Respond to a customer who wants to cancel
A response and save-call plan that finds the real reason for cancelling and offers the right fix, or exits gracefully.
The prompt
A customer has told me they want to cancel. Help me respond.
Their message or what they said: [PASTE OR SUMMARIZE]
Account details: [PLAN, VALUE, TENURE, CONTRACT END DATE, CANCELLATION TERMS]
Usage and history: [ADOPTION, SUPPORT ISSUES, PAST COMPLAINTS]
Options I'm allowed to offer: [e.g. pause, downgrade, extra training, credit, extended trial of a feature - only approved options]
Give me:
1. My best guess at the real reason (price, low adoption, missing feature, bad experience, business change, competitor) and how confident you are, based on what I shared.
2. A reply email that acknowledges their decision without arguing, asks for a short call, and gives one reason it's worth their time. Under 120 words.
3. A save-call guide: questions to uncover the root cause, and which of my approved options fits each likely reason.
4. What to say if the reason is something we genuinely can't fix - a graceful exit that leaves the door open and makes offboarding easy.
5. Information to capture for a churn review, whatever the outcome.
Rules: never pressure, guilt, or make cancellation hard; respect the contract terms. Do not invent offers I haven't listed.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- PASTE OR SUMMARIZE
- PLAN, VALUE, TENURE, CONTRACT END DATE, CANCELLATION TERMS
- ADOPTION, SUPPORT ISSUES, PAST COMPLAINTS
How this prompt is built
This prompt follows the RTF structure (Role, Task, Format). RTF tells the model who to be, what to do and what shape the answer should take. It is the quickest structure that still gives noticeably better results than a bare request.
Related prompts
- Write order, shipping, refund, and delay noticesTransactional messages: confirmations, cancellations, refunds, shipping updates, and delays.
- Handle a formal patient complaint or grievanceAn investigation plan and a written grievance response that meets common timeline and documentation expectations for healthcare organizations.
- Consolidate overlapping help docs and FAQs into one knowledge baseAn inventory, conflict list, taxonomy, article template, and merge plan to turn scattered help content into one reliable source.
- Cut call handle time without hurting customer experienceDiagnoses what drives long calls and gives script, training, and tooling fixes that shorten them without lowering quality.