> ## Documentation Index
> Fetch the complete documentation index at: https://docs.onemrr.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancellation feedback

> Ask customers why they cancelled, and see the reasons add up.

When a customer cancels, OneMRR can email them a one-question survey: what was the main reason? Answers are grouped so you can see why customers leave.

## Set up the survey

Go to **Churn & retention → Settings → Cancellation survey**. The steps across the top show what's left: **Brand**, **Survey**, **Email**, **Delivery**, **Send test**, **Enable**.

![The cancellation survey settings, with the setup steps outlined](https://mintcdn.com/one-mrr/q05aXT_0moaoPNhC/images/churn/survey-stepper.png?fit=max\&auto=format\&n=q05aXT_0moaoPNhC\&q=85\&s=ceb2464c14ade48d3d6028308a216055)

* **Branding**: your product name, logo, color, sender name, support email and postal address, and the reply-to address. Select **Save and confirm**, then confirm the address from the email you receive.
* **Survey**: the title, the question, and 3 to 8 answers. Give each answer a reporting category: pricing, missing features, technical issues, low usage, switched to a competitor, or other. You can add an optional comment box.
* **Email**: the email that carries the survey link.

The preview shows desktop and mobile. Send yourself a test, then select **Publish**. Turn on sending under [Automations](https://docs.onemrr.dev/churn/automations.md#cancellation-feedback-email).

## Who gets the survey

| Platform | How it's sent |
| - | - |
| Stripe | Emailed automatically. Stripe confirms the cancellation and has the customer's email. |
| Shopify | Emailed once your app sends customer emails through the API's customer endpoint. |
| Wix | Wix cancellations are estimated, so copy the survey link from the cancellation and send it yourself. |

## Read the feedback

**Churn & retention → Cancellation feedback** shows the last 7, 30 or 90 days: cancellation requests, churned MRR, emails sent and answers. The funnel follows each email from sent to answered.

**Why customers leave** adds up the answers by reason.

![Why customers leave, outlined](https://mintcdn.com/one-mrr/q05aXT_0moaoPNhC/images/churn/why-leave.png?fit=max\&auto=format\&n=q05aXT_0moaoPNhC\&q=85\&s=6caeea6ebc0784b39a906f7293afc1d8)

Below, **Cancellations** lists every cancellation with its answer. Select one for its timeline and email activity. From there, select **Email the survey now**, or **Copy survey link** to send it yourself. A link works once and expires in 30 days.

![A cancellation's details with Copy survey link outlined](https://mintcdn.com/one-mrr/q05aXT_0moaoPNhC/images/churn/cancellation-drawer.png?fit=max\&auto=format\&n=q05aXT_0moaoPNhC\&q=85\&s=ec823034a4cbfdcd2e106d19c7939f6a)

## What customers see

The survey opens in the browser with your branding. Customers pick a reason, add a comment if they like, and submit.

![The survey on a phone, with the answers outlined](https://mintcdn.com/one-mrr/q05aXT_0moaoPNhC/images/churn/survey-mobile.png?fit=max\&auto=format\&n=q05aXT_0moaoPNhC\&q=85\&s=b8f9b78bc44918ba7dd61c03df0b22c2)


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