Cancellation Reasons Guide

MiniBC has released Cancellation Reasons, a new feature that enhances the subscription cancellation flow for stores using our Add-Ons v2 dashboard. This guide walks through setup, the subscriber experience, and how to track results.

Sections:

1. Setup
2. Subscriber Interface
3. Tracking

Setup

The Cancellation Reasons management area is located under Settings, within the Setup sub-section. The first time you open it, you'll see two sections:

• Active Reasons - initially empty, this section can hold up to 10 reasons that will be shown to subscribers at cancellation.
• Reason Pool - a library of pre-built reasons available to be added to Active Reasons.

To get started, review the built-in Reason Pool and decide which reasons are relevant to your subscriber base. Click the + Add button next to any reason to move it into Active Reasons. You can also use the search bar to find reasons by keyword.

You can also create custom reasons for added context and clarity. To do this, click the + Add button beside the Reason Pool title and type in your reason statement. Custom reasons can be deleted at any time, and any Active Reason can be moved back into the Reason Pool if you no longer want it shown to subscribers.

Active Reasons can be reordered using drag-and-drop, and the order you set is the order subscribers will see at cancellation. Continue managing your reasons until you're happy with the list and order. All changes are saved automatically and are immediately visible to subscribers who cancel.

Note on languages: If you need reasons in a language other than English, type your custom reason in the language you wish to use.

Subscriber Interface

Once Active Reasons are configured, subscribers will be presented with the reason list when they click the cancellation button.

The image above shows the out-of-the-box cancellation modal with the current Active Reasons. Subscribers must select one reason that best fits their reason for cancelling - selecting a reason is required to complete the cancellation. Multi-select and free-text comments are not supported in this release; an additional comments field tied to the "Other" option is planned for a future release.

This feature currently applies to subscriber-initiated cancellations only. Admin-initiated cancellation support is coming soon.

Tracking

Cancellation Reasons are tracked in the Analytics section under the Cancellations sub-tab. Each cancellation is recorded in two places:

• Analytics - displays each reason alongside the number of times it was selected during the chosen time period, an estimated revenue loss, and overall trend tracking. You can choose from a range of preset date ranges or set a custom range. Data export is not available at this time.
• Subscription activity logs - the reason name is recorded as part of the cancellation entry for future reference.

Tracking begins fresh from the moment the feature is activated and does not include historical cancellations. Data is updated daily and may not reflect the current day's activity.