> ## 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.

# Cancelled

> Every cancellation request, the Cancellation survey that asks why, and the reasons adding up.

**Churn & retention → Cancelled** lists every cancellation request in the last 7, 30 or 90 days. 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.

At the top right is the email these customers get, **Cancellation survey**, with how it's set to send. **Edit in Setup** opens it in [Setup › Emails](https://docs.onemrr.dev/churn/emails.md#cancellation-survey). Switch between **Customers**, the list of cancellations, and **Results**, what the survey heard back.

## The cancellations

**Cancellations** lists every cancellation, newest first, with its source, MRR, when it was requested, when access ends, the survey email and the answer. Filter by period and source; **Export CSV** downloads the list.

The [email status bar](https://docs.onemrr.dev/churn/emails.md#where-each-email-stands) above the list counts the cancellations by where their survey email stands (**Needs review**, **Upcoming**, **Sent**, **Responded**, **Not sent**, **Failed**). Select one to show only those. **Responded** means the customer answered the survey.

Select a cancellation 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/r0eSCeyIYQOzU0L6/images/churn/cancellation-drawer.png?fit=max\&auto=format\&n=r0eSCeyIYQOzU0L6\&q=85\&s=03cd68d7dae0320b6cfeb91dc7a7bd24)

## Read the feedback

Select **Results**. Across the top: cancellation requests, churned MRR, survey emails sent and answers. **Email performance** 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/OAlsyHDiPy5rNCke/images/churn/why-leave.png?fit=max\&auto=format\&n=OAlsyHDiPy5rNCke\&q=85\&s=079c3727c16c692298cdb1d17a5b25f1)

**Not emailed, and why** gives the reason for every cancellation that wasn't emailed. Below that are the survey email's own results against a holdout group. See [Results](https://docs.onemrr.dev/churn/results.md).

## Set up the survey

Go to **Churn & retention → Setup → Emails**, and select **Set up** (or **Edit**) on **Cancellation survey**, then **Edit email**. The steps across the top show what's left: **Brand**, **Survey**, **Email**, **Delivery**, **Send test**, **Enable**.

![The Cancellation survey email, with the setup steps outlined](https://mintcdn.com/one-mrr/OAlsyHDiPy5rNCke/images/churn/survey-stepper.png?fit=max\&auto=format\&n=OAlsyHDiPy5rNCke\&q=85\&s=e156c9253e27834c79ef4d0ccebf31a6)

* **Brand**: your product name, logo, color and sender name, and the reply-to address, under **Setup → Brand and sender**. See [Branding and sending](https://docs.onemrr.dev/churn/branding.md).
* **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**. Then turn on sending under [Cancellation survey](https://docs.onemrr.dev/churn/emails.md#cancellation-survey) in Setup › Emails.

## 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. |

## 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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