Cancel Insights

Cancel insights updates the user about the status and outcome of any actions performed through our platform. This page describes action insights for Cancel. All Cancel Insights are action insights and are used to communicate the current state and outcome of the cancellation to the user.

Information

Type

CancellationOngoing

Prerequisites

Cancel product

Trigger logic

When a cancellation is placed by the user.

Removal logic

Either when the insight is manually dismissed by the user or after 21 days.

Update logic

The insight is updated when the cancellation state changes.

Frequency

The insight can occur more than once in the list on insights, once for each contract.

Below we list all the different Action insights and their states for the Cancel feature. There is a complete example of the data model for each state and type.

Ongoing cancellation insights

An ongoing cancellation can have these states:

  • New
  • SentToServiceProvider

New

The cancellation has been created, the merchant has not been contacted yet

{
 "id" : "f3033eb1-8393-487b-853c-75eff9a82b1d",
 "userId" : "72695ea2-eb26-4d2b-859c-f572935215ea",
 "createdAt" : "2021-01-20T13:17:14.470088Z",
 "acknowledgedAt" : "2021-01-20T13:17:32.60405Z",
 "webUiPath" : "/subscription/cf927968-7f30-4e6c-ae47-775061265552/contract/438cc486-2724-485f-a96e-8b9127e04fcf/details",
 "content" : {
   "cancellationId" : "d0be7176-4387-400d-89a4-cbf2a6fdb486",
   "cancellationRequestedAt" : "2021-01-20",
   "cancellationStatusName" : "New",
   "serviceCategoryName" : "streaming-media",
   "serviceProvider" : {
     "id" : "da7592e9-831a-4058-a776-eb5cc0e32c52",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/a05a98bd-fb60-48c7-bf1e-41c04440c417.png"
   },
   "progress" : 50,
   "type" : "CancellationOngoing"
 }
}

SentToServiceProvider

The cancellation request has been sent to the merchant. If we has sent a reminder to the merchant, this insight will contain information about when this reminder was sent.

"id" : "f445ed17-7f2a-4232-852e-d02aae10a768",
 "userId" : "a01da408-4917-4f74-9d86-bd77a55fc94a",
 "createdAt" : "2021-01-25T14:54:35.162594Z",
 "acknowledgedAt" : "2021-01-25T14:54:42.891367Z",
 "webUiPath" : "/subscription/f092d478-9d9a-4d43-b959-893e52734809/contract/588e2e82-e4da-4b6c-847a-bb8bed16130c/details",
 "content" : {
   "cancellationId" : "7ccd4d0d-8de1-4b4a-b3aa-28bd142b1826",
   "cancellationRequestedAt" : "2021-01-25",
   "cancellationStatusName" : "SentToSupplier",
   "serviceCategoryName" : "streaming-media",
   "serviceProvider" : {
     "id" : "da7592e9-831a-4058-a776-eb5cc0e32c52",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/a05a98bd-fb60-48c7-bf1e-41c04440c417.png"
   },
   "cancellationReminderSentDate" : "2021-01-25T14:54:35.141228Z",
   "progress" : 50,
   "type" : "CancellationOngoing"
 }
}

Cancellation outcome insights

A successful cancellation can have these outcomes:

  • Cancelled
  • AlreadyCancelled

Cancelled

The merchant has accepted the request and cancelled the contract.

{
 "id" : "cb33017c-683c-4062-8264-8af336c14964",
 "userId" : "72695ea2-eb26-4d2b-859c-f572935215ea",
 "createdAt" : "2021-01-20T13:28:58.837964Z",
 "acknowledgedAt" : "2021-01-20T13:29:25.15507Z",
 "webUiPath" : "/insights",
 "content" : {
   "cancellationId" : "d0be7176-4387-400d-89a4-cbf2a6fdb486",
   "subscriptionId" : "cf927968-7f30-4e6c-ae47-775061265552",
   "contractId" : "438cc486-2724-485f-a96e-8b9127e04fcf",
   "serviceCategoryName" : "streaming-media",
   "outcomeType" : "Successful",
   "outcomeStatus" : "Cancelled",
   "serviceProvider" : {
     "id" : "da7592e9-831a-4058-a776-eb5cc0e32c52",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/a05a98bd-fb60-48c7-bf1e-41c04440c417.png"
   },
   "messageFromServiceProvider" : "We confirm your subscription with Flixnet will end at the date you requested. You are always welcome back!",
   "yearlySavings" : {
     "amount" : 1188,
     "currency" : "SEK"
   },
   "progress" : 100,
   "cancellationFinishedAt" : "2021-01-20T13:28:58.787138Z",
   "type" : "CancellationOutcome"
 }

