Overview
We’ve implemented a new feature to streamline and enhance the cancellation process for Subscriptions, Autoplays, Scheduled Purchases and Pre-Orders in order to provide clarity around cancellation reasons. Operators will now be prompted to select a pre-formatted reason when cancelling a Subscription, Autoplay, Scheduled Purchase or Pre-Order, ensuring transparency and helping you better understand cancellation trends.
Key details
- Cancellation reason modal: When an operator clicks on the cancel button for a Recurring Purchase, Scheduled Purchase or Pre-Order ticket, a modal will appear allowing the operator to select a pre-formatted reason for the cancellation.
- Cancellation reason selection: Cancellation reasons are not mandatory. Operators have the ability to select a pre-formatted reason, enter a reason into the freeform text field or enter in no reason before confirming the cancellation. We suggest setting up pre-formatted reasons so they can be easily aggregated in order to provide better insights into supporter behaviour.
- Customer profile display: The reason for cancellation will be displayed on the customer’s profile page, ensuring that this information is accessible for any necessary follow-up.
- Reporting: Cancellation reasons can be accessed on the recurring_purchase_event table in the Metrics Database. The necessary data will be in the recurring_purchase_event_data field for the relevant cancellation event.
How to set up ticket cancellation reasons
Admin operators with the ability to edit the Site Config can configure the cancellation reasons that will appear in the cancellation modal by following these steps:
- Log into to JLP Admin.
- Click on Operations > Platform configs
- Navigate to Site Config > Ticket Cancellation Reasons.
- Add, edit, or delete cancellation reasons as needed to suit the lottery needs.
If you need assistance with creating the pre-formatted reasons, contact Client Success via support@poweredbyjumbo.com.
Suggested Cancellation Reasons:
- Cost of living
- Duplicate Subscription (eg. I didn’t realise I had a subscription).
- I want to subscribe to a different charity or lottery.
This customisation allows partners to create relevant, specific reasons for better data insights and customer service follow-up.
We are committed to continually improving our product and support, and value your feedback. If you have any questions or suggestions about this update, please don't hesitate to contact us by emailing support@poweredbyjumbo.com.