Subscriptions Cancel Reasons

Updated April 28, 2025 13:18

All new stores are set up with a standard set of cancel reasons customers can select from when they cancel a subscription.

What are Cancel Reasons?

Cancel Reasons are the options displayed to a customer when they go to cancel a subscription in the Subscription Manager.

cancel reasons screenshot.png

Cancel Reasons also appear in Analytics when you are analyzing the Retention & Churn metrics of your subscription program, under Data > Analytics > Retention & Churn > Cancellation Reasons chat.

Standard Cancel Reasons

All new Ordergroove Subscription Manager themes have 9 built-in cancellation reasons, pre-configured and ready to go:

Cancel Reason Code	Reason (displayed in RC3 Analytics)	Displayed to customers in the Subscription Manager as:
1	Other (Subscriber Input)	Other (please specify)
2	Overstocked	I have too many of this product
3	Product not in use	I stopped using this product
8	Too expensive	This product is too expensive
15	Tried and don't like product	I don't like this product
22	Switch to another product	I wanted to switch to a different product/flavor
31	I'm having trouble managing my Auto-Ship online	I had trouble managing my subscription
70	I no longer use this product	I no longer have any use for this product and I will not need it in the near future
9*		See note below

*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.

Note: The cancel reasons that are presented to customers in the Subscription Manager might differ from the cancel reasons you see in some Ordergroove Analytics reports. The Cancellation Reasons chart will display labels in accordance with text in the Reason column above, giving you the flexibility to customize the exit survey text that the customer sees. To maintain the data integrity of your subscription program, we recommend being mindful of text customization that differs too heavily from the standard Reason text, for any given code.

List of all Cancel Reasons

In addition to the standard 9 built-in, Ordergroove has additional Cancel Reasons available to use in the Subscription Manager. 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 Analytics reporting.

