Add a cancellation page to the customer portal
Allow your customers to cancel their subscriptions in the customer portal.
In the customer portal, you can let your customers cancel their subscriptions. This option is enabled by default.
You can also enable other options to:
Configure these options in the customer portal settings page of the Stripe Dashboard.
You can also create a customised deep link workflow for cancellations.
Collect a cancellation reason
After a customer cancels their subscription, you can collect a reason for their cancellation. In the customer portal settings, you can select the reasons that your customers see from the following list.
- It’s too expensive
- I need more features
- I found an alternative
- I no longer need it
- Customer service was less than expected
- Ease of use was less than expected
- Quality was less than expected
- Other reason
If a customer selects Other reason, they can optionally enter additional free text.
Finding cancellation reasons
You can find the cancellation reasons that users select in the following places:
- Billing > Subscriptions > subscription details page
- Stripe Sigma
- Learn how to get started with Sigma and how to use templates to query Billing data.
- The
subscription.webhookupdated - Learn more about subscription webhook events.
Deflect cancellations in the customer portal
When a customer cancels their subscription in the customer portal, you can attempt to deflect the cancellation by offering a retention coupon.
To set up a retention coupon to deflect cancellations:
- Go to the Settings > customer portal page.
- Expand the Cancellations section.
- Select a coupon in the drop-down under Retention Coupon.
If you don’t have a coupon already, you can build one inline. Learn more about coupons.