My custom reason codes are not showing up during the subscription cancellation process

Problem Statement

You have enabled reason codes but they do not display in the portal, or you are unsure why "Customers must mandatorily choose a reason for cancellation" is disabled under Portal settings.

Solution

If you have enabled reason codes in Settings > Configure Chargebee > Billing LogIQ and Settings > Configure Chargebee > Reason Codes, you must also enable them under Checkout & Self-Serve Portal > Portal settings.

Reason codes can be managed for cancel subscriptions, void invoices, create a credit note, refund credit note, and resend order scenarios.

Configuration Steps

Step 1: Navigate to Settings > Configure Chargebee > Billing LogIQ and enable Reason Codes.

Step 2: Navigate to Settings > Configure Chargebee > Reason Codes to enable, manage default reason codes, and create, manage, or delete custom reason codes.

Step 3: To display reason codes on the Portal, navigate to Settings > Configure Chargebee > Checkout & Self-Serve Portal > Portal.

After enabling Allow customers to cancel subscriptions, you can configure:

1. Choose cancellation reasons to display — Add reason codes to show on the Portal.
2. Customers must mandatorily choose a reason for cancellation — Enable at site-level if not already enabled.
3. Allow customers to provide feedback during cancellation — Enable the text box for customer feedback.