As a vendor, it’s important to know how a customer’s subscription was cancelled – not just the date and time of the event. ThriveCart now tracks and displays the cancellation source, giving you clearer insight into customer activity and reducing confusion around why a subscription ended.
How Subscriptions Can Be Cancelled
Subscriptions may be cancelled in several ways. ThriveCart now records and surfaces the source of cancellation across multiple areas in your account.
Possible cancellation sources include:
- Vendor or sub-user action – a subscription cancelled directly in the ThriveCart dashboard.
- Customer action via Customer Hub – cancelled by the customer through their Customer Hub (or Learn Customer Hub).
- Payment processor action – If a subscription is cancelled within the payment processor itself, this can be due to a number of reasons, but we’re unable to confirm exactly why. This could be due to the number of failed rebills hitting your processor limit and it cancelling the subscription, it could be due to yourself or a team member cancelling within the processor, or in the case of PayPal the customer could have cancelled the subscription from their PayPal dashboard.
- API trigger – cancellation triggered through the ThriveCart API.
- Unknown reason (fallback) – if the cancellation occurs outside of the scenarios above.
Where You’ll See the Cancellation Reason
Whenever a subscription is cancelled, the reason and source will appear in multiple areas for consistency:
- Vendor cancellation email notifications
- Transactions area (shown as a tooltip on the cancellation event)
- Customer profile (inline with the subscription cancellation event)
- Downloadable transaction CSVs
- Webhook data
- API data
- Zapier integrations
Example
If a vendor cancels a customer’s subscription in the dashboard, the cancellation reason will read:
Cancelled in the ThriveCart dashboard by user john@company.com
This message will then be displayed consistently across the transactions area, customer profile, email notifications, and included in exported data.
Why This Matters
By surfacing the source of cancellations, vendors can:
- Better track and understand customer subscription behavior.
- Identify whether cancellations were customer-driven or vendor/processor driven.
- Reduce support queries by having cancellation details readily available.