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I can certainly take care of that cancellation for you, [Name].
Before I hit confirm, I want to make sure I'm not closing your account because of a feature or option you didn't know you had — that happens more often than you'd think, and I'd feel terrible not mentioning it.
Can I ask — what's the main reason you're looking to cancel today? Is it something specific about the product, or is it more of a budget thing right now?
[Listen carefully — the next step depends on their answer.]
[If it's a product or feature issue:]
Okay — that's really helpful. What you're describing is actually something [New Feature or Setting] addresses directly. Most customers who had that exact frustration didn't realise it existed. Would you be open to me walking you through that in the next two minutes?
[If it's a budget issue:]
I completely understand — that's actually the most common reason, and it's a fair one. Rather than losing all of your [Data, History, Saved Settings, Access], what if I moved you to our [Reduced Plan or Maintenance Tier] at [Lower Price] for [Time Period]? That way, everything is still there waiting for you whenever you're ready to come back, and you don't have to start from scratch.
[If they still want to cancel:]
I respect that completely. I'm going to process that for you right now. Before I do — would you be open to me sending you a 'Come Back' offer by email in [30–60 days]? No obligation at all, just in case things change.
