Cancellation E-mail Examples I Love (For Your Inspiration)

The very best-case situation is {that a} cancellation e-mail turns a churned subscriber right into a retained buyer.

However that’s not all of the cancellation e-mail can do.

Lately, I canceled a subscription. The reality was, I wasn’t totally happy with the corporate, and another person might do the identical factor for a similar cash. I left.

Inside hours, I obtained a really well mannered e-mail from customer support, which made me really feel valued. They provided a reduction, and I felt they have been very understanding. I admit it wasn’t sufficient to encourage me to enroll once more, however it did permit the subscriber/software program “relationship” to finish nicely. The cancellation e-mail was sufficient to curb my dissatisfaction, and now my narrative concerning the firm is optimistic; I’d even advocate them to a pal!

Whereas this cancellation e-mail hadn’t fairly wooed me again, it actually left the door extensive open for the longer term. It made me respect the facility of a superb e-mail when the chips are down.

On this article, we’ll discover the elements of well-done cancellation emails — plus share a template so that you can create one in every of your individual.

Desk of Contents

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Zero Bounce has a staged course of in terms of cancellation emails. Zach Nonnemacher, E-mail Strategist at ZeroBounce, explains the movement.

• The particular person goes to cancel within the dashboard. A modal pops up asking for suggestions and offers them a reduction supply to remain.
• In the event that they settle for, ZeroBounce sends a affirmation e-mail displaying what they accepted.
• In the event that they reject, ZeroBounce sends a follow-up based mostly on that.
• Then, in the event that they did not settle for the primary follow-up supply, ZeroBounce sends a second e-mail later to those that rejected.

The emails have an open charge between 34% and 51%.

It’s value noting that earlier than Zero Bounce sends their first e-mail, they’re gathering necessary data by way of a suggestions pop-up. Additionally they incentivize the consumer to return with a reduction.

What I favored about it: I like how Zero Bounce has a movement of emails that considers the place the consumer is predicated on how they responded to the primary e-mail. I additionally actually like that Zero Bounce is asking for consumer suggestions. This data gives insights explaining churn to allow them to work to cut back this sooner or later by way of advertising messaging or alterations to their providing.

2. Niceboard

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Like Zero Bounce, Niceboard has a cancellation e-mail movement. Noticeboard sends two emails.

Hanna Feltges, Progress Marketer at Niceboard, defined the position of every e-mail to me.

E-mail one (above) is shipped to clients a day earlier than their plan is canceled.

Feltges believes the weather that make this e-mail profitable for Niceboard embrace:

• Stating the options that customers would lose entry to when not upgrading. This helps recall why the consumer selected Niceboard within the first place.
• The timing of the e-mail is in the future earlier than cancellation, giving the consumer a heads-up to take motion.
• The framing of “persevering with to have entry to those options” makes the recipient take motion and reduces friction.
• Providing a easy technique to contact Niceboard (reply to the e-mail).

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E-mail two is shipped to clients the day their plan is canceled. E-mail two is efficient as a result of it

• Gives a straightforward technique to get again to utilizing the device (“all of your work has been saved”).
• Takes a proactive step to cut back friction for upgrading (“3 methods to sweeten the deal”): Recommendations on methods to enhance their expertise and the power to change to a free plan.
• Provides a straightforward technique to unsubscribe. Whereas this might sound too simple, we consciously determined to counsel this to disqualify anybody not genuinely fascinated by our product.

What I favored about it: An e-mail movement serves as a form reminder to your canceling subscriber. We’re all busy, and the temptation of a “sweeter” deal may simply be sufficient to deliver somebody again. I just like the second e-mail and the way there are numerous choices for the consumer to select from. They’ll decide up suggestions, keep on as a free consumer, or unsubscribe.

As Feltges defined, the unsubscribe may be very apparent on this e-mail, however Niceboard is glad to lose disqualified e-mail leads. I believe this builds a little bit of belief, too. I’d favor an organization that merely served me (even when I unsubscribe) fairly than entice me in additional emails.

3. RecurPost

Debbie Moran, advertising supervisor at RecurPost, supplied an instance of their e-mail cancellation.

Moran stated, “I personally interact with clients canceling their subscriptions as part of our buyer retention technique. By way of this, I purpose to know their causes, collect suggestions, and discover options to handle their considerations.”

Because of Moran’s private e-mail, she was in a position to flip this nearly-churned buyer again right into a subscriber. Moran stated, “I spotted that the client’s challenge was budget-related, not dissatisfaction with RecurPost. By way of open communication and help from our gross sales help staff, we custom-made a budget-friendly plan for her, making her a cheerful and retained buyer.”

