Preliminary Remarks
Any number of cancellation reasons can be created in the tab Cancellation Reasons . They can be activated or deactivated. The activated cancellation reasons are displayed in the tab Sort Cancellation Reasons . As soon as cancellation reasons exist, the sub-tab Reasons in the main tab Settings is given a green tick.
Note:
If no settings are made, but cancellation reasons have been entered, the standardized cancellation process is carried out.
If no cancellation reasons have been entered, the customer can cancel with one click without having to go through the cancellation process.
The cancellation reasons can be viewed both in the customer account and in reporting.
Add cancellation reason
Click on + Add Cancellation Reason.
Enter Internal Title*. This is only used for internal allocation and is not displayed to the customer.
Enter Unique ID*.
Activate or deactivate the Active checkbox .
activated: The cancellation reasons is displayed to the customer during the cancellation process.
deactivated: The cancellation reason does not appear in the cancellation process.
Fill in the description text box with a cancellation reason. Via + another language can be added and selected which language should be set as the default language.
View cancellation reasons in the Merchant Backend (customer account)
The cancellation reasons can be viewed for each customer in the Merchant Backend.
Open client view.
Open the main menu Customers.
Select customer from list.
Navigate to Subscriptions.
Open canceled offer via Subscription ID.
In the tab Subscriptions on the left-hand side of the table, the cancellation reasons and the end date of the offer can be viewed.
Cancellation Reasons in the Merchant Backend
If a cancellation is carried out manually in the Merchant Backend, a cancellation reason can also be selected there for the report.
Open the menu item Customers .
Select customer.
Navigate to Subscriptions.
Select the desired subscription .
On the action bar, click on Cancel and select the cancellation option.
At Enter reason for cancellation (optional) a reason for cancellation can be selected via the drop-down menu.
View reasons for cancellation in the report
The reasons for cancellation can be called up in a report in the Merchant Backend.
Open the menu item Reports .
Open the subsection Cancellation Reasons .
More information: Reports