Setting up Your Cancellation Flow
Setting up Your Cancellation Flow
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Setting up Your Cancellation Flow
Having a successful cancellation flow in place helps you reduce churn by providing alternative options to cancellation, as well as boost long-term retention and customer lifetime value by gaining valuable insights about your subscription plans and products.
In this article, you’ll learn how to customize the cancellation flow customers will engage with when attempting to cancel their subscription.
How it works
When a customer chooses to cancel their subscription or remove a product subscription from their customer portal, they’ll be offered to skip an upcoming order instead of canceling their subscription entirely, which can significantly reduce churn. If they continue to cancellation, they’ll see a list of customized cancellation reasons, and will be able to give you valuable feedback on why they’re canceling.
Please note:
You also have the option of canceling your customers’ subscriptions on their behalf, and providing their cancellation reasons and feedback from the Customers page for any individual customer.
Offering customers to skip instead of cancel
When customers attempt to cancel their subscription or remove a product from a subscription through their customer portal, they’ll be offered to skip their upcoming order instead of canceling immediately.
Please note:
To enable skip instead of cancel, the Skip upcoming order action needs to be turned on in the Customer Portal Widget >Available Actions menu of your Store View page.
To turn the skip before cancel option off or to enable it again:
1. In your Yotpo Subscriptions main menu, go to Cancellation Flow.
2. Switch the Offer customers to skip their next order toggle on or off based on your preferences.
Collecting cancellation reasons
Cancellation reasons can be collected both via direct customer input through the customer portal, and from the Customers page if you’re canceling on your customer’s behalf.
Customizing the list of cancellation reasons
Please note:
We've started you out with a ready-made list of the 5 most frequent cancellation reasons. To customize the list to fit your needs, follow the steps below.
To customize your list of cancellation reasons:
1. In your Yotpo Subscriptions main menu, go to Cancellation Flow.
2. Turn on the Ask for cancellation reasons toggle.
3. Under Ask for cancellation reasons you can replace or edit the existing reasons, or click + Add reason to include additional reasons you may think your customers are likely to select.
4. Check the Add feedback checkbox next to any of the reasons to allow customers to provide more detailed feedback about the specific cancellation reason.
5. Turn on the Customers can continue without answering to make cancellation reasons optional, and allow customers to cancel without selecting their reason.
Collecting cancellation reasons through the Customers page
The cancellation reasons you turn on and customize will also be available to you from the Customers page when you cancel a customer’s subscription or remove a product from their subscription on their behalf. See how to customize your cancellation reasons.
Collecting cancellation reasons through the customer portal
When customers attempt to cancel their subscription or remove a product from their subscription, they’ll be able to select the reason they’re canceling from a list of cancellation reasons.
Please note:
To collect cancellation reasons through the customer portal, the Cancel subscription action needs to be turned on in the Customer Portal Widget >Available Actions menu of your Store View page.
Tracking cancellation reasons
Understanding why customers cancel will allow you to improve your subscription offerings and retention rates.
To track your customers’ cancellation reasons and view their feedback:
1. In your Yotpo Subscriptions main menu, go to Analytics > Product Performance.
2. Enter the product or product variant name you want to view cancellation reasons for and the date range you’re interested in.
3. Under Churn breakdown, you’ll see the number of subscription cancellations organized by cancellation reasons. You’ll also learn what percentage of cancellations are attributed to each reason.
Tracking cancellation reasons by customer
In addition to tracking cancellation reasons through the Analytics page, you’ll also be able to see your customer’s cancellation reasons from the Customers page, for any customer who has canceled subscriptions.
Please note:
If you’ve turned on the Customers can continue without answering option, you may not have feedback for that customer. See more about customizing cancellation reasons .
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