Reasons for Cancellation

    Content of this article

    1. Preliminary Remarks
    2. Add a Cancellation Reason
    3. View Cancellation Reasons in the Merchant Backend (Customer Account)
    4. Cancellation Reasons 
    5. View Cancellation Reaons in Reports

    1. Preliminary Remarks

    In the Reasons tab, any number of cancellation reasons can be created. They can be activated and deactivated. The activated cancellation reasons are displayed in the Sort Reasons tab. Once cancellation reasons are available, the Reasons subtab in the main tab Settings gets a green tick.


    Note: 

    • If no settings have been made, but cancellation reasons have been created and activated, the default cancellation process is carried out.
    • If no cancellation reasons have been created and activated, the customer can cancel their offer with one click.
    The cancellation reasons can be viewed in the customer account and the reports.

    2. Add Cancellation Reason

    • Click on + Add Cancellation Reason.
    • Enter an Internal Title*. This title is only for internal allocation and is not displayed to customers.
    • Enter a UniqueID*.
    • Checkbox Aktiv aktivieren oder deaktivieren. / Activate or deactivate checkbox Active. 
      • activated: The cancellation reason will be displayed to the customers.
      • deactivated: The cancellation reason will not be displayed to the customers.
    • Enter the cancellation reason in the Text* field. If needed, click on + to add another language and set as default language.

    3. Views Cancellation Reasons in the Merchant Backend (Customer Account)

    Once a customer has canceled a subscription, the cancellation reason can be viewed in the customer account.
    • Open the client's view.
    • Open the menu item Customers.
    • Select the customer.
    • Open Subscriptions tab.
    • Open the canceled subscription.
    • In the Subscriptions tab on the left-hand side, the cancellation reason ist displayed.

    4. Set Cancellation Reasons in the Merchant Backend

    In case that a subscription is canceled in the Merchant Backend by a supporter, the supporter can also select a cancellation reason.
    • Open Customers menu item.
    • Select a customer.
    • Go to Subscriptions tab.
    • Select the subscription to be canceled.
    • In the action bar, click on Cancel and select one cancellation option.
    • Use the drop-down under Enter reason for cancellation to select the cancellation reason.

    5. View Cancellation Reasons in Reports

    The cancellation reasons can also be viewed in the Reports menu item.
    • Open Reports menu item.
    • Open Cancellation Reasons menu item.
    More information: Reports
    Published