Cancellation Insights

Cancellation Insights intercepts the cancellation moment so you can act on it, Stripe's survey only records it.

Stripe's native cancellation survey captures a reason but stops there. Cancellation Insights connects that reason to a real-time action: you can present a retention offer (like an automatic discount), and trigger a post-cancellation email tailored to the specific reason, all without manual follow-up.

The result is a closed loop: collect reason → act on it in the moment → follow up automatically if the customer still churns.

Yes, the widget has a setting to make a reason selection mandatory before the cancellation is processed. It's a toggle in the widget configuration, not the default behavior.

When configuring the in-app widget (Step 4 of setup), you can choose whether selecting a reason is required before the customer can proceed with cancellation. If you leave it optional, customers can still skip past the reason picker.

Either way, every reason selected feeds into your Cancellation Insights dashboard as a percentage breakdown, so over time you build a clear picture of why customers are leaving. You can also customize the reasons themselves to match your product and user language.

When a customer selects a matching cancellation reason, a targeted discount appears in the widget before the cancellation goes through. If they accept, the Stripe coupon is applied automatically and the cancellation is stopped.

You configure an offer per cancellation reason, for example, a 20% discount for customers who say "it's too expensive." When that reason is selected, the offer appears inline in the widget. The customer has three options:

• Accept the offer & stay subscribed — the Stripe coupon is applied instantly. The cancellation does not proceed.
• No thanks, continue cancelling — the cancellation proceeds as normal. This offer will never be shown to them again.
• Never mind, I don't want to cancel — the widget closes. No cancellation, no offer applied.

No manual work or follow-up needed, the coupon creation and subscription update happen automatically via the Baremetrics Stripe app. You'll need the latest version of the app installed before configuring your first offer.

Yes. Cancellation Insights includes two layers of post-cancellation email: a reason-collection email sent 1 hour after cancellation, and reason-specific follow-up emails you can send instantly or on a time delay.

Layer 1 — Reason email (1 hour after cancellation)

Sends automatically 1 hour after cancellation and asks the customer why they canceled. This is especially useful when a customer was manually canceled by your team and never saw the in-app widget.

Layer 2 — Follow-up campaign (per cancellation reason)

Each cancellation reason gets its own email template. You can send it instantly or on a delay: for example, offer a win-back coupon 20 days after a price-related cancellation.

⚠️ Note: These emails are triggered by subscription cancellations in your payment provider: they fire on all cancellations, not just ones where a reason was captured. If you have internal or admin cancellations you don't want to trigger customer outreach, Baremetrics recommends only embedding the in-app widget and not enabling the email layer for those use cases.

Cancellation Insights is a churn prevention tool. Churn prediction lives in Baremetrics Forecast+.

Cancellation Insights activates when a customer is already in the process of leaving: it gives you a real-time intervention point (retention offers) and structured reason data to act on afterward.

The reason data it collects also feeds pattern recognition over time: you can spot when "too expensive" spikes after a pricing change, or when technical issues cluster around a specific plan tier. That's qualitative signal you can bring into a broader retention strategy.

For quantitative churn prediction, modeling which customers are statistically likely to cancel before they act, that's handled by Baremetrics Forecast+, which is included in the core Metrics product.