Ability to access order cancellation reason selected by customer

Copper Contributor

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 

ALVAO | IT Service Management Tools

2 Replies
Can your Dev team retrieve it via the API for that order? I wonder if that's an option.

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-fulfillme...

 

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

Jiri_Janku_1-1680088645698.png

 

Values:

Jiri_Janku_0-1680088640374.png