Cancellation questions that make leaving easy enough to come back
Ask customers how canceling and getting their money back went, from the terms they read to the day the refund arrived. Each question below comes with when to ask it and what the answer tells you.
What cancellation and refund survey questions tell you
Cancellation and refund survey questions ask customers how canceling an order, a booking or a plan went: how easy it was, how clear the terms were, how long the refund took and whether they got proof. A hard cancellation turns a lost sale into a complaint or a chargeback, and a smooth one leaves the door open for the customer to return.
Ask the process questions right after the cancellation is confirmed, and the refund questions once the money should have arrived, by email or with a link in your confirmation message. Pick three or four for each moment, and keep the question on what would have changed their mind optional.
Each written answer gets a category, a theme, a type such as complaint and a sentiment, and each response gets an urgency, so a customer still waiting for money rises above routine feedback. The inbox gives each response an owner and a status, so every open refund problem has someone working on it.
- Questions
- 12
- Best asked
- After canceling, and once the refund lands
- Industry
- Any business
- Where to find them
- From library in the Usertick survey editor, on every plan
The 12 cancellations and refunds questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How canceling went
Measure the effort first, then find the step that took the most work and check that customers got proof.
- 01Customer effort
How easy was it to cancel?
A customer effort score for canceling, on a 7 point scale. Results shows the average and the share who found it easy, and a low score is worth fixing before it turns into complaints.
- 07Multiple choice
Which parts of canceling took the most work?
Customers pick every part of canceling that took work. Results shows bars with each share, so you can see whether finding the page, reaching a person or waiting for money is the hard part.
- 08Yes / No
Did you get a confirmation you could keep?
Whether the customer got a confirmation to keep. A No means the customer has nothing to show if a charge continues, so fix it before anything else.
- 09Emoji
How did the whole cancellation feel?
Five faces for how the whole cancellation felt. Results shows the share of each face, and the low faces are worth reading next to the effort score.
Why they canceled
Ask the reason and what would have changed it, and check whether the terms were clear from the start.
- 02Multiple choice
What made you ask to cancel?
The reason behind the cancellation, picked from a short list. Results shows each share in a donut, and selecting a reason filters the page to the customers who gave it.
- 10Text
What would have changed your mind about canceling?
What would have changed the customer's mind. The themes show which offers, fixes or plans could keep the next customer who is about to cancel.
- 03Yes / No
Were the cancellation terms clear before you signed up?
Whether the customer knew the cancellation terms before signing up. A No points to terms that need a clearer place at sign up or checkout.
The refund
These show whether the refund matched the policy and the customer's expectations, and how long it took to arrive.
- 04Stars
How clearly did we explain the refund policy?
Rates how clearly you explained the refund policy, in five stars. Compare the average before and after you rewrite the policy page or the cancellation email.
- 05Multiple choice
How did the refund amount compare with what you expected?
How the refund amount compared with what the customer expected. A rising share of Less than I expected means your terms and the customer's reading of them have drifted apart.
- 06Ruler
How many days did your refund take to arrive?
How many days the refund took to arrive, up to 21. Results shows the median and the middle half, which you can hold against the time your policy promises.
- 11Date
When did you first ask to cancel?
The date the customer first asked to cancel, picked on a calendar. Compare it with the date the cancellation went through to see how long requests wait.
- 12This or that
If something goes wrong, what do you prefer?
Whether the customer would rather have money back or a replacement when something goes wrong. The split bar shows which option to offer first.
Tips for asking about cancellations and refunds
Small choices that get honest, useful answers.
- 01
Ask at two moments
Ask about canceling right after it is confirmed, and about the refund once the money should have arrived.
- 02
Make canceling the easy part
Read the effort score and the hardest step together, and remove the step customers name most.
- 03
Send proof every time
A confirmation the customer can keep saves both sides a second contact. Check the share who said they got one each month.
- 04
Chase every late refund
Give each response about a missing or late refund an owner in the inbox, and close it only when the money has arrived.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about cancellations and refunds
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Ask about canceling right after it is confirmed, and about the refund a few days after it should have arrived. Usertick sends to a contact list now or on a date up to 30 days ahead, so you can schedule the refund survey when you confirm the cancellation.
Three or four. Pick the effort score, the reason, whether the customer got a confirmation and one open question.
Yes. Place it inside the page, or show a popup there with targeting by pages, so customers can answer as they finish.
Ask what would have changed their mind, and leave offers for a separate message. A survey that argues with the decision makes canceling feel harder.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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