Moran believes there are 5 key the reason why the client stayed:

• Custom-made budget-friendly plan.
• Open communication.
• Responsive buyer help.
• Flexibility and adaptableness.
• Constructive buyer expertise.

Lastly, Moran stated, “By way of these emails, my foremost aim is to show cancellations into alternatives for enchancment and continued buyer satisfaction.”

What I favored about it: It’s cliche, however individuals do enterprise with individuals. On this interplay, Moran was in a position to flip a churned subscriber right into a retained subscriber. Wanting on the e-mail, the communication, responsive help, and every part else, it’s very clear to me how RecurPost saved their buyer.

4. Linktree

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That is the cancellation e-mail I obtained just some days in the past, and it’s fairly efficient. I signed up for Linktree as a result of I wished to offer it a take a look at for 30 days, freed from cost. I’m infamous for forgetting to cancel subscriptions, so I selected to cancel this instantly to benefit from the 30 days with no potential undesirable invoice.

I wished to check the software program after which decide about whether or not or to not keep it up and pay. For somebody on this scenario, this e-mail is nice. It reinforces the professional options, helps the device with social proof within the type of opinions, and permits me to resume from the e-mail simply.

What you don’t see on this e-mail is the cancellation course of. Earlier than I even obtained an e-mail, Linktree provided me 25% off; truthfully, it was tempting.

What I like: It is a clear and well-designed e-mail. I genuinely did learn the opinions as a result of though I’ve presently canceled my subscription, I’m very a lot within the explorative part with this new software program. The renew button within the e-mail offers me a straightforward place to return to if/when I’m able to commit.

5. Disney

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In case you’ve canceled a Disney subscription, you’ll obtain an e-mail just like the one above. It’s fairly to the purpose however does every part it must. Disney expresses its unhappiness to see you go, confirms the small print (cancellation date), and serves as a reminder that you would be able to restart anytime.

The e-mail contains the “restart subscription” button to take away friction. Earlier than canceling my Linktree subscription, I’d’ve questioned why Disney and others added a “restart” CTA, but when somebody’s subscription is coming to an finish with out their understanding, the frictionless renewal/restart can be a lot appreciated.

What I favored about it: I favored how Disney suggested clients on what to do if additionally they had The Disney Bundle. I discovered this very clear. Disney might simply permit unknown subscriptions to depart their clients’ banks, however they did the best factor.

Customers respect actions corresponding to this, however additionally they save customer support quite a lot of time with a) disgruntled clients and b) refund requests. A very good transfer throughout.

6. Twitch Turbo

Twitch Turbo removes advertisements so you’ll be able to get pleasure from your viewing! Their cancellation e-mail may be very easy and to the purpose. They’re supplying you with all the data and never making any grand gestures, corresponding to reductions or incentives to deliver you again.

What I favored about it: This may very well be barely contradictory to my earlier feedback, however I like its simplicity. I respect not being pulled again in with a proposal. Nonetheless, I’d encourage cancellation emails to incorporate a proposal the place doable.

7. Kmart

A cancellation of products requires an e-mail so the client is aware of their cancellation was profitable.

This instance from Kmart confirms the refund request has been famous. They’ve shared the objects throughout the e-mail so the recipient has a reference. On this case, the consumer triggered the cancellation, however for circumstances the place it was not, Kmart provided the why behind the cancellation. They’ve additionally obtained fast entry to speak or assist, which is nice customer support.

What I favored about it: One factor that stands out to me on this e-mail is the affirmation of cancellation, adopted by reassurance that the refund affirmation e-mail is on its manner. This e-mail ensures that the recipient has extra solutions than questions and is within the learn about what’s happening.

8. Reserving.com

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Cancellations on Reserving.com are usually not at all times simple as reserving.com is the third social gathering between the client and the property.

Like Kmart (above), Reserving.com has finished a superb job reassuring the recipient about what’s taking place. This straightforward e-mail contains an replace: Reserving.com is discovering an answer relating to cancellation with the property.

Naturally, reserving.com has protected itself and given the recipient all the data, together with a reminder concerning the property phrases.

What I favored about it: Though the matter is in hand and Reserving.com is negotiating with the property, I like that they gave the recipient full management over every part by offering contact particulars.

9. Cathay Pacific

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This cancellation e-mail was despatched throughout a busy time for Cathay Pacific. As you’ll be able to see within the e-mail, they’ve obtained a big enhance in refund requests and have clarified to the client that they’re doing every part they’ll. Plus, they’re additionally managing expectations with a time interval of seven to twenty enterprise days.

Moreover, Cathay Pacific has already apologized for potential delays. Their customer support all through this e-mail is nice.

What I favored about it: The e-mail is well mannered and to the purpose, however Cathay Pacific has finished every part it must appease and serve its clients.

