You can add custom fields to cancellation forms to collect detailed client feedback. Fields appear when clients cancel products or services with immediate effect.
These can also be used as custom fields for the basket.
Use these responses to identify issues and improve retention for your business.
Adding a custom cancellation field
- Go to Settings > Custom Cancellation Fields under E-commerce Settings.
- Click Create Custom Field.
- Set the custom field type and custom field name.
- Click save.
Custom cancellation field types
You can choose from the following cancellation field types:
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Text input
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Password
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Select
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Checkbox
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Text area
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Date
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Number
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Image
Text input
A free-form text field (ideal for short answers).
Password
A password text field that obscures the data.
Select
Creates a drop-down menu. Users can click the Add option button to add items to the drop-down menu.
Checkbox
A Yes/No tick box. A checked box means Yes (The default setting is unchecked - No).
Text area
Clients enter a long-form response.
Date
Clients click the field and enter a date with the calendar.
Number
Clients click the field and enter a number.
Image
Clients click the field and upload an image file.
Custom field options
When creating a custom field, you can set a number of customisation options.
Field Required?
Make a custom field mandatory for all new clients. If the field is a checkbox, the client must tick it before proceeding.
Hide from Client?
Create a custom field that is invisible to clients. This is useful for sorting clients based on internal data. Example: Tagging new clients who signed up using a discount code.
Display on Invoice?
Add the custom field to invoice documents. A typical use case is displaying the client’s VAT number or account number on their invoices.
Filtering by Custom Fields
Once custom fields are added to client profiles, you can search and filter clients by those fields using the Client Filter options. Filters can be saved for quick access later.
Show reason and custom cancellation fields at the end of the billing term
Access subscription options
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Log in to Upmind admin.
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Go to Settings > Subscription Options under Branding and Customisation.
On Cancellation, you can find these options:
For clients
- Show Custom Cancellation Fields and Reason for End-of-Term Cancellation: When on, clients fill in the custom fields or enter a reason when requesting cancellation at the end of the billing cycle.
Once enabled, the client can select the Cancellation Option and fill in the custom fields.
Admins can see more details once the cancellation request is submitted.
For users
- Require Users to Fill Custom Fields or Provide Cancellation Reason: Prompts clients to enter a reason or complete custom fields when cancelling or setting end-of-term expiry. Also creates a contract request record.
Staff users will also be asked to fill out custom fields and cancellation reasons. They can access this from the Quick Actions on Client > Products & Services.
Manage cancellation requests
You can view and handle client cancellation requests under Billing > Cancellation Requests.
When Show Custom Cancellation Fields and Reason for End-of-Term Cancellation is enabled, submitted requests appear here with client-provided reasons and custom field responses.
Staff and admins can review details and take action directly from this section. 