Cancel Reason Code	Reason (displayed in RC3 Analytics)	Recommended Text for the Subscription Manager
1	Other (Subscriber input)	<Text box input>
2	Overstocked	I have too many of this product
3	Product not in use	I no longer use this product
4	Product Change	I want to switch products
6	Buy product elsewhere	I buy this product elsewhere
7	Auto delivery 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	Product is perpetually out of stock	The product is out of stock
13	Did not sign up	I did not intend to join a subscription program
14	Not available	This product is different from what I ordered
15	Tried and don't like product	I don’t like this product
16	Better deal	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 choice	I want more choice/variety in subscription offerings
20	Subscriber relocation	I or the person using the subscription is relocating
21	Switch to electric shaving	I switched to electric shaving
22	Switch to another product	I’m switching to another <your brand> product
23	Pet passed away	My pet passed away
24	Allergic reaction	I experienced an allergic reaction to this product
25	Frustrated with online management	Could not figure out how to manage online
26	Cannot change payment	Cannot change payment info
27	Reorganizing subscriptions	Reorganizing subscriptions
28	Commitment has been reached	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	I'm having trouble managing my Auto-Ship online	I’m having trouble managing my <subscription program name> online
32	Club Migration - Customer Gave Consent	<Not recommended for display in Subscription Manager exit survey>
33	Club Migration - Customer did not consent	<Not recommended for use in Subscription Manager exit survey>
34	Easier to pick up in-store	It’s easier for me to pick up in-store
35	I want more choice or variety of brush heads.	I want more choice or variety of brush heads.
36	I did not receive my order as expected.	I did not receive my order as 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	Frequent 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	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	I miss the old bundle
50	Bundle doesn't fit my budget	A bundle no longer fits my budget
51	I bought this as a gift	I bought this as a gift
52	I only need one subscription	I only need one subscription
53	My child is potty trained	My child is potty trained
54	Baby hasn't arrived yet	Baby hasn’t arrived yet
55	Didn’t take as often as expected	Didn’t take as often as expected
56	I’m changing items in my commitment	I’m changing items in my commitment
57	Subscription import	Subscription import
58	Subscription duration ended	Subscription duration ended
59	I only need diapers	I only need diapers
60	I 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
64	Poor product quality	Poor product quality
65	Confusing web experience	Confusing web experience
66	Poor customer service	Poor customer service
67	Delivery was incorrect or late	Delivery was incorrect or late
68	I did not like this flavor	I did not like this flavor
69	I have too many of this product	I have too many of this product
70	I no longer use this product	I no longer use this product
71	I want to switch products	I want to switch products
72	I buy this product elsewhere	I buy this product elsewhere
73	I did not receive my order as expected	I did not receive my order as expected
74	This product is too expensive	This product is too expensive
75	This product is out of stock	This product is out of stock
76	I did not intend to join a subscription program	I did not intend to join a subscription program
77	Buying One Time only	I only wanted to buy one time
78	Buying In-Store	I am buying in store
79	Buying at Grocery or Wholesale	I am buying at grocery or wholesale
80	I don't like the new product formulation	I don't like the new product formulation
81	Too expensive for the value received.	Too expensive for the value received
82	Even with member discount, supplements were too expensive.	Even with member discount, supplements were too expensive
83	This is temporary, I'll be back!	This is temporary, I'll be back!
84	Technical issues.	Technical issues
85	Did not use the membership.	Did not use the membership
86	The membership wasn’t what I expected.	The membership wasn’t what I expected
87	I'm drinking less coffee now	I'm drinking less coffee now
88	Dislikes Shade - Poor Gray Coverage	I dislike the shade - Poor Gray Coverage
89	Dislikes Shade - Too Dark	I dislike the shade - Too Dark
90	Dislikes Shade - Too Light	I dislike the shade - Too Light
91	Dislikes Shade - Brassy/Orange Results	I dislike the shade - Brassy/Orange Results
92	Dislikes Shade - Other	Dislikes Shade - Other
93	Upgraded to consultant	Upgraded to consultant
94	Customer canceled order	Customer canceled order
95	subscription doesn't suit my needs	The subscription doesn't suit my needs
96	The coffee I want isn’t available for subscription	The coffee I want isn’t available for subscription
97	My child is approaching one year	My child is approaching one year
98	This is test only	This is a test only
99	I need to save money right now	I need to save money right now
100	Shipping Issues/Takes Too Long	Shipping Issues/Takes Too Long
101	I am not working from home any more	I am not working from home anymore
102	Gift term ended	The gift term ended
103	Purchasing from Amazon	I'm purchasing from Amazon
104	Purchasing from Target	I'm purchasing from Target
105	Purchasing from Ulta	I'm purchasing from Ulta
106	CX Cancellation	CX Cancellation
107	Wrong size	Wrong size
108	Could not find option I liked	I could not find the option I liked
109	This was for someone else	This was for someone else
110	I prefer a different style	I prefer a different style
111	Received as a gift	Received as a gift
112	Item did not fit	Item did not fit
113	Disengaged	Disengaged
114	Cancelled without exit survey response	<Not recommended for display in Subscription Manager exit survey>

If your account requires custom reasons beyond the ones you see listed here, please contact us for more information.

FAQ

Why don't my cancel reasons match the reasons displayed in Analytics?

The text displayed to your customers can be modified in the Subscription Manager theme editor, but Ordergroove logs and displays metrics based on the Cancel Reason Code. For example, reason #32 is:

Cancel Reason Code	Reason	Recommended Text for the Subscription Manager
32	Changed mind	I changed my mind

You might change the text displayed to subscribers to something like 'Returned/No Longer Need'; Ordergroove reports on the Reason, so it will display as "Changed mind" in analytics.

What is the 'None' reason?

If Ordergroove can’t find a reason or there is an error, we categorize None as a fallback reason. It's a catch-all for any subscription cancels that don't have a cancel reason associated with it (which may happen when making customizations with our Cancel endpoint in the API).

The cancel reasons labels can sometimes be compressed in the chart. How can I view each cancel reason?

This can sometimes occur due to a large amount of distinct cancel reasons having difficulty scaling with the window. You can hover over each row of data exact cancel reason associated with that bar.