AlreadyCancelled

The AlreadyCancelled state indicates that the contract was cancelled before the merchant got a cancellation request from us. This can happen if the user contacted the merchant themselves.

{
 "id" : "e4d2a01a-e893-439c-b412-25ab5545bf42",
 "userId" : "72695ea2-eb26-4d2b-859c-f572935215ea",
 "createdAt" : "2021-01-25T13:10:07.231977Z",
 "acknowledgedAt" : "2021-01-25T13:10:12.375976Z",
 "webUiPath" : "/insights",
 "content" : {
   "cancellationId" : "cfc8cbf0-b4ad-45a3-bd06-38034c8698e8",
   "subscriptionId" : "4243f82a-b9e9-472f-a358-cd821662e0ff",
   "contractId" : "82242cd8-a326-4921-8e6b-a4ba2b6eb156",
   "serviceCategoryName" : "streaming-media",
   "outcomeType" : "Successful",
   "outcomeStatus" : "AlreadyCancelled",
   "serviceProvider" : {
     "id" : "dd6791d9-c4ec-44a3-af6b-3089c8e76deb",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/74ab0297-d827-43c8-b374-fbbc7674ea55.png"
   },
   "messageFromServiceProvider" : "Your subscription was already cancelled.  \nBest Regards\nFlixnet",
   "yearlySavings" : {
     "amount" : 1548,
     "currency" : "SEK"
   },
   "progress" : 100,
   "cancellationFinishedAt" : "2021-01-25T13:10:07.179182Z",
   "type" : "CancellationOutcome"
 }

A failed cancellation outcome can have these states:

  • NoSuchAccount
  • HasBindingPeriod
  • PayingThroughThirdParty
  • NotACancellableSubscription
  • NoResponseFromServiceProvider
  • NoAnswerFromUser
  • UserWithdrawn

NoSuchAccount

This state means that the merchant was unable to match the account details with the information provided in the cancellation request. Most likely due to wrong user input.

{
 "id" : "ec76c896-2277-447a-ac6a-22397a29b7d9",
 "userId" : "72695ea2-eb26-4d2b-859c-f572935215ea",
 "createdAt" : "2021-01-25T13:16:14.382645Z",
 "acknowledgedAt" : "2021-01-25T13:16:19.887968Z",
 "webUiPath" : "/insights",
 "content" : {
   "cancellationId" : "eed9cdde-11e1-4292-8bef-2c42e302f71d",
   "subscriptionId" : "cd0974a2-deba-4d8b-aeb8-fe6b486dfe91",
   "contractId" : "ffc49fef-64e7-49e0-b6a4-c7cd37a2266d",
   "serviceCategoryName" : "dating",
   "outcomeType" : "Failed",
   "outcomeStatus" : "NoSuchAccount",
   "serviceProvider" : {
     "id" : "0bd21aa4-2236-4e5b-862d-7a7a9bfc2c84",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/3d508359-e339-4594-98ec-d77d5c4499b5.jpeg"
   },
   "messageFromServiceProvider" : "We could not find an account connected to your email.",
   "yearlySavings" : {
     "amount" : 2688,
     "currency" : "SEK"
   },
   "progress" : 100,
   "cancellationFinishedAt" : "2021-01-25T13:16:14.359861Z",
   "type" : "CancellationOutcome"
 }

HasBindingPeriod

If the user has a binding period with this service, the state is set to Has Binding Period.

