Subscriptions Cancel Reasons

All merchants are provisioned with a standard set of cancel reasons. Below are cancel reasons that come out of the box already configured with new programs. Note, to maintain the data integrity of your subscription program we do not recommend making changes to your cancel reason text.

The nine standard cancel reasons are:

  1. Other
  2. Overstocked
  3. Stopped Using
  4. Too Expensive
  5. Don't Like The Product
  6. Switch Products
  7. Trouble Managing
  8. No Longer Needed
  9. 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.

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

Doctor’s Orders

Canceled due to doctor’s orders

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.