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Cancel Reasons

BRD §US-20.1 — when a subscriber starts to cancel, the storefront funnel shows a short, optional reason survey before any save offers (pause, discount). The list they see is configured here.

Prerequisites

  • bc-subscriptions installed
  • Admin user role with Settings permission (default for all admin roles)

Configuring the list

Go to Admin → Settings → Cancel Reasons.

  • Each row is one reason shown as a radio option in the storefront cancel funnel.
  • Use Add reason to append a row, and Remove to delete one — at least one reason must remain.
  • Save persists the list immediately; it takes effect the next time a subscriber opens the cancel funnel.

An Other free-text option is always appended automatically by the storefront — you don't need to add it, and it can't be removed from this list, so subscribers always have a way to give a reason not on your list.

What subscribers see

The reason survey renders as part of the existing cancel funnel step (not a separate screen) — selecting a reason is optional and never blocks or delays reaching the "Still want to cancel" confirmation. A subscriber can skip the survey entirely and still complete their cancellation in one action.

Where the data goes

The selected reason is stored with the cancellation and is distinct from the merchant/system-attributed cancel reason recorded when your team cancels a subscription on a customer's behalf (contract expiry, CS override, etc.) — the two are tracked separately so "why did merchants force-cancel" and "why did subscribers churn" stay queryable independently.