Customer Portal: Cancellation Reason Collection

Merchants can now manage cancellation and pause reasons directly in the Customer Portal page:

• Add completely custom reasons tailored to the business
• Start with a suggested default template of reasons
• Provide translations for all configured reasons

Once at least one reason is added, customers will be prompted to select a reason whenever they pause or cancel their subscription in the Customer Portal. They can also provide additional context through a free-text field.

View responses in Shopify Admin

All collected responses are visible in Customer Portal page, making it easy to track and analyze churn patterns: