If a customer contacts us and wants to cancel their subscription:
Empathy First
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Respond to the customer warmly:
“Hello, we’re sorry to hear that! We’d like to understand the reason before we proceed, so we can help you properly.”
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Ask about the reason in a friendly way
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Ask the customer about the reason without offering direct solutions:
“Can you tell us the reason behind your desire to cancel your subscription? Maybe we can offer you a solution that works for you.”
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Address the reason and solve the problem
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If the customer mentions the reason, try to offer appropriate solutions or offers.
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Don’t provide the cancellation method unless they reject the solutions.
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Offer cancellation as the last step
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If the customer insists on cancellation, provide them with the steps:
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Open Settings > Subscription Settings > Cancel Subscription
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Fill in the required information and click “Submit Request”
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Our team will reach out to follow up on the cancellation.
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Clarify the possibility of reversing the cancellation after it’s done
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“If you change your mind after cancellation, just let our team know, and we’ll easily restore your subscription.”
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End the conversation warmly
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“Thank you for reaching out to us, and we’re always here to support you and help with any questions or changes to your subscription.”
