Understanding Cancellation Flows
The creation of a cancellation flow can be something simple or very complex, it will depend mainly on the guidelines adopted by your company, the product or service you are dealing with and the level of openness you have to suggest alternatives that can make this a quieter process for the user and minimize losses to the maximum for the company. Understanding the scenario and the possibilities within which it is possible to work, it is easier to trace the profile of the client, to trace the possible ways and to find viable solutions that are interesting for both parts.
Let the user find the cancellation option
First of all, it is important that the user can find this option within the site or application. It is obvious that hierarchically this should not be prioritized, but it has to be something easy to find, after all, if you can’t find it, it doesn’t mean you will give up the cancellation, it just means that:
Call customer service
You will complain on social networks, app stores or other channels, generating a bad impression about your brand;
You won’t be honest with him, and that’s unfair, to say the least.
So, the main thing is that you give him this option and let him find it. You have to understand this: if someone wants to cancel a product, they will find a way to do it. The question is to figure out how to keep it, but this you will try to resolve later in the process.
.Understanding the reason
Several factors can influence the decision to cancel: quality, a higher price, cost reduction, the choice of another company that offers the same thing with a better cost-benefit, among others.
It is essential to understand what your user’s motivations are when making this decision, not only to think about a strategy and try to change your mind, but also to observe where your company is going wrong.
Therefore, ask for the reason for the cancellation and ask for an evaluation of the product. You can preset the most obvious answers, but it’s also good to leave a field open for the user to talk more about their experience and better detail the problem.
It may be redundant to say this, but try to simplify the text as much as possible throughout this flow. The journey to the end of this task will not be so easy and will certainly generate some discomfort, so think of a friendly and objective text.