How do I check how a small SaaS product handles customer cancellations?

Make a trial account, subscribe, then cancel. Note how many steps it takes, whether you can do it without contacting anyone, and what the product says at the end. Check what happens to billing right afterwards. Customers who get charged after cancelling will complain, and that damages reviews and card-processor standing.

Ask for the cancellation list with dates, plan type and any reason the customer gave. Group the reasons: price, missing features, switched competitor, business closed. A cluster around one reason shows where the product needs work. Ask whether the seller ever tried to win customers back and what worked.

Look at what happens to customer data after they leave. Is it deleted, exported on request, or kept? Ask what the product’s terms say, and have your lawyer confirm they match actual practice. Finally, ask about refund requests and chargebacks tied to cancellations, and read how the seller answered them. That shows the standard of care you would inherit. Ask whether customers can pause instead of cancelling, and whether anyone reviews the reasons each month. A seller who reads them regularly has probably improved something because of them, and can tell you what. Keep notes on each finding, so you can raise it with the seller later.

Key takeaways

• Run a test cancellation and note every step and message.
• Group the stated reasons for leaving and look for clusters.
• Check that billing stops and customer data is handled as promised.