Handling cancellation requests
What to check when a member asks to cancel, and how the cancellation happens depending on how they pay.
Members ask to cancel through the Support inbox, at the front desk or by email. Whichever way it arrives, open their profile from Members and look at their history before you reply.
What to check first
- When they last trained. A member who stopped coming a month ago has a different reason from one who trained yesterday.
- Which plan they're on, and whether they pay through the App Store, Google Play or your payment processor.
- What you've already sent them. Cortex may have sent a check-in or win-back message.
- Whether they've written in before about a problem, such as a video that won't play on their TV.
If you offer a pause or a cheaper plan, mention it in your reply. Some members only want a break.
How the cancellation happens
- App Store or Google Play subscriptions: the member cancels it themselves in their phone's subscription settings. Reply telling them where to find it.
- Payment processor subscriptions: these are managed on your side. If you're not sure how cancelling works for your app, contact your account team.
Tip
Pulse shows whether cancellations are rising and which members they come from. Open Analytics and ask it something like “why did cancellations go up last month?”
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