Configure cancellation survey

Cancellation survey reasons

When a customer initiates a cancellation, they’ll see the reasons you select below. Enable or disable any of these to tailor your feedback collection:

• Cost: The price no longer fits my budget.
• Need: The service doesn’t meet my needs.
• Usability: I experienced technical issues or found it hard to navigate.
• Support: My experience with customer support was unsatisfactory.
• Integration: It doesn’t work well with my existing tools or systems.
• Alternative: I switched to a different product or needed missing features.
• Other

Default Other reason:

The Other reason option is always included (and cannot be toggled off). Use it to let customers provide free-form feedback.

Configure cancellation survey reasons

Sellers can customize the cancellation survey reasons to match their business needs. By selecting from a predefined list, you control which options appear when customers cancel their subscriptions.

In the FastSpring app, follow these steps to control which reasons appear:

1. Go to Settings > Store Settings > Catalog.

2. Scroll to Cancellation & Retention > Select Cancellation Reasons.

3. Check or uncheck each reason to enable or disable it. Only the selected reasons will appear in the cancellation survey.

   

4. Click Save.

How do sellers and customers experience the cancellation survey?

This section outlines how sellers and customers interact with the cancellation survey during the cancellation process, highlighting key steps and touchpoints for each user group.

Seller experience

This section describes the workflow for sellers and support teams when using the cancellation survey. It outlines the steps to initiate a cancellation, record survey feedback, and update subscription statuses.

1. In the FastSpring app, navigate to Sales > Subscriptions. Select the customer subscription you want to cancel to open the subscription details Overview page.

2. Click Cancel in the top-right corner of the Overview page; the Cancel Subscription modal appears.

   

3. In the Cancel Subscription modal, document the cancellation by:

   • Selecting a cancellation reason from the predefined list.
   • Adding any additional comments (optional).
   • Specifying whether the cancellation takes effect immediately or at the end of the current billing cycle.

4. Click Cancel Subscription to finalize your selections. The subscription status updates to Canceled, and the details page refreshes with all relevant data for record-keeping.

Customer experience

This section describes the workflow for customers when using the cancellation survey. It outlines how to cancel a subscription, provide feedback, and confirm the cancellation.

1. In your account management portal, locate the subscription you wish to cancel and click the Manage drop-down menu > Cancel Subscription.

2. If your subscription can be paused, a prompt appears offering two options:

   • Pause subscription: Temporarily pause your subscription.
   • Cancel anyway: Proceed with cancellation.

     Note: The cancellation feedback screen appears directly if the pause option is unavailable.

3. In the cancellation feedback screen, document your cancellation decision by:

   • Selecting a cancellation reason from the provided list.

   • Adding any additional feedback or comments in the text area (optional).

     

4. Click Submit and cancel subscription to submit your feedback; a brief loading animation indicates your cancellation is being processed.

5. Once complete, the subscription details page updates to display the status as Canceled, which you can verify anytime in your account management portal.

Retrieve survey responses via API

After customers submit their feedback, sellers can retrieve all responses using the Query cancel survey responses endpoint. This is useful for integrating survey results into your own reporting or analytics pipeline.

GET https://api.fastspring.com/cancelSurvey/responses

See the complete reference at Query cancel survey responses.