All new stores are set up with a standard set of cancel reasons customers can select from when they cancel a subscription.
Note: To maintain the data integrity of your subscription program we do not recommend making changes to your cancel reason text.
Standard Cancel Reasons
The nine standard cancel reasons are:
- Other
- Overstocked
- Stopped Using
- Too Expensive
- Don't Like The Product
- Switch Products
- Trouble Managing
- No Longer Needed
- Disengaged*
*Disengaged cancels indicate passive churn initiated by the Disengaged Subscription Concierge. Customers do not see this as a cancel reason option in the Subscription Management Interface.
Custom Cancel Reasons
If you need to enable other cancel reasons in your Subscription Management Interface, Ordergroove has additional options available. It's important to use the correct cancel reason code to ensure the text displayed to your subscribers corresponds to the corresponding reason reflected in your reporting.
|
Cancel Reasons Code |
Reason |
Example Text Displayed to Subscriber |
|
1 |
Other (Subscriber input) |
<Text box input> |
|
2 |
Overstocked |
I have too many of this product |
|
3 |
No longer uses the product |
I no longer use this product |
|
4 |
Product Change |
I want to switch products |
|
6 |
Buy’s product elsewhere |
I buy this product elsewhere |
|
7 |
Auto-delivery general issue |
I did not receive my order as expected |
|
8 |
Too expensive |
This product is too expensive |
|
9 |
Price issue |
I wasn’t charged the right amount |
|
10 |
Shipping choices |
Limited shipping choices |
|
11 |
Shipping prices |
Shipping prices |
|
12 |
The product is perpetually out of stock |
The product is out of stock |
|
13 |
Mistaken sign-up |
I did not intend to join a subscription program |
|
14 |
Not available |
This product is different from what I ordered |
|
15 |
Doesn’t like product |
I don’t like this product |
|
16 |
Better deal non-subscription |
Found a better deal on the website |
|
17 |
Understocked |
I was understocked |
|
18 |
Payment issue |
I am having trouble updating my payment information |
|
19 |
Not enough choices |
I want more choice/variety in subscription offerings |
|
20 |
Subscriber relocated |
I or the person using the subscription is relocating |
|
21 |
Switched to electric shaving |
I switched to electric shaving |
|
22 |
Switching to another brand product |
I’m switching to another <your brand> product |
|
23 |
My pet passed away |
My pet passed away |
|
24 |
Allergic reaction |
I experienced an allergic reaction to this product |
|
25 |
Account management issue |
Could not figure out how to manage online |
|
26 |
Issue updating payment |
Cannot change payment info |
|
27 |
Reorganizing subscriptions |
Reorganizing subscriptions |
|
28 |
The committed subscription period ended |
Commitment has been reached |
|
29 |
Signed up for the discount |
I signed up for the discount |
|
30 |
Signed up for free shipping |
I signed up for the free shipping |
|
31 |
Difficulty managing subscription |
I’m having trouble managing my <subscription program name> online |
|
32 |
Changed mind |
I changed my mind |
|
33 |
No longer wants a subscription |
I no longer want a subscription |
|
34 |
Easier to pick up in-store |
It’s easier for me to pick up in-store |
|
35 |
Want more choice/variety |
I want more choice or variety for my product |
|
36 |
Did not receive as expected |
I did not receive my shipment in the condition I expected. |
|
37 |
Fraudulent account |
Fraudulent account |
|
38 |
Duplicate Item |
Canceled because I already have a subscription to this product |
|
39 |
Discontinuing |
Canceling because this item is about to be discontinued |
|
40 |
Frequency Orders |
I’m receiving orders too frequently |
|
41 |
Technical Issues |
I’m having technical issues managing my subscription |
|
42 |
Temporary Cancel |
I’m canceling temporarily but will be back |
|
43 |
Shipping error |
There was an error with my shipping for this subscription |
|
44 |
One time order is cheaper |
It was less expensive to buy this as a one time purchase |
|
45 |
Death |
Canceling due to a death |
|
46 |
No results |
I’m not seeing results from this product |
|
47 |
Item restricted |
Canceling because this item is restricted in my state of residence |
|
48 |
Brand change |
I’m switching to another brand |
|
49 |
Miss old bundle from the previous program |
I miss the old bundle |
|
50 |
The bundle is too expensive |
A bundle no longer fits my budget |
|
51 |
Bought it as a gift |
I bought this as a gift |
|
52 |
Only need one subscription |
I only need one subscription |
|
53 |
Child potty trained |
My child is potty trained |
|
54 |
Baby hasn’t arrived |
Baby hasn’t arrived yet |
|
55 |
Didn’t take as often as expected |
Didn’t take as often as expected |
|
56 |
Changing commitment |
I’m changing items in my commitment |
|
57 |
Subscription import |
Subscription import |
|
58 |
Subscription duration ended |
Subscription duration ended |
|
59 |
Only need diapers |
I only need diapers |
|
60 |
Only need wipes |
I only need wipes |
|
62 |
GDPR Account Deletion Request |
GDPR Account Deletion Request |
|
63 |
CCPA Account Deletion Request |
CCPA Account Deletion Request |
If your account has custom reasons, please contact us for more information.