Learn why members leave
Collect member feedback at cancellation so you can improve benefits, pricing and retention over time.
Reasons
Custom list
Portal
Shown on cancel
Retention
Better insight
Built to reveal churn patterns.
Add reason options that appear when members cancel from the member portal.
Why cancellation feedback matters
You cannot improve retention if you do not know why members leave
Cancellation reasons turn a cancellation into useful feedback. Instead of guessing whether members left because of price, value, usage, benefits or timing, merchants can collect structured answers at the point of cancellation. Use that feedback inside a broader membership retention strategy.
Spot churn patterns
Identify common reasons members leave so retention work is based on real feedback.
Improve the offer
Use feedback to refine benefits, pricing, tier value and renewal messaging.
Reduce guesswork
Collect cancellation context directly from members instead of relying on assumptions.
Support better retention
Turn cancellation feedback into changes that make future members more likely to stay.
How it works
Create the reason list members see when cancelling
Merchants add cancellation reasons in Memberply. Those options appear when members cancel from the member portal, where members can select all reasons that apply and add an Other response.
Explore the member portalAdd custom reasons
Create reasons such as "Too expensive", "Not using the membership enough" or "Not satisfied with the benefits".
Show reasons at cancellation
The reason list appears when members cancel from their member portal.
Allow multiple answers
Members can select all cancellation reasons that apply instead of forcing one narrow answer.
Capture Other feedback
Members can add an Other reason when none of the configured options explain their situation.
Cancellation workflow
See how cancellation reasons connect settings and the member portal
The merchant controls the reason options, and members see those options when they cancel. This gives merchants a practical feedback loop for improving the membership.
Conversion value
A small setting that helps improve the whole membership program
This page does need more content because cancellation reasons are not just a settings feature. They are a retention learning loop that helps merchants improve the membership offer after real customer feedback.
Pricing feedback
If members often say the membership is too expensive, the offer or pricing may need clearer value.
Benefit feedback
If members are not satisfied with benefits, merchants can improve or reposition the value of each tier.
Usage feedback
If members are not using the membership enough, reminders, portal visibility and member emails may help.
Tier feedback
If members are switching tiers or finding the wrong fit, tier design and landing page copy can be improved.
Connected program
Use cancellation feedback with the rest of Memberply
Cancellation reasons become more useful when connected to other membership tools that help improve the offer, communicate value and make benefits visible.
Member portal
Where members manage cancellation
Give members a place to manage plans, benefits and cancellation.
Member emails
Improve lifecycle communication
Use welcome, renewal and event emails to keep members engaged.
Member benefits
Improve the value members receive
Add discounts, store credit, rewards, events and exclusive access.
Membership tiers
Adjust the plans customers join
Use feedback to refine monthly, yearly, free or one-time tiers.
Merchant proof
Built for stores that want membership revenue without heavy setup
Reviews help merchants trust that Memberply can support the practical parts of running and improving a membership program.
"The app is great and does exactly what i need it to. It is well priced and Doug is so great."
Olverum Official Store
United Kingdom
"Works with Shopify's native store credit and checkout. Their pricing is fair, and their support is legendary."
Puzzery
Canada
"Our store is based in Argentina so we don't have access to Shopify Payments... Memberply solved it."
Elemental Outfit
Argentina
Cancellation reasons FAQ
Questions merchants ask before collecting cancellation feedback
Where do cancellation reasons appear?
They appear when members cancel their membership from the member portal.
Can I add my own reasons?
Yes. Merchants can add custom cancellation reasons that match their membership program.
Can members choose multiple reasons?
Yes. Members can select all reasons that apply and can add an Other response.
How does this improve retention?
It helps merchants spot common churn reasons and make better decisions about benefits, pricing and communication.
Ready to learn why members leave?
Install Memberply and start with a 14-day free trial.