Churn 3 min read

How to Find Out Why Customers Canceled in Stripe

Discover cancellation reasons if you've enabled feedback collection in Stripe Customer Portal.

🔒 Read-only access ⚡ Works in 2 minutes ✅ Free to start

📋 Manual: ~10 min vs ⚡ Coby: ~3 seconds

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The Manual Way ~10 min

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Or just ask Coby ~3 sec

1

Enable Cancellation Reasons

Settings → Customer Portal → Enable cancellation feedback.

2

Go to Subscriptions

Navigate to a canceled subscription.

3

Check Metadata

Look for cancellation_reason in the subscription metadata.

4

Review Portal Responses

If enabled, customers leave feedback during cancellation.

5

Export and Categorize

Download data and categorize reasons in a spreadsheet.

6

Identify Patterns

Look for common themes to inform retention strategy.

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Total time per check

~10 min

Stripe Documentation

Cancellation Reasons →

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Team Coby

Online — watching your Stripe

Why did customers cancel last month?

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Cancellation Reasons (Last Month):

💰 Too expensive38%

🔄 Switched provider24%

😕 Not using enough19%

💳 Payment issues19%

⚡ Answered in 2.3 seconds

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