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Add Cancellation Reason in new UI

🔍 Problem Statement

Currently, when end users cancel their subscriptions, we do not collect structured data on the reasons for cancellation. This limits our ability to understand customer churn, identify patterns, and implement improvements to retain subscribers.

💡 User Story

As a business owner,

I want a required exit survey that asks customers their reason for cancelling via a dropdown with predefined options, plus an open-text field if “Other” is selected,

so that I can better understand why customers churn and use these insights to improve retention strategies.

🎯 Definition of Done (DoD)

A feature is considered done when:

  • A required field is presented to users when they attempt to cancel a subscription.

  • The field is a dropdown containing a list of reasons configured through the platform.

  • If “Other” is selected, an open-text input field appears, allowing the user to specify their reason.

  • The open-text input field is required when other is selected.

  • The validations happens only on the UI strictly and not on the Open API.

  • This change needs to be backward compatible with custom UIs and older react elements versions.

  • The selected reason (and optional free-text entry) is stored in the subscription object and is accessible in subscription exports.

Status: Available8 comments

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Comments8

  • Rana Haleem

    Team•

    Nov 3, 2025

    This is now live and available in our latest React Elements version — please reach out to support@pelcro.com for assistance with upgrading to the latest UI version.

  • Michael Ghattas

    Team•

    Sep 26, 2025

    Wondering what should be then done with this info? How can we use it to reduce churn. Our marketing team did a few great videos about this topic:

    https://www.linkedin.com/posts/nataliia-fylypchuk-765a41239_offboardingflows-publishing-mediapublishing-activity-7374453678327619585-2GrA

    We should:

    • Display what they will loose, entitlements, plan descripion, product description

    • Show them an offer. We need go allow businesses to set an offer in the cancellation flow.

    Overall, I recommend scoping these two points as part of the feature on the default user interface. We do this for a lot of the custom UIs, but its time to make it accessible!

  • Michael Ghattas

    Team•

    Sep 25, 2025

    • Can we update it so that its configured on the platform? We already have this config.

    • Remove the UiSettings — this should be by default enabled as a validation on front-end if its configured in the platform

  • Michael Ghattas

    Team•

    Sep 3, 2025

    • Who is asking for these features?

    • Are they using default or custom UI?

    • Should there be a preset drop down?

    • Should the drop down be configurable?

    • Should we drive adoption of default UI to enable this feature?

    • An Anonymous User

      •

      Sep 3, 2025

      This ask is coming from WTWH Media / Design World LLC for our 3 sites (Ksouders@wtwhmedia.com). Not sure if we are using default or custom UI. There should be a preset dropdown of options, or configurable options for us to add.

      • Rana Haleem

        Team•

        Sep 10, 2025

        Thanks for sharing this request!


        To better understand your needs — if you were to have a preset dropdown, what options would you consider most convenient or useful for your team?

        • An Anonymous User

          •

          Sep 10, 2025

          -Retired

          -No longer working in the industry

          -Cost

          -Lack of value in the subscription

          -Other (with a field for them to add their own reason)

  • Michael Ghattas

    Team•

    Aug 27, 2025

    Thanks for sharing. We will investigate this - it would be a great addition.