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Cancellation request reply templates

When someone asks to cancel, the respectful move is to cancel. Confirm it clearly, tell them what happens next, and if you make an offer, make it once and make it easy to ignore.

Replace the text in [brackets] before sending.

Templates

Confirming the cancellation

Email

Subject: Your [Product] subscription is cancelled

Hi [Customer name],

Done: your [plan name] subscription is cancelled, and you won't be charged again.

You'll keep full access until [date], the end of the period you've already paid for. After that, your account switches to [free plan / read-only / closed], and your data is kept for [period stated in your policy] in case you come back.

If you'd like to export anything before then, you can do it from [where to export].

If you have a minute, I'd really like to know what made you leave. One line is plenty, and it goes straight to the people who build [Product].

[Agent name]

A soft retention offer

Email

Subject: Re: Cancel my subscription

Hi [Customer name],

I can cancel this for you right away. Before I do, one option in case it's useful: [offer that matches their reason, e.g. "pausing your account for up to three months" or "switching to the smaller plan at a lower price"].

If that's not for you, no problem at all. Just reply "cancel" and I'll confirm it the same day, with no further questions.

[Agent name]

Chat: cancelling on the spot

Chat

Sure, I've cancelled your subscription. You won't be charged again. You still have access until [date]. Can I ask what made you decide to leave? Totally fine to skip.

Tips

  • Cancel first, then ask for feedback; asking before cancelling feels like a toll booth.
  • Match any retention offer to the reason they gave, such as price, a missing feature or a quiet season.
  • State the last day of access and what happens to their data in plain words.
  • Send a written confirmation even when the cancellation happened in chat.

Avoid

  • Making the customer reply more than once to actually get cancelled.
  • Listing every feature they will "lose" as a guilt trip.
  • Repeating the retention offer after they have said no.

More templates

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