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The cancellation feedback report allows you to generate a report of all completed cancellations along with the feedback provided by customers. This report is useful for understanding why customers are cancelling their subscriptions. Open Analytics → Reports → Cancellation feedback, or select Export to CSV on the Churn Prevention metrics page. If pause reasons are enabled for your project, the report is called Churn feedback and also lets you include completed pause requests.

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Parameters

The report accepts the following parameters: Created after - Filter by when the cancellation or pause request was created. Defaults to one month ago. Created before - Limit results by the request creation date. Defaults to today. Request type - When pause reasons are enabled, choose cancellation, pause, or both. Both are selected by default.

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Available fields

You can select the following fields:
  • subscription_id - The ID of the subscription
  • subscription_name - The name of the customer
  • subscription_email - The email address of the customer
  • subscription_country - The subscription’s country
  • current_subscribed_products - Current active products, with total quantities, Firmhouse product IDs, and SKUs when available. Selected by default.
  • reason - The cancellation or pause reason selected by the customer
  • feedback - Any additional feedback text provided by the customer
  • created_at - When the request was created
  • flow - Cancellation or pause; available when pause reasons are enabled

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Reading the product details

Each product appears on its own line within the Current subscribed products CSV cell, for example:
The SKU prefix appears only when your project is set to show SKUs with product titles. With that setting disabled, the same product appears as 2x Green tea (#1234). Quantities are added together for the same product. Products with the same name but different IDs stay separate. The export includes the full list, even when the preview on the Churn Prevention page is shortened.

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FAQ

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Are these the products the customer had when they shared feedback?

The product fields show the subscription’s active products and quantities when you generate the report. They are not a saved record from when the customer shared feedback. Owned and returned products are excluded, and later product changes can affect what appears in a new export. Requests without active products still appear in the report. Their product text is blank.

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What cancellations are included?

Only completed requests are included. Requests that are still in progress or were not completed are excluded. When pause reasons are enabled, use Request type to include or exclude completed pause requests.

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How can I use this data?

This report helps you identify patterns in why customers are leaving. You can use this information to improve your product, adjust your pricing, or address common concerns that lead to cancellations.

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Are the cancellation reasons customizable?

Yes, you can configure custom cancellation reasons in your project settings. The reasons shown in this report will reflect whatever options were available to customers at the time of their cancellation.