Your own membership cancellation reasons

Until now every new cancellation reason was a request to OpenPlay. Members cancelling online were never asked why they were leaving, and staff picked the closest reason on a fixed list, so the data on why people leave was thin.

Self-serve, start to finish

Where you allow online cancellation, members cancel in their account and choose a reason from your online list, so your team doesn’t need to handle it. Ask for a comment when a reason is chosen, or require one.

You manage the reasons yourself too. Create them in your own words, in Memberships, without waiting for OpenPlay, and choose whether each is offered online, at the desk or both. Archive the ones you no longer need; cancellations already recorded keep their reason.

Data you can act on

Every reason belongs to one of 10 standard categories, such as Cost & affordability or Usage & goals, so you build a consistent record of why members leave, even when the wording differs. That is the starting point for understanding churn and planning how to win members back.

Availability

Available to every organisation using Flow memberships. Your existing reasons are already in place.