Support Reply: Subscription Cancellation
Support reply
Annoyed customer
Supportive
✘ Original Message
Dear Customer, We're sorry to hear you want to cancel your subscription. We value your business and hate to see you go. Before you cancel, we'd like to understand what we could have done better. Your feedback is important to us. If you'd reconsider, we'd be happy to offer you a discounted rate for the next 3 months. Please let us know your decision. Best, Customer Success
✔ Best Rewrite
Hi [First Name], I see you're looking to cancel--no hard feelings, and I won't make this difficult. Before I process it, quick question: was it pricing, a missing feature, or something else? (Just helps us get better.) Also, if helpful: I can offer 50% off for 3 months if cost was the issue. But if it's just not the right fit, I'll process the cancellation right now--your choice. [Your Name]
Micro-Yes Line
“Reply 'cancel' or '50% off' and I'll handle it.”
Why This Lands Better
- Acknowledged their decision respectfully
- No guilt-tripping ("no hard feelings")
- Asked for feedback without being pushy
- Clear discount offer without pressure
- Easy out ("reply cancel and I'll handle it")
#support#cancellation#SaaS#retention
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