Cancel Details report

The Cancel Details report lists cancelled subscriptions. The Expiration Date for these cancelled subscriptions occurred within the specified time frame for the report. The report does not display cancelled subscriptions with an Expiration Date outside the time frame for the report.

Determining why a subscription was cancelled

Shoppers cancel subscriptions for one of the following reasons:

• The shopper did not manually renew their subscription.
• The shopper cancelled their subscription using the self-service feature or called Customer Service to cancel their subscription.
• Payment for the auto-renew subscription could not be authorized. Digital River attempts to authorize payment for automatic-renewal subscriptions.

You can determine the reason for a subscription cancellation by looking at the Cancellation Date and Subscription Expiration Date in the report. You also need to know the Grace Period set for the subscription product.

• If the Cancellation Date is less than or equal to (Subscription Expiration Date + Grace Period), the shopper cancelled the subscription. This could mean they called Customer Service or they cancelled the subscription themselves using the subscription self-service tools.
• If the Cancellation Date is greater than (Subscription Expiration Date + Grace Period), the shopper did not renew the subscription (if the subscription is a manual renewal) or the payment was not authorized (if the subscription is an auto-renewal).

Subscriptions with a Cancellation Reason

The Cancellation Reason only appears when the shopper calls Customer Service to return the subscription. Subscriptions cancelled for other reasons or using other methods will not have display a cancellation reason in this report.