Introduction

If you allow your customers to make cancellation requests from the Customer Self-Service Portal, they will be required to select a reason for their cancellation during the process. Collecting cancellation reasons allows you to gain valuable insights, make informed decisions, and improve your offerings. It also demonstrates that you value customer feedback and are committed to enhancing their experience, ultimately fostering stronger customer relationships.

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The importance of collecting cancellation reasons

Some of the reasons to consider adding cancellation reasons to your cancellation process are:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.

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Feature overview

When using the circuly's Self-Service Portal to make cancellations, the process includes selecting a "type of cancellation" and providing a cancellation reason. The "type of cancellation" is standardised and consists of two fixed options: normal and extraordinary. However, the cancellation reasons within these categories are fully customisable. You can define and tailor these reasons to suit your business needs, directly 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. 

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Good to know

While adding cancellation reasons, you also have the option to enter translated versions of the reasons. The available language options in the "Add Cancellation Reason" window are based on your Allowed Language settings. Only the languages selected in the Allowed Language dropdown will be available for defining the cancellation reasons.
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Step-by-step setup guide

To add cancellation reasons, follow these steps:

• Go to Settings > Subscription > Scroll down to Cancellation reasons.

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• Click on the “+” icon under Normal Cancellations or Extraordinary Cancellations to begin adding cancellation reasons for the selected cancellation type.
• The Name input field is for internal use only, helping your team distinguish between different cancellation reasons. The text entered in the Translation input field is what will be displayed to customers in the Self-Service Portal.
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• After adding the name and its translation, click the Submit button.
• Once you’ve completed adding all the cancellation reasons, click Save Changes to finalize your updates.