Cancellation Analytics shows you why customers cancel their subscriptions and how well your save offers win them back — all on one page in your Subi admin. This guide explains where to find it, what each section means, and how to filter the data.
Where to find Cancellation Analytics
From your Shopify admin, open Subi Subscriptions → Retention → Cancellation Analytics. You can also open it for a single subscription: on a subscription's detail page, select View cancellation analytics to jump straight to that subscription's cancellation history.
What each section shows
The page is built around your save rate — the share of cancellation attempts you won back with a save offer — and the reasons behind each cancellation.
Key metrics — your save rate (with the change versus the previous period), total cancellations, and how many subscribers cancelled.
Cancellation reasons — a ranked breakdown of the reasons customers chose, with the total, the number you saved, and the save rate for each.
Trend over time — how your save rate (or cancellation count) moves day by day, week by week, or month by month, with the option to break it down by reason.
Reason and offer outcomes — which save offers win back which reasons, so you can see where your offers work and where they fall short.
Cancellation events — a detailed list of every cancellation: the subscription, the reason, the offer shown, and the outcome.
Filtering the data
Select Add filter to narrow the whole page to exactly the cancellations you care about. You can combine any of these filters:
Date range — a preset such as the last 30 days, a custom range, or All time.
Cancellation reason — one or more reasons at once.
Treatment offered — the save offer the customer was shown.
Customer name or customer tags — focus on a specific customer or segment.
Contract ID or product variant — focus on one subscription or product.
The cancellation events list
Below the charts, the cancellation events list shows every individual cancellation as its own row, so you can move from the big-picture trends down to the specific subscriptions behind them. Each row includes the date and time (in your local time zone), the subscription, the customer, the reason they chose, the save offer they were shown, and whether the subscription was ultimately cancelled or retained.
Select the link in the Open column to view that subscription, or use the filters above to focus the list on a particular reason, offer, customer, or subscription.
Why some sections may look empty
Cancellation Analytics starts counting from the cancellations recorded in your store going forward. If your store is new or has few cancellations in the selected range, some sections may show an empty state until more cancellations come in. Widen the date range to All time to see everything recorded so far.
Next steps
Use the reason breakdown and offer outcomes to refine your cancellation flow — for example, strengthening the save offer for your most common cancellation reason. If you have questions about Cancellation Analytics, reach out to our support team.