{
 "id" : "61a3a49f-0941-442d-98fa-6c329408cf8b",
 "userId" : "a01da408-4917-4f74-9d86-bd77a55fc94a",
 "createdAt" : "2021-01-25T14:50:05.227125Z",
 "acknowledgedAt" : "2021-01-25T14:50:11.296177Z",
 "webUiPath" : "/insights",
 "content" : {
   "cancellationId" : "4bb708d4-b0f6-4dbb-8b30-dbb6a8fb8caf",
   "subscriptionId" : "f5d1151f-6f7d-4ef5-a8f4-8a7ae3f2f7b3",
   "contractId" : "c9ab8b42-09ac-46be-9f3a-a2bb4333569d",
   "serviceCategoryName" : "dating",
   "outcomeType" : "Failed",
   "outcomeStatus" : "HasBindingPeriod",
   "serviceProvider" : {
     "id" : "61352663-bbb8-4d09-9228-738f827aea00",
     "name" : "Flixnet"
   },
   "messageFromServiceProvider" : "This contract has a binding period until 2022. Please contact us again in the future if you still wish to cancel your subscription.",
   "yearlySavings" : {
     "amount" : 8388,
     "currency" : "SEK"
   },
   "bindingTimeEndsAt" : "2022-01-25",
   "progress" : 100,
   "cancellationFinishedAt" : "2021-01-25T14:50:05.175449Z",
   "type" : "CancellationOutcome"
 }
}

PayingThroughThirdParty

This state indicates that the user is paying through a third party, for example through App Store or Google Play. The merchant usually can not cancel this type of subscription, as the user has a contract with a third party and needs to cancel it through the third party.

{
 "id" : "0950e2a1-18c4-4cbd-9f00-4e31672bd26e",
 "userId" : "a01da408-4917-4f74-9d86-bd77a55fc94a",
 "createdAt" : "2021-01-26T09:42:52.356568Z",
 "acknowledgedAt" : "2021-01-26T09:42:57.905129Z",
 "webUiPath" : "/insights",
 "content" : {
   "cancellationId" : "0bd80a15-c15d-4ffe-9daa-8c1a491e8558",
   "subscriptionId" : "f092d478-9d9a-4d43-b959-893e52734809",
   "contractId" : "588e2e82-e4da-4b6c-847a-bb8bed16130c",
   "serviceCategoryName" : "streaming-media",
   "outcomeType" : "Failed",
   "outcomeStatus" : "PayingThroughThirdParty",
   "serviceProvider" : {
     "id" : "da7592e9-831a-4058-a776-eb5cc0e32c52",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/a05a98bd-fb60-48c7-bf1e-41c04440c417.png"
   },
   "messageFromServiceProvider" : "You signed up to Flixnet through your app store, so we are unable to cancel it from our side. Please contact your app store.",
   "yearlySavings" : {
     "amount" : 1188,
     "currency" : "SEK"
   },
   "progress" : 100,
   "cancellationFinishedAt" : "2021-01-26T09:42:52.322571Z",
   "type" : "CancellationOutcome"
 }
}

NotACancellableSubscription

If the contract is not cancellable, it will end up in this state.

{
 "id" : "bca635e1-c6c5-447e-988a-553546792eed",
 "userId" : "a01da408-4917-4f74-9d86-bd77a55fc94a",
 "createdAt" : "2021-01-25T14:58:31.456898Z",
 "acknowledgedAt" : "2021-01-25T14:59:09.026108Z",
 "webUiPath" : "/insights",
 "content" : {
   "cancellationId" : "7ccd4d0d-8de1-4b4a-b3aa-28bd142b1826",
   "subscriptionId" : "f092d478-9d9a-4d43-b959-893e52734809",
   "contractId" : "588e2e82-e4da-4b6c-847a-bb8bed16130c",
   "serviceCategoryName" : "streaming-media",
   "outcomeType" : "Failed",
   "outcomeStatus" : "NotACancellableSubscription",
   "serviceProvider" : {
     "id" : "da7592e9-831a-4058-a776-eb5cc0e32c52",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/a05a98bd-fb60-48c7-bf1e-41c04440c417.png"
   },
   "yearlySavings" : {
     "amount" : 1188,
     "currency" : "SEK"
   },
   "progress" : 100,
   "cancellationFinishedAt" : "2021-01-25T14:58:31.389224Z",
   "type" : "CancellationOutcome"
 }
}

NoResponseFromServiceProvider

In the case we are unable to get a response from the merchant, the state is set to No Response From Merchant. Usually if this happens, the cancellation has been in the state Sent To Supplier for more than 30 days.

{
 "id" : "e3888841-e909-49da-9ed7-1918dd224aca",
 "userId" : "a01da408-4917-4f74-9d86-bd77a55fc94a",
 "createdAt" : "2021-01-26T09:17:40.110282Z",
 "acknowledgedAt" : "2021-01-26T09:17:44.78951Z",
 "webUiPath" : "/insights",
 "content" : {
   "cancellationId" : "e959e097-bc2a-478a-854e-d054488ea497",
   "subscriptionId" : "f092d478-9d9a-4d43-b959-893e52734809",
   "contractId" : "588e2e82-e4da-4b6c-847a-bb8bed16130c",
   "serviceCategoryName" : "streaming-media",
   "outcomeType" : "Failed",
   "outcomeStatus" : "NoResponseFromServiceProvider",
   "serviceProvider" : {
     "id" : "da7592e9-831a-4058-a776-eb5cc0e32c52",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/a05a98bd-fb60-48c7-bf1e-41c04440c417.png"
   },
   "yearlySavings" : {
     "amount" : 1188,
     "currency" : "SEK"
   },
   "progress" : 100,
   "cancellationFinishedAt" : "2021-01-26T09:17:40.069126Z",
   "type" : "CancellationOutcome"
 }
}

NoAnswerFromUser

In the case the merchant requires more information from the user about the cancellation request, we can contact this user and ask for the additional information. If the user does not respond, the cancellation will fail with the state No Answer From User.

{
 "id" : "e86be184-9d5d-45d9-b4d9-a02e32997dcb",
 "userId" : "a01da408-4917-4f74-9d86-bd77a55fc94a",
 "createdAt" : "2021-01-26T09:40:42.279724Z",
 "acknowledgedAt" : "2021-01-26T09:40:47.85811Z",
 "webUiPath" : "/insights",
 "content" : {
   "cancellationId" : "bee93e9a-b89b-4014-b3f4-21a1cd6dcbb0",
   "subscriptionId" : "f092d478-9d9a-4d43-b959-893e52734809",
   "contractId" : "588e2e82-e4da-4b6c-847a-bb8bed16130c",
   "serviceCategoryName" : "streaming-media",
   "outcomeType" : "Failed",
   "outcomeStatus" : "NoAnswerFromUser",
   "serviceProvider" : {
     "id" : "da7592e9-831a-4058-a776-eb5cc0e32c52",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/a05a98bd-fb60-48c7-bf1e-41c04440c417.png"
   },
   "yearlySavings" : {
     "amount" : 1188,
     "currency" : "SEK"
   },
   "progress" : 100,
   "cancellationFinishedAt" : "2021-01-26T09:40:42.249895Z",
   "type" : "CancellationOutcome"
 }
}

UserWithdrawn

This state means the user withdrew their cancellation request.

{
 "id" : "0c6ce43c-3eae-481b-b71a-63972b61728b",
 "userId" : "a01da408-4917-4f74-9d86-bd77a55fc94a",
 "createdAt" : "2021-01-26T09:45:18.527052Z",
 "acknowledgedAt" : "2021-01-26T09:45:23.310821Z",
 "webUiPath" : "/insights",
 "content" : {
   "cancellationId" : "f7cb380b-c417-4930-9fa8-550d4c868e8b",
   "subscriptionId" : "f092d478-9d9a-4d43-b959-893e52734809",
   "contractId" : "588e2e82-e4da-4b6c-847a-bb8bed16130c",
   "serviceCategoryName" : "streaming-media",
   "outcomeType" : "Failed",
   "outcomeStatus" : "UserWithdrawn",
   "serviceProvider" : {
     "id" : "da7592e9-831a-4058-a776-eb5cc0e32c52",
     "name" : "Flixnet",
     "logotypeUrl" : "api/logotype-images/a05a98bd-fb60-48c7-bf1e-41c04440c417.png"
   },
   "yearlySavings" : {
     "amount" : 1188,
     "currency" : "SEK"
   },
   "progress" : 100,
   "userWithdrawnCancellationAt" : "2021-01-26T09:45:18.493839Z",
   "type" : "CancellationOutcome"
 }
}

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