Cancellations

Customers › Cancellations shows who left, why, and what is set to end. Choose a range of Last 30 days, Last 90 days (the default) or Last 12 months.

What the page shows

• Churned MRR, Cancellations with the share that has a reason, Median tenure and MRR at risk.
• Reasons by month, always the last 12 months, and Tenure before canceling.
• By reason and By plan.
• Scheduled to cancel: subscriptions set to end at the end of their period, with the MRR still at risk.
• Recent cancellations: the customer, plan, MRR lost, reason, comment and date, up to the newest 500 in the range.

Reasons

A reason arrives with the cancellation when the provider sends one. Stripe, Chargebee and Polar are among those that do. Others, such as Paddle and Lemon Squeezy, send none. Without one, the cancellation shows No reason given.

The reasons are Too expensive, Missing features, Switched to another product, Not using it enough, Too complicated, Quality problems, Customer service, Payment failed and Other.

Add or change a reason

Owners and admins can do this. Viewers only read.

A later sync keeps what you set. This works for cancellations that have ended, not for those still under Scheduled to cancel.

Export

Export at the top of the page downloads the range's cancellations as a CSV: customer, plan, MRR lost, reason, comment and date, up to the same 500. Scheduled to cancel has its own Export CSV in the card's menu, with customer, plan, MRR at risk, reason and end date.

Themes

Themes in what customers wrote groups cancellations by what they have in common. By default it uses the reasons, counted from your ledger, and sends nothing to AI.

AI groups the comments themselves when all of these are true:

• The business owner has a paid license. Trials do not get it.
• Let AI read customer data is on for the business.
• Privacy mode is off for the business.
• You have one business chosen, not All businesses.
• Customers wrote at least 3 different comments in the last year.

How often it runs

The grouping runs each Monday, only when there are new comments. The first one starts as soon as a paying account turns the setting on, and a failed one is tried again the next day. Opening the page never calls AI, and themes use none of your Ask questions.

A business gets at most 6 groupings in a calendar month, which is one each Monday and one first run. If they run out, new comments wait for the next month.

What is sent

Only the comment text is sent: the newest 300 different comments from the last year. Emails, links, phone numbers, amounts and the customer's name are removed automatically, which can miss details in free text. No customer record, plan or amount goes with it.

AI writes each theme's title and description and says which comments belong to it. It writes no numbers: RevGlance counts the cancellations and MRR behind each theme. How this was made, under the themes, lists exactly what was sent.

Let AI read customer data

It is off by default, per business. To turn it on:

Turn it off and the card goes back to the reasons. The same setting lets Ask send custom attribute values to the model. Privacy mode overrides it: with privacy mode on, no comment or attribute value is sent.