Where do I see the feedback provided by the customer when cancelling a subscription from the customer portal?

Problem Statement

You want to know where do i see the feedback provided by the customer when cancelling a subscription from the customer portal.

Solution

On the Self-Service portal, you can collect feedback from customers with the cancellation reason when they cancel their subscription. To enable this option, navigate to Settings > Configure Chargebee > Checkout & Self Service portal.

The feedback given by the customers when they cancel through the portal is stored in the subscription details as a comment. You can find the cancellation reason feedback on the subscription details page of the canceled subscription under the "Comments & Attachment" section as in the screenshot below.

Note: These comments are for the merchant's reference and hence displayed within the web interface and not to the customer.

If you'd like to get a list of all the customer feedback, you can take an export of the subscription data from the subscription details page. The customer feedback is recorded in the comments data which will be available on a separate sheet that is part of the export zip.

The comments are available in the SubscriptionComments.csv file along with the references.

Note: The comments will include all comments including any you might have left, the customer cancellation feedback can be identified using their email address in the added by column.