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Cancellation Reports

This page describes the Cancellation tab of the Monetization dashboard. For an overview of monetization reports, see Monetization Reports.

Access the cancellation dashboard

To view the cancellation dashboard, follow these steps

  1. On the Developer Console dashboard, click the Reporting tab.
  2. In the left menu, expand the App Statistics section and choose Monetization.
  3. Select the Cancellation tab.

Cancellation dashboard

To view subscription insights for your app, use the available filters on the Cancellation tab. This tab has the following filters:

  • Showing Insights for - to select the app.
  • Subscription title (ASIN) - to select the subscription.
  • Choose subscription duration/term - use to select the subscription term

Each filter has an All option, which aggregates and shows metrics across all apps and subscriptions. After you use the filters to make your selections, KPI cards appear on the dashboard. The KPI cards display daily metrics and contain the most recent day that data is available for. The cards also indicate whether the KPIs have increased or decreased from the previous day.

The following table describes the KPIs.

KPI card Description
Cancelled subscriptions Number of subscriptions that were canceled on the specific day including cancellations within a free trial.
Voluntary cancellations Number of subscriptions that were canceled on the specific day due to an explicit action by the user. For example, a customer cancels by turning off auto-renewal, or they cancel by contacting customer support.
Involuntary cancellations Number of subscriptions that were canceled due to no explicit action by the user, such as an incomplete payment. Includes cancellations due to payment issues after the grace period window.

In the section How does my app's subscription cancellations trend over time?, you can customize your KPIs (voluntary and involuntary cancellations) and view trends across device type and marketplace dimensions. The generated chart is based on your selection.

To customize the chart, follow these steps

  1. From the Device type and Marketplace filters, choose your options based on the device type and marketplace that you want to view data for.
  2. From the Select cancellation type filter, choose Voluntary, Involuntary or All, depending on the trends you want to see.
  3. To view the trends, select the time period that you want. Options are Last 7 days, Last 30 days, Last 60 days, Last 90 days, and Last 180 days.

The dashboard view for each user associated with your developer account is separate. A user's selections are seen only by that user and don't affect the dashboard view of other users.

Reasons users cancel

In the section What reasons do users state while they cancel their subscriptions?, you can see the reasons users provide for why they are canceling their subscriptions. The chart generates based on the selections you made in the previous section for device type, marketplace and time period. You can also view the change in reasons over time. For example, you might observe that users state that Price is too high as the top reason for their cancellation during a specific time period, and observe a decline in that reason after you rolled out promotion offers.

Only a subset of overall voluntary cancellations are captured in this chart, as only users who turn their auto-renewal off are presented with the survey, and only a fraction of those users respond to the survey. Starting December 2024, the survey will be optional for users, and the number of overall respondents will reduce. Therefore, the data here represents a sample of users, which you can use for directional purposes.

Cancellation FAQ

The following are frequently asked questions about the monetization Cancellation tab.

Metrics

Q: What is the difference between the cancellation metrics on Cancellation dashboard and Cancelled subscriptions on the Overview dashboard?
The Cancelled subscriptions metric on both dashboards are the same. However, the Cancellation dashboard provides you with a more nuanced view on subscription cancellations by categorizing them into voluntary and involuntary, based on how the subscription was canceled.
Q: How are voluntary and involuntary cancellations categorized? What methods of cancellation are considered voluntary?
Subscriptions that were canceled due to an explicit action by the user are categorized as voluntary. This includes, but is not limited to, users turning off auto-renewal and users calling customer support to cancel the subscription. Subscriptions that were canceled due to no explicit action by the user are categorized as involuntary. This includes, but is not limited to, failed payments, and expirations of grace periods for payment issues.
Q: Can I aggregate cancellation metrics over time?
Yes, you can aggregate the number of canceled subscriptions (voluntary, involuntary) over time.

Data availability (dashboard)

Q: How often is the data refreshed?
The data in the dashboard refreshes every day with 24 hours of new data. The new data that becomes available is for transactions that occurred 48 to 72 hours prior. For example, on October 30, 24 hours of data starting from October 27 becomes available.
Q: The previous metrics were available after 24 hours. Why are the new metrics delayed?
Amazon strives to provide you with high quality reports and determined that refreshing reports at 48 hours, rather than 24 hours, gives you more complete information and better quality data.

Last updated: Apr 29, 2025

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