Service Cancellation Reasons

Overview

Manage your cancellation reasons to enhance reporting and gather insights for service improvement. Standardized reasons help you understand why customers cancel and make it easier to build accurate reports.

You can configure cancellation reasons, control which ones are available to your team, and use billing reports to analyze cancelled services over time.

How to use service cancellation reasons

As part of the Service Cancellation Workflow, you need to add service cancellation reasons to enable users to proceed with cancellations. Standardizing these reasons will improve the quality of your reports.

Viewing and editing cancellation reasons

To manage cancellation reasons, go to the Admin Panel and select the Service Cancellation tab. Here, you can create, edit, archive, and unarchive cancellation reasons.

Creating a cancellation reason

Use these steps to add a new cancellation reason for your team.

1. Navigate to the Service Cancellation Reasons tab.
2. Click + New Reason.
3. Select a category and enter the name of the reason (you can add multiple reasons under the same category).
4. Click Create.

Archiving a cancellation reason

Archiving a cancellation reason will prevent your team from selecting it when cancelling account services. You can restore it later if needed.

1. In the Service Cancellation Reasons tab, click the Ellipsis menu next to the reason.
2. Select Archive.
3. Confirm by clicking Archive.

Unarchiving a cancellation reason

Restoring a reason makes it available for your team when cancelling account services.

1. In the Service Cancellation Reasons tab, click the archive box icon in the top right corner.
2. Click the arrow next to the reason you want to restore.
3. Select Restore.

Editing a cancellation reason

Cancellation reasons cannot be edited to maintain the integrity of historical data. If you need to update a reason, archive the existing one and create a new reason.

Reporting on cancelled services

You can use standardized cancellation reasons together with billing reports to analyze which customers cancelled service and which services were affected.

To generate a list of customers who cancelled services in a previous month and see which services were cancelled, use the Billing > Account Service Details report.

1. Open the Billing area and go to the Account Service Details report.
2. Set the date filters to the previous month.
3. Include the account-level status column in the report.
4. Filter or identify entries where the account status is inactive and the service was deactivated during the selected month.

This method gives you a straightforward list of customers with cancelled services, which you can then analyze by your configured service cancellation reasons.