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13 Subscription Cancelled Confirmation Email Templates

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Deliver Faster Support Right From Gmail

13 Subscription Cancelled Confirmation Email Templates

Mar 18, 2024
8 min read

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Losing customers is never fun, but it’s a reality of doing business. 

Various factors ranging from changing customer needs, financial constraints, or even the appeal of a competitor’s offering can prompt customers to hit the dreaded cancel button. But before that final farewell, there is an opportunity for intervention to show your customers that they are valued and their satisfaction matters. That’s where our thoughtfully crafted cancel subscription email templates come in.

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How to write a cancellation of subscription email?

Here’s a rundown of tips for writing cancellation confirmation emails. Keeping it concise and straight to the point:

  1. Use Clear Language: Avoid jargon – especially in the cancellation email subject lines. Make sure that the recipient understands exactly what the cancellation entails.
  2. Confirm the Action: Let them know that the cancellation has been successfully processed.
  3. Provide Necessary Details: The best cancellation emails ensure there’s no back-and-forth between the company and the customer. Include information on canceling the mandate on their account number or their credit card, clarify details on remaining access left, refunds, or other relevant details.
  4. Ask for Feedback: Though not required, it’s often helpful to know why someone canceled. You can include a brief survey link or a question in the email.
  5. Offer Assistance: Provide contact information for further help or questions.
  6. Keep the Door Open: Let them know they’re welcome back anytime.
  7. Use a Friendly Tone: Even though it’s a cancellation email, maintain a conversational tone. You want to leave a positive impression.
  8. Stay Brand-Consistent: Your email should align with your brand’s voice and style.
  9. Include a Call to Action (If Applicable): Whether it’s asking for feedback or directing them to a FAQ page, be clear about what you want them to do next.
  10. Test and Measure: If you send many of these emails, it’s worth testing different versions to see what resonates best with your audience. You can track metrics like open rate, click-through rate, or feedback response rate.

Keeping these tips in mind will help you craft an email that’s not only informative but also reflects your brand’s identity. Remember, every cancellation is also an opportunity to learn and make your product or service even better.

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13 Cancellation Email templates for your Subscribers

In this blog post, we’ll provide you with 13 email templates to choose from and send when a customer cancels their subscription to your product or service. We’ll also discuss some tips for writing effective subscription cancellation emails.

1. Asking for Feedback

The decision to unsubscribe can often be based on a variety of factors. When a customer chooses to leave, it’s essential to collect valuable feedback to improve your services.

This email template highlights the importance of customer feedback and how you can learn from it to ensure a better user experience in the future.

Easily Collect Customer Feedback

2. Offering a Pause Instead of Cancellation

Not all subscription cancellations are final. Sometimes, your customers might just need a break. This cancellation message is perfect for giving your customers the option to pause their subscriptions, providing them with a more flexible solution that caters to their current needs.

3. Acknowledging Problems

Running a business isn’t always smooth sailing. Sometimes customers face issues or have experiences that fall short of their expectations. It’s crucial to recognize these instances, accept shortcomings, and strive to do better. This email template is designed to acknowledge these problems gracefully, reinforcing your commitment to improvement and customer satisfaction.

4. Email with multiple call-to-actions

Every customer is unique, and the decision to leave often comes with different motivations. Therefore, it’s essential to provide departing customers with multiple options that cater to their varying needs and circumstances. This email template does just that, featuring several CTAs that give customers choices, increasing the likelihood of them finding a solution that convinces them to stay.

5. Confirming account deletion

Account deletion is a significant and often final step. It’s vital to respect this decision, provide clear confirmation, and express gratitude for the customer’s journey with your service. This cancellation confirmation email emphasizes all these aspects, making the customer feel valued and appreciated, even as they choose to leave.

6. Offering a Downgrade

A common reason for cancellation is cost. Offering a lower-cost alternative can often make the difference between losing a customer and retaining them. This email template demonstrates how you can provide this option effectively.

7. Confirmation with Reminder of Cancellation Policy

Transparency is a key factor in maintaining trust with your customers, especially when they decide to cancel their subscriptions. This template helps you communicate their cancellation confirmation clearly while simultaneously reminding them of your cancellation policy. This ensures no surprises for the customer, maintaining a positive relationship even as they leave.

8. Offering to Resolve Issues

Unresolved problems can often lead to customer churn. But what if you could resolve their issues before they leave? This email template offers a proactive approach to customer retention, by offering assistance to rectify problems, showing your dedication to their satisfaction and experience.

9. Offering Future Support

A goodbye doesn’t have to be forever. Leaving the door open for customers to return is a vital aspect of customer relationship management. This email template allows scope for re-engagement. It acknowledges their decision to cancel but reminds them that your team is always ready to assist should they choose to return in the future.

10. Offering a Discount

Offering a discount can be an effective follow-up strategy to retain customers who are considering cancellation. This template shows how you can provide a discount incentive to encourage them to continue their subscription.

11. Offering a Refund

When customers are due a refund, prompt, clear communication is key. This template helps you confirm their cancellation, inform them of their pending refund, and lay out the process, showing your commitment to transparency and customer service even during cancellations.

12. Giving a Free Month

Offering a free month can be an enticing reason for a customer to reconsider their cancellation. By giving them an additional month free of charge, they get more time to appreciate your service without any financial commitment. This template presents this offer in an appealing and considerate way.

13. Offering Trial Extension

It’s natural for customers to feel rushed during trial periods, and this pressure may cause them to cancel prematurely. By extending the trial period, you give customers the opportunity to explore your product or service more thoroughly, increasing the chances of them finding value and deciding to stay. This template provides a friendly and generous offer of a trial extension, which could help retain customers who just need a bit more time.

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Be empathetic and offer alternatives when appropriate, but above all, respect their decision. While it’s crucial to provide incentives for customers to stay, it’s equally important to ensure they leave with a positive impression of your company. After all, a well-handled cancellation can turn a departing customer into a returning customer or even an advocate for your brand.

Shobhana has been recognized as a 'Top Customer Support Voice' by LinkedIn. Her expertise lies in creating well-researched and actionable content for Customer Experience (CX) professionals. As an active member of popular CX communities such as CX Accelerator and Support Driven, she helps professionals evaluate tools for their support team and keeps a keen eye on emerging industry trends.

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