# 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.

- Topic: Customer Support
- Framework: RTF
- Level: Standard
- Tags: Customer Support, Summarize, Plan, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/respond-to-a-customer-who-wants-to-cancel

## Prompt

```text
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.
```

## What to fill in

- PASTE OR SUMMARIZE
- PLAN, VALUE, TENURE, CONTRACT END DATE, CANCELLATION TERMS
- ADOPTION, SUPPORT ISSUES, PAST COMPLAINTS

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.