When subscribers leave.
MAKE IT EASY
A difficult cancellation produces a chargeback, which costs more.
WHAT TO ASK
Why, optionally.
Keep it to one question with options plus a free text field.
WHAT THE ANSWERS TELL YOU
- Price: your pricing or your value communication
- Not using it: your onboarding
- Missing something: your product
- Temporary circumstances: offer a pause
WHAT TO OFFER
Where appropriate: a pause, a lower tier, or a discount.
Once. Not repeatedly, which is irritating.
WHEN ACCESS SHOULD END
At the end of the paid period, not immediately.
They paid for it.
WHAT TO SEND
Confirmation, what they keep, and how to return.
WHAT NOT TO DO
Continue charging after cancellation Make them contact you to cancel Send aggressive retention messages
WHAT TO DO AFTERWARDS
A win-back message some weeks later recovers a proportion.
Most businesses never send one.
