The Cancellations Report will provide insight into cancellation rates and reasons, to help drive retention and win-back efforts.
If utilizing our hosted customer portal or agents submit the cancellation, you configure your cancellation reasons here.
Date Operator: Cancel Date
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 morehere.
| 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 Cancel Rate | The percentage of cancellations that were actively cancelled by the customer. | Active Cancels / Cancellations |
| 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 |