# SaaS cancellation evidence and action kit

Use one record per defined account exit. Feedback is optional and separate from completing the agreed cancellation process. Keep sensitive account details appropriately restricted.

## Outcome definition

- Owner and review period:
- Outcome: request, completed cancellation, nonrenewal, payment failure, or another defined event:
- Account unit and effective date:
- Eligibility:
- Sources and collection gaps:

## Evidence record

| Account reference | Stated reason and date | Exact quote or paraphrase | Relevant workflow/support evidence | Interpretation | Alternative explanation | Missing evidence |
|---|---|---|---|---|---|---|
| Fill in | Fill in | Fill in | Fill in | Fill in | Fill in | Fill in |

Fictional case: the account cites price, never completes a report, and has an unresolved connection issue. Investigate failed setup; do not conclude that the price concern is false or that a repair would certainly prevent the exit.

## Optional learning conversation

- Purpose and willingness to participate:
- Last relevant task and what happened:
- Trigger for the exit decision:
- What the customer will do instead:
- Unresolved problem:
- Correction to our understanding:

Participation does not authorize public quotation. Do not make feedback or a retention call a requirement of leaving.

## Coverage and comparison

- Eligible exits:
- Accounts supplying reasons:
- Response coverage = supplying accounts / eligible exits:
- No response recorded as missing:
- Reasons among responders:
- Tenure/workflow/context groupings and small-group limits:

Fictional calculation: 10 reason-supplying accounts / 25 departing accounts = 40% coverage. A common reason among those ten cannot automatically describe the other fifteen.

## Action review

- Evidence and consequence:
- Repair, fit investigation, offer question, or measurement improvement:
- Remaining uncertainty:
- Owner and bounded next action:
- Guardrails:
- Equivalent observation window for follow-up:
- Result and next decision:


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Original resource by Jon Bishop. CC BY 4.0. Illustrative examples are not customer results.