It is possible to configure the system so that a subscriber who cancels is asked to provide a cancellation reason as part of the process.
The setup is done by creating a custom field on products, where Cancellation reason is selected as the function for the custom field. The field must be linked to all products where it should be used.
The field type Single choice is the most suitable. You can then define the available options, as well as optionally allow the customer to write their own reason instead of selecting one of the predefined choices.
The field will then appear during cancellation in both the self-service interface and the publisher interface.
Step-by-step guide:
In the menu at the top left, select Fields.
Click New field for and choose Subscriptions.
Under Short name type a title forexample "Cancellation reason".
Under Type, choose Choice of option.
Under Feature select the option Cancellation reason.
Under Attached products select which products you want to collect cancellation reasons for.
Under Choices, enter the options you want to register.
When you click the gear icon to the right of an option, you can choose whether that option should be displayed in the self-service portal.
Optionally, allow the customer to enter the reason themselves or to skip providing a reason by selecting the relevant checkboxes (see the image below). For the best use of the field, we recommend selecting all three checkboxes.
Fill out any other relevant fields and press Save.
Register withdrawal from a purchase as a cancellation reason
If you allow withdrawal from a purchase and want this registered as a cancellation reason, this requires a specific setting in the field.
Open the field regarding cancellation reason(Account menu in the top-right corner > Field > find the field in the list)
Next to the option related to withdrawal, click the gear icon.
In the pop-up window, clear the checkbox for Show in self-service and select the checkbox for Purchase withdrawal
Finish by clicking Save in the pop-up window and then click Save again for the main field
Once this setting has been applied, the subscription overview allows you to set the filter to show only subscribers who have withdrawn from their purchase. This can be useful for checking whether any subscribers need to be refunded.
