Stripe cancellation survey: collect reasons, then make a retention offer

Stripe cancellation survey: what the customer portal does

Stripe's customer portal can run a cancellation survey: customers cancel in the portal, the portal collects a reason and it can show a retention coupon. Reason capture is on by default and retention coupons are off by default. To set it up:

1. On the customer portal configuration page, click Activate link in the Ways to get started section, then share the link. Stripe also adds it to customer emails.
2. Allow cancellations, either immediately or at the end of the billing period.
3. Keep reason collection on, and add a retention coupon if you want one.

The portal collects the reason after the customer cancels, and customers can still renew until the billing period ends.

Stripe cancellation reasons: fixed options or your own

Stripe's cancellation docs list eight reasons and let you choose which ones customers see: too expensive, need more features, found an alternative, no longer need it, customer service, ease of use, quality and other reason. A customer who picks other reason can add free text. Read the answers on the subscription details page under Billing, Subscriptions, in Sigma, or from the subscription.updated webhook.

Baremetrics says Stripe's portal collects a reason from "8 fixed options (not customizable)". Its Cancellation Insights lets you add and re-order reasons any way you like, and its widget can require a reason before the cancellation goes through, a setting that is off by default.

Retention offers at the cancel button

Stripe's retention coupon is shown in the portal before the cancellation goes through. In Settings, open the customer portal, expand Cancellations and pick a coupon under Retention Coupon; the coupon can be built inline.

Cancellation Insights shows a discount by cancellation reason, applied as a Stripe coupon, and Discount is its only offer type. It needs the Baremetrics Stripe app with its permissions, and it cannot reuse a Stripe coupon you already have: discounts are made on its offer page. The customer can accept, keep canceling or close the widget.

Churnkey says its Cancel Flows offer targeted offers, plan pauses and plan switches, and can be shared as a hosted link with no embed. Churn Buster says its Cancel Flows include a one-click cancel option on the first step, with save offers still shown, for click-to-cancel requirements. This is not legal advice.

Follow-up emails by cancellation reason

Cancellation Insights has three optional parts: an email one hour after cancellation that asks for the reason, the in-app form, and follow-up emails by reason. The email matters for customers your own team cancels, who never see the widget. The follow-up emails go to every cancellation, not only those with a reason, and Baremetrics' guide says they cannot be limited to certain cancellations. Teams that want to skip some embed only the form.

Stripe's no-code Automations include a recipe that emails a cancellation confirmation, with an optional reason survey.

Which cancel-flow tool to add

Baremetrics Cancellation Insights, a $129 monthly add-on, collects reasons through an in-app widget or an email an hour after cancellation and can show a Stripe coupon discount by reason, as read on October 23, 2026. Baremetrics' sign-up page offers a 14 day free trial of its analytics, and its pages say nothing about a trial of Cancellation Insights itself. What is Baremetrics covers the rest of the product.

Churnkey's Starter plan is $250 a month billed yearly, or $300 billed monthly, for teams with less than $5K a month in churn volume, which is the monthly revenue lost to churn. Stripe's portal alone covers a business that needs only a reason and one coupon. Baremetrics vs Churnkey and Baremetrics vs Churn Buster compare the cancel-flow tools.