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Jiri_Janku's avatar
Jiri_Janku
Copper Contributor
Mar 27, 2023

Ability to access order cancellation reason selected by customer

Hello,

our company has several SaaS offerings published at MS AppSource.

 

When the customer cancels their subscription - MS AppSource asks them about the reason for doing this. There is a list of options such as "Too expensive", "Missing features", "Only testing", ...

 

Unfortunately, there is no way for us as a vendor to access these valuable insights based on which we can improve. 

 

We need to be able to access this information - currently, we only see WHEN it was cancelled, but not WHY.

 

I've been guided here by MS support (SR# 2303210040005644) to raise this idea for the product team as there is currently no such option for this using the Partner Centre (would expect it in Insights - Marketplace offers - Orders or Customers).

 

Thank you for your response.

 

Jiri Janku | Solution Architect 

https://www.alvao.com

other

2 Replies

  • dougpetroleISV's avatar
    dougpetroleISV
    Copper Contributor
    Mar 28, 2023
    Can your Dev team retrieve it via the API for that order? I wonder if that's an option.
    • Jiri_Janku's avatar
      Jiri_Janku
      Copper Contributor
      Mar 29, 2023

      Hi dougpetroleISV,

      no - sadly it's not there either. It would be enough to be able to access it through API.

       

      The full response is here https://learn.microsoft.com/en-us/partner-center/marketplace/partner-center-portal/pc-saas-fulfillment-subscription-api#get-subscription

       

      This is how cancelling subscription looks from the customer's perspective:

       

      Values:

       

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