and conditions.
To add cancellation reasons, follow these steps:
- Go to Settings > Subscription > Scroll down to CANCELLATION REASONS.
- Click on the “+” plus icon under Normal Cancellations and/or Extraordinary Cancellations to to start adding cancellation reasons for the cancellation type.
- Add a reason in the name input field. This helps you internally in differentiating between the different cancellation reasons. Continue the process by adding the translation of the cancellation reason in the respective language input fields.
Important: Only the translated version of the cancellation reason will be shown to the customer in the self-service portal.
Note: The language options available when adding the cancellation reasons are based on your Allowed language setting. Only languages selected from the dropdown menu of the Allowed language setting are available when defining the cancellation reason.
- When you’ve added the name and their translation, click on the SUBMIT button.
- Once you’re finished with adding all the reasons click on the SUBMIT CHANGES button.
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