Customer Support · Beginner
Cancellation Reply
Let someone leave cleanly and learn why
When to use it
Replies to cancellation requests. Use it when you want people to leave on good terms, and to learn why without a survey.
A customer wants to cancel {{product}}. Their message: {{customer_message}} Rules: - Confirm the cancellation in the first sentence, with the effective date and what happens to their data - Exactly one question about why — optional to answer, no form - One offer at most, only if it plainly matches their stated reason. No retention gauntlet. - Say how to come back, in one line - Under 90 words
Try it: fill the variables
Example
Inputs
- {{product}} Product or service name
- the Pro plan
- {{customer_message}} What the customer wrote
- Please cancel my subscription. We're a small team and honestly we just don't use it enough to justify the cost.
Output
Done: your Pro plan is cancelled and ends on 31 October. Until then everything works as usual; after that your account moves to the free plan and all your data stays. One question, only if you feel like answering: was there something you expected to use more that didn't fit your team? Since cost was the reason: the free plan covers up to three people, which may already be enough for you. If you want Pro back later, you can switch on Settings → Billing in a minute.
Why it works
Confirming the cancellation, its date and what happens to the data first removes the fear that leaving will be hard. One optional question gets more honest answers than a form, and allowing at most one matching offer avoids the retention gauntlet that makes people never come back.
More from this pack
- Reply to a TicketA straight answer to a support message, no service-desk theatre
- Say No Without Losing the CustomerRefuse a request clearly and offer the nearest real thing
- Apology for a Real FailureOwn a mistake without corporate fog
- Bug Report From a Vague TicketTurn a frustrated message into something engineering can act on
From the Global Prompt Library (TextDeck Community License 1.0), version 53723a8. GitHub
Three keys. Every prompt.
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