RevGlanceCancellations and the survey
Why customers leave, grouped into themes, and a one-click survey for the reasons providers do not send.
Customers › Cancellations lists who left and why: reasons and comments from Stripe and Polar, reasons you add by hand, and cancels set for the end of a period with the MRR at risk.
Themes
Turn on Let AI read customer data in Settings › Businesses, and AI groups a year of cancellation comments into at most eight themes. It is off by default, and until then themes come from the reasons customers picked. Themes need a license, and trials don’t include them. AI runs once when you turn it on, then every Monday when there are new comments, and the card shows when it last ran and when it runs next. These are your customers’ own words, and they go to the model. Emails, links, phone numbers, amounts and the customer’s name are removed automatically first, which can miss details in free text, and identical comments are sent once. RevGlance checks every comment against the theme it was put in, then counts each theme's cancels and MRR for the range you look at. Every comment links to its customer.
Each run is recorded: what was sent, what was dropped, the model, tokens and time. In privacy mode nothing is sent and themes group the reasons picked instead.
The cancellation survey
Lemon Squeezy, Paddle and several others send no reason at all. The survey asks the customer instead.
- On Cancellations, write the survey email, or let AI draft its question (one Ask question).
- Approve the template. Only the owner can turn the survey on.
- From then on, every canceled or cancel-scheduled subscription gets one email with six one-click answers and an optional comment page.
An answer becomes the cancellation's reason, marked "from the survey", and feeds Themes. Opt-outs are respected and every send is logged.