Stripe

Cancellation feedback

Learn why someone leaves, without making cancellation harder.

Adapted from Stripe’s cancellation feedback.

Source and adaptation

Stripe documents eight cancellation reasons and an optional explanation for Other. Fillo keeps that structure, rewrites the labels, and makes the whole survey optional.

Add a cancellation page to the customer portalStripe Docs · Reviewed 2026-09-11

Leaving Acme

Sharing feedback is optional and will not change your cancellation.

What’s the main reason you’re leaving? (optional)

The price does not work for meIt is missing something I needI’m moving to another productMy needs have changedI was disappointed with the supportI found it difficult to useIt did not work well enoughSomething else

1 question in this step.

Example context. Preview only. Nothing is submitted.

When to sendAfter cancellation has been confirmed. This form does not cancel a subscription.

01
Leaving your product
Keep the exit short. Only an unlisted reason opens a text field, and neither answer is required.
See the questions
What’s the main reason you’re leaving?
One main reason makes recurring issues easier to spot. Leaving it blank is allowed.
What made you decide to leave?
An optional explanation appears when the listed reasons do not fit.

Using the answers

Look for patterns among people who respond. These answers explain reported reasons, not the causes of all churn.

When to choose another form

Making feedback a condition of cancellation, or treating a reason as permission to send a retention offer.

Before you publish

Confirm cancellation before showing this optional survey. Do not use its submission as the cancellation action.

Associate the response with the cancellation event where appropriate. Do not treat feedback as permission for a retention campaign.

All forms

Stripe

Cancellation feedback

Learn why someone leaves, without making cancellation harder.

Adapted from Stripe’s cancellation feedback.

Source and adaptation

Stripe documents eight cancellation reasons and an optional explanation for Other. Fillo keeps that structure, rewrites the labels, and makes the whole survey optional.

Add a cancellation page to the customer portalStripe Docs · Reviewed 2026-09-11

Leaving Acme

Sharing feedback is optional and will not change your cancellation.

What’s the main reason you’re leaving? (optional)

1 question in this step.

Example context. Preview only. Nothing is submitted.

When to sendAfter cancellation has been confirmed. This form does not cancel a subscription.

01
Leaving your product
Keep the exit short. Only an unlisted reason opens a text field, and neither answer is required.
See the questions
What’s the main reason you’re leaving?
One main reason makes recurring issues easier to spot. Leaving it blank is allowed.
What made you decide to leave?
An optional explanation appears when the listed reasons do not fit.

Using the answers

Look for patterns among people who respond. These answers explain reported reasons, not the causes of all churn.

When to choose another form

Making feedback a condition of cancellation, or treating a reason as permission to send a retention offer.

Before you publish

Confirm cancellation before showing this optional survey. Do not use its submission as the cancellation action.

Associate the response with the cancellation event where appropriate. Do not treat feedback as permission for a retention campaign.

Leaving your product

When to choose another form

Leaving your product

When to choose another form