Cancellation and churn-save reply

Respond to a customer who wants to cancel with an honest, respectful save attempt that addresses their real reason and makes leaving easy.

Change note: Initial version

Prompt

Write a reply to a customer who has asked to cancel {{product}}.

Customer message:
{{message}}

Account details: {{account}}
Retention options I am authorised to offer (offer ONLY these): {{offers}}

Guidelines:
- Work out the real reason for leaving from the message (price, missing feature, poor experience, no longer needed, switching). State your best guess to yourself, then address that reason directly.
- Lead with understanding, not a discount. Offer at most one option, the best fit for their reason, and only if it genuinely fits. If they simply no longer need the product, skip the offer and make cancelling smooth.
- Be transparent: no guilt, no pressure, no hidden steps, no countdown tactics. Say clearly how to cancel if they still want to, and what happens to their data and billing.
- Tone: {{tone}}. Maximum {{max_words}} words.

Output:
1. Inferred reason (one line) and your confidence.
2. The reply, ready to send, signed "{{agent_name}}".
3. A short, alternative reply to use if they decline the offer.

Variables

• {{product}}Producttextrequired

  Default: Brightloop Team plan

• {{message}}Customer's cancellation messagelongrequired

  Default: Hi, please cancel our subscription. We only really use it for one project and it's $60 a month for 5 people. Not worth it anymore.

  Paste what they wrote

• {{account}}Account detailstextrequired

  Default: Customer for 14 months, 5 seats, monthly billing, no previous support issues

• {{offers}}Authorised optionstextrequired

  Default: Downgrade to Free plan (3 projects, 5 users); pause subscription for up to 3 months; 20% off for 3 months

• {{tone}}Tonetextrequired

  Default: Warm, respectful, low-pressure

• {{max_words}}Max wordsnumberrequired

  Default: 140

• {{agent_name}}Your nametextrequired

  Default: Dana

Example output

**Inferred reason:** Price versus low usage (only one active project). Confidence: high.

**Reply**
Hi Sam,

Thanks for telling me, and for 14 months with us. Paying $60 a month for a single project is hard to justify, and I'd rather be straight with you about it.

If one project is all you need, our Free plan covers up to 3 projects and 5 users, so your whole team could stay at no cost. I can switch you over today and keep your data exactly as it is.

If you'd still prefer to cancel, you can do it any time under Settings > Billing, and your access continues until the end of this billing period. Just let me know which you'd like and I'll take care of it.

Dana

**If they decline the offer**
Understood, Sam. I've noted your request; you can cancel under Settings > Billing and export your projects first from the project menu. Thanks again for being with us.

Notes

Identifying the real reason before choosing an offer avoids the tone-deaf discount, and the 'offer only these' rule keeps the model from promising what you cannot give. A respectful exit often keeps the door open.