> For the complete documentation index, see [llms.txt](https://help.smartrr.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartrr.com/docs/support/admin-portal/what-is-retention/cancel-reasons-and-actions.md). # Cancel Reasons & Actions Offer additional discounts or actions to help prevent customers from churning, and capture the feedback of customers who still decide to end their subscription. ## Overview Brands on our Grow and Excel plans have access to a **Retention**— a feature allows merchants to gain insight on why customers pause and cancel their subscriptions.

The retention page, showing actions that customers decided to take (eg. updating their frequency) instead of canceling, and the cancel reasons in effect and their set actions.

## Cancellation Reasons Brands can add up to **eight** reasons to display in your customers’ account portal alongside a text field for your customers to provide more information. The following reasons show up by default:

Smartrr default cancellation reasons
Product is too expensive
I have more than I need
I need it sooner
I want to try a different product
I don’t love the product
I’m moving and need to change my address
Other

The cancel option highlighted in the subscription card in the customer portal.

Screenshot of the cancel reasons displayed to the customer in the customer portal.

### Retention Actions

Each cancellation reason can be assigned an optional **retention action** that will prompt the customer with an additional module before they cancel:

Retention action	Customer will be prompted...
Gift	"Would you like to gift your next order to a friend?"
Swap	"Would you like to swap an item in your next order?"
Change Date	"Would you like to change the date of your next subscription order?"
Discount	"Would you like an additional X% off your next order?"
Frequency Update	"Would you like to edit the frequency of your orders?"
Skip	"Would you like to skip your next order?"
Change Address	"Would you like to edit the delivery address for your subscription?"

### Prompts Prompts, when set to **YES**, provide an additional box for for the customer to provide more information on why they are trying to cancel. If a customer volunteers information it will appear on hover over the chat icon in the table of retention results.

If customers add a note with their cancellation reason, this is denoted by a "dialogue cloud" that appears next to their selected reason in the retention summary table. Hovering over this icon will display the full note left by the customer. The notes are also available in an export of the retention report.

## Pause Reasons

Brands can add up to **eight** reasons to display in your customers’ account portal alongside a text field for your customers to provide more information. ### Retention Table Brands can see a full breakdown of **Cancellation attempts by customer** and **Cancellation reason summary**, **Pause attempts by customer** and **Pause reason summary**, or quickly export all data to CSV.

Screenshot of the headers/columns of the retention summary table.

The retention table shows the cancelation reason, date of the cancelation and the action taken (retention action):

Example of a populated retention table, showing the cancellation reasons, customer notes icon, date of cancellation and the action that was taken.

If a customer decided to opt-in for the retention action, this will reflect in the retention table. One of the below will show up under the "Action Taken" column based on the customer's choice: | Action Taken Statuses | | --------------------- | | Canceled | | Swapped | | Gifted | | Discount | | Frequency updated | | Date changed | | Skipped | | Address updated | *** *Related articles:* * [*What is Retention?*](/docs/support/admin-portal/what-is-retention.md) * [*What is the Cancellation Intercept?*](/docs/support/admin-portal/what-is-retention/what-is-the-cancellation-intercept.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.smartrr.com/docs/support/admin-portal/what-is-retention/cancel-reasons-and-actions.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.