WooCommerce Subscriptions does not record why customers cancel. The Cancellations tab closes that gap in two optional steps: ask the question, then group the answers into themes.
Step 1 — Turn on cancellation feedback
- Go to WooCommerce → Settings → Subscription Analytics.
- In the Cancellation feedback card, tick Show an optional question on the account page after a customer cancels.
- Save changes.
This is the only setting in the plugin that changes something your customers see. The question appears after the cancellation has gone through, never before, so it can never delay or block cancelling, and customers can dismiss it.
Answers are stored against the subscription, so you can read them individually on the subscription screen at any time. The settings card shows a running Collected so far count.
Step 2 — Group the answers
Reading a hundred free-text answers one at a time is not a report. The second setting, Group answers with AI, sends the collected answers to your configured AI provider to be clustered into themes with a count each.
- Set up an AI provider first — see AI Features → Setting Up AI.
- In the Cancellation feedback card, tick Send collected answers to your AI provider to group them into themes.
- Open the Cancellations tab and click Group answers.
Use Regroup later to refresh the themes once more answers have come in.
What you will see on the tab
| State | What it means |
|---|---|
| Setup needed | Cancellation feedback is off. The tab explains why there is nothing to group and links straight to the setting. |
| Collecting feedback | Feedback is on but fewer than 10 answers have been gathered. A progress bar shows how far along you are. |
| Ready to group | Enough answers are in. Click Group answers to see the themes. |
| Themes | Each theme with the number of answers behind it, ordered by frequency. |
Privacy
This is the one place in the plugin where customer-written text can leave your store, so it has its own separate setting and its own safeguards. Before anything is sent, each answer is:
- stripped of email addresses,
- stripped of web links,
- stripped of any run of seven or more digits (phone numbers, card numbers, account references),
- and truncated to 500 characters.
No subscription IDs, customer IDs, names or dates accompany the text.