--- title: "Membership Cancellation Rescue report" slug: "membership-cancellation-rescