Cancellations
The Cancellations section of the product’s Dashboard tells how many of the licenses sold with a money back guarantee were canceled, when, and the reasons customers gave. It’s the feedback of the customers who leave: what makes them ask for their money back.
Which licenses count
The section only counts the licenses with a money back guarantee: the ones with a Money back until date, set from their policy when they were created, or by editing them. It appears, below the revenue and subscriptions, once at least one license of the product has one.
A license canceled without a money back guarantee, like one you canceled after a refund made in Stripe, is left out of the section. It still leaves the revenue and the usage stats.
Subscription licenses have no money back guarantee, so they’re never counted here: subscriptions that end are counted in the churn of the Subscriptions section instead.
The stat tiles
| Tile | What it counts |
|---|---|
| Cancellation rate | Share of the licenses with a money back guarantee that were canceled, with their numbers, like 4 of 80 licenses with a money back guarantee canceled. |
| Still cancellable | Licenses whose money back guarantee hasn’t ended, and that weren’t canceled: they can still be. |
Click Cancellation rate to list the canceled licenses.
Reading the rate. The rate counts every license with a guarantee, including the ones that can still be canceled. Right after you add a guarantee, or after a busy month of sales, many licenses are Still cancellable, and the rate may rise as their guarantees run. Compare it once most of them have ended.
The chart
Canceled licenses shows the number of licenses canceled each month over the last 12 months, or each day over the last 30 days: switch with the Monthly / Daily selector. Licenses count on the day they were canceled, not the day they were sold.
Hover a bar to see its number.
Cancellation reasons
The number of cancellations for each reason, from the most given one:
| Reason | What the customer picked |
|---|---|
too_expensive | Too expensive |
missing_features | Missing features I need |
not_working | Doesn’t work as expected |
switched | Found an alternative |
unused | No longer needed |
other | Other |
Reasons nobody gave are left out. The comments customers add aren’t in the stats: read them on each license, in the cancellation emails sent to the owners and admins, or in the license.canceled events.
Through the API
The product’s stats, GET /v1/products/{id}/stats, hold the section’s figures in cancellation: licenseCount, canceledLicenseCount, cancellableLicenseCount, rate, canceledByDay, canceledByMonth and byReason. It’s null when no license of the product has a money back guarantee.
Edge cases
Licenses you cancel count like the ones customers cancel, with the reason you picked: pick the customer’s reason when they asked you by email.
A money back guarantee added to a license later, by editing it, makes it count from then on. Clearing it removes it from the section, even when it was canceled.
A canceled license deleted leaves the stats: its cancellation isn’t counted anymore.
Test products. A test product has its own stats: test cancellations never appear in the live product’s dashboard.