Where do I see the feedback provided by the customer when cancelling a subscription from the customer portal?

Modified on: Thu, 4 May, 2023 at 6:08 PM

On the Self-Service portal, you can collect feedback from customers with the cancellation reason when they cancel their subscription. To enable this option, navigate to Settings > Configure Chargebee >  Checkout & Self Service portal.

The feedback given by the customers when they cancel through the portal is stored in the subscription details as a comment. You can find the cancellation reason feedback on the subscription details page of the canceled subscription under the “Comments & Attachment” section as in the screenshot below.

Note: These comments are for the merchant's reference and hence displayed within the web interface and not to the customer.

If you’d like to get a list of all the customer feedback, you can take an export of the subscription data from the subscription details page. The customer feedback is recorded in the comments data which will be available on a separate sheet that is part of the export zip.

The comments are available in the SubscriptionComments.csv file along with the references.

Note: The comments will include all comments including any you might have left, the customer cancellation feedback can be identified using their email address in the added by column.

Note: On the recent UI enhancement you can now scroll the index pages - Customers, Subscriptions, Invoices, and Credit Notes vertically. Earlier, the pages will be paginated which may prolong your search however with the new enhancement as you scroll down the list it will load all other data in a single page as highlighted below on the screenshot. Refer to this link for more information. 

Related articles and documentation: 

Subscription Cancellation

Will customers get notified of a scheduled cancellation?

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