Prevent Customer Cancellation
Business Writing Tips

Prevent Customer Cancellation – Sample Replies

It’s never too late to try to win a customer again. Even if you have their confirmation of cancellation, you can always ask them what exactly led to their decision. Is it because of the product, the price, customer service support, communication, or maybe some online portal? Don’t be afraid to ask or even call the customer, you wouldn’t lose anything. Try your best to prevent customer cancellation!

To stop the cancellation you need to first understand the reason. There are several options and ways to prevent it:

Reason – Solution

Price – provide a special discount, provide a lower price for the longer term, and decrease the monthly price after the first year;
Product – provide extra features for the same price;
Customer service support – provide your support for taking care of any upcoming issues ( then you can distribute to a particular person of your company support who will be responsible to resolve the problem).
Communication – provide new sales contact from your company;

Find out our free prevent customer cancellation sample replies:


Subject: Follow-up disconnect email

Dear David,

Thank you for your feedback. We value your thoughts and we strive to provide you with the best customer experience.

According to your last email, it seems that you are dissatisfied with the service and you have requested to disconnect it. We are really disappointed to hear that and if there’s any way that we can change your decision, please feel free to share it!

If you are not satisfied with our support service, please advise who you have been in touch with and we will provide you with a new point of contact.

Thank you in advance.

Best wishes,


Subject: Follow-up email – (COMPANY NAME)

Dear Scott,

During our last conversation, you requested to disconnect your service with us because the price does not match your expectations.

In this relation, I’m writing to decrease the monthly charge for your company. Instead of paying 575 GBP, we will decrease the rate to 380 GBP. For this price, you receive a high-quality service and support service 24×7.

We hope that you will reconsider our new option and turn back with positive feedback.

Looking forward to your reply.



Subject: Info for ceasing request

Good afternoon Elizabeth,

Thank you for your email!

We at (YOUR COMPANY NAME) strive to build an effective working relationship with our clients and we were interested in your decision to cease your service with us. If you are not satisfied with our service, quality, or price, please advise and I will do my best to find a solution.

If you have questions, or if you want to schedule a meeting and discuss further, please contact me at 1-111-1111.

I look forward to hearing from you.

Thank you very much for your co-operation!



Subject: Termination request

Dear Rene,

Hope you are doing well!

My name is (YOUR NAME) and I’m reaching out to you because we were informed that you wish to terminate your service with us.

I’m really sorry to hear that and I hope that you could provide me with some feedback on your reason.

Your reply will be highly appreciated.

Thanks and Best regards,


Subject: Termination request for (COMPANY NAME)

Hi Beth,

We just received your email where you are wishing to terminate your service with us.

As our loyal client, we’re always looking for new ways to help you enhance your business and we’re sorry to hear that you would like to cease your service. If you have time to let us know why you have wished to terminate your contract with us, please do. We sincerely value your opinion and it’s important to us!

If you wish, I’m also willing to have a call with you to answer any questions!


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