Similar to closing an account, a user can decide to end their experience and stop paying for your product. Just because they're leaving doesn't mean we can't give them a graceful exit. It's important to make a cancellation obvious to find and easy to travel through.
Show a link in account details
This doesn't have to be the first or most prominent link, but it should be clearly visible. If you're unsure about including it on the account page, it's suitable to place on the billing settings.
Confirm intent to cancel
Sometimes, a user miskicks. So it's okay to ask if they're sure they want to make this choice, and not just automatically canceling their subscription.
Request a reason for canceling (optional)
It can be helpful to receive feedback on why a user is canceling. Too expensive? Competitor preferred? Just don't need it anymore?
It's an easy way to start identifying the key factors affecting churn.
Confirm subscription has been cancelled
Now that it's canceled, make sure you tell the user when their subscription is active until.
Last updated 12 months ago