10. Craft Gin Membership

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I joined and canceled a Craft Gin membership a while in the past. This cancellation e-mail adopted, and I appreciated it.

A plain textual content e-mail from Amy felt real. It was extra like a communication along with her than an ordinary cancellation e-mail that everybody would obtain. Although I do know everybody would obtain this, the e-mail didn’t lose its appeal.

The e-mail provided all of the frequent components of a cancellation e-mail: Amy tells me she’s sorry I’m leaving, leaves the door open for me to return, and tells me what I’m dropping by canceling.

Lastly, Amy requested if I might fill out the suggestions kind.

What I favored about it: The suggestions kind is in daring textual content. Craft Gin is fascinated by understanding the why behind individuals leaving. I extremely advocate including this to cancellation emails or throughout the cancellation journey. Typically, a cancellation is finished with a heavy coronary heart, and the consumer may respect a second to inform you what’s up.

Plus, if why they canceled, you’ve obtained one other likelihood to deliver them again, or if not, you’ll be able to enhance issues for the subsequent particular person.

11. LastPass

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This LastPass cancellation e-mail is a superb instance of somebody reluctantly canceling with an organization and the significance of the suggestions layer.

I ended a two-year partnership with LastPass days after my subscription was renewed.

LastPass graciously refunded the annual subscription value and despatched the e-mail above. I discovered it extremely efficient. As a substitute of begging me again, LastPass acknowledged me as a buyer, requested why I used to be leaving, and provided a 15% low cost. The supply of a reduction felt like a refined try, which I appreciated.

I did give LastPass my time to clarify why I used to be leaving, they usually did supply some reassurances. I appreciated LastPass asking concerning the motive for my cancellation.

Whereas I didn’t renew with LastPass, I do be ok with how I used to be handled as a buyer, and who is aware of, possibly I’ll return someday.

What I favored about it: The politeness of the e-mail alongside the supply made it laborious to depart LastPass. I used to be tempted again! Though I didn’t return this time, it turned me from a categoric “I’d by no means use LastPass once more” to a “who is aware of, possibly I’ll return sooner or later.”

12. Washington Submit

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LastPass and Craft Gin are usually not the one corporations utilizing a plain textual content e-mail for his or her cancellation.

Washington Submit’s plain textual content e-mail persuaded Sandra Grauschopf, Advertising and marketing Supervisor at Kodeco, to stay a subscriber.

Grauschop stated, “It is not a unbelievable e-mail, however the supply was good to make the worth (to me) definitely worth the cash. It satisfied me to proceed as a subscriber.”

I can see why. The e-mail comes throughout as despatched straight from an individual on the Washington Submit. It is well mannered and to the purpose. The Washington Submit managed to forestall Grauschopf from churning by providing a reduction extra in step with her finances.

What I favored about it: Emails like this show that even a plain textual content e-mail is impactful if the wording or supply is sweet sufficient. For me, it deviates considerably from the notion that individuals don’t learn or must be persuaded by over-engineered designs to remain . When you’ve got one thing of substance, plain textual content can work.

13. Adobe

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I canceled a subscription with the Adobe Acrobat staff, and that is the e-mail I obtained.

Like all good cancellation emails, Adobe has finished the necessities and supplied an choice to reactivate the subscription. The e-mail is easy and to the purpose, however it will get the job finished.

What I favored about it: Adobe signed off with “Thanks for being a valued buyer.” Whilst a buyer leaves a paid plan, the e-mail sign-off is well mannered.

14. pdfFiller

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Alpana Chand shared a cancellation e-mail from PDF Filler. Chand stated, “I appreciated the tone of this e-mail; I did write to them thanking them and saying I’ll use the paid service every time mandatory.”

The cancellation e-mail from PDF Filler was so nicely written that it triggered a reply from Chand, who was unsubscribing. That is tremendously efficient.

Though PDF Filler didn’t flip a churned subscriber right into a retained one, they did climate the cancellation nicely. They ended up with a optimistic interplay as a substitute of a adverse.

What I favored about it: I agree with Chand; the e-mail was well mannered and useful. The tone is nice. They’ve additionally included a timeline of when the fee ought to return to Chand’s account.

15. Audible

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I canceled my Audible subscription and obtained the e-mail above. The e-mail is mostly very helpful, informing me I’ve entry till July. There’s a little bit warning about credit expiring, which might encourage me to obtain something I want earlier than the deadline.

Like many emails listed, Audible contains the choice to maintain my membership.

What I favored about it: The e-mail, usually, is nice, however I particularly like how simple it’s to get in contact if there’s a difficulty. With this specific cancellation, there was some confusion, and I used the Contact Us choice to resolve a final question earlier than I subscribed for the 12 months.