Cancellations
The Cancellations Report will provide insight into cancellation rates and reasons, to help drive retention and win-back efforts.
Cancel ReasonsIf utilizing our hosted customer portal or agents submit the cancellation, you configure your cancellation reasons here.
Date Operator
Connection Restrictions
Cancellation reasons are not available for all third party data connections.
Prerequisites:
- The third party data connection provides them.
- The customer is enrolled in a recurring offer (Subscription) which requires a cancel request to terminate any future charges.
- The Linked Status is updated, if applicable, based on Retention Settings. Learn more here.
| Metric | Definition | Calculations |
|---|---|---|
| Cancellations | The total count of all cancelled subscriptions. | |
| Cancellation Revenue Lost | The total revenue amount lost from cancellations. Revenue will pull from Company Settings whether to include Shipping and/or tax in Revenue | |
| Active Cancels | The total count of cancellations that were actively cancelled by the customer, for any reason other than a declined charge. | Active Cancels / Cancellations |
| Active Cancel Rate | The percentage of cancellations that were actively cancelled by the customer. | |
| Passive Cancels | The total count of subscriptions that were cancelled due to a declined charge. | |
| Passive Cancel Rate | The percentage of subscriptions that were cancelled due to a declined charge. | Passive Cancels / Cancellations |
Updated 22 days ago