Subscriptions Cancellation Dashboard Overview
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Subscriptions Cancellation Dashboard Overview
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Your Subscriptions Cancellations Dashboard provides a detailed view of how subscriptions are performing.
In this article, you’ll learn how to effectively understand and use the dashboard to make data-driven decisions that can enhance your subscription retention strategy and prevent churn.
How it works
The Cancellations Dashboard is located under Analytics > Cancellations. Data can be filtered by specific products, variants, and dates. The latest update time is displayed at the top of your report. The data in the dashboard is shown in the currency selected on your Shopify store.
Churn is defined in the dashboard as any subscription that has been canceled, failed, paused, or expired. The same subscription contract can be counted as churned more than once if it churned within the selected time period.
Please note:
Migrated subscriptions will not be included unless they were reactivated after migration.
Before you start
The Cancellation Dashboard is focused on how your retention strategies performing. A major tool against churn is to set up cancellation flows.
Cancellation flows are a powerful tool that allows you to pair offers—like offering a discount or a different order frequency—to customers when they attempt to cancel a subscription.
Multiple metrics within the dashboard, such as the cancellation performance chart, include a breakdown of churn by reason. To edit your cancellation flow, see Customizing Your Cancellation Flows.
Key metrics
Several key metrics are located at the top of your dashboard. These give an overview of the health of your subscription retention.
| Metric | Description |
|---|---|
| Cancellation attempts | The number of times customers initiated a cancellation |
| Cancelled | The number of subscriptions cancelled within the selected time period |
| Skipped | The number of subscriptions that were skipped instead of cancelled within the select time period |
| Claimed offer | The number of subscriptions that were saved by an offer during the selected time period |
Cancellations by reason
This chart breaks down cancellations within the selected time period by type. Hovering over a bar on the graph will show how many subscriptions have been cancelled due to that reason.
To view cancellation feedback, export a list of your cancelled subscriptions from your Subscriptions page.
Cancellation offers performance
The performance section of the dashboard allows you to track retention metrics and measure the effectiveness of your cancellation offers. This table is not affected by the date range filter.
Clicking on a reason, such as “I already have enough,” will show the offers that are or have been associated with that reason, as well as how many times the offer has been triggered, claimed, and its save rate.
The table will also show cancellation incentives that you have offered in the past. We recommend reviewing how well offers have worked historically for each reason to find the retention strategy that works best for your brand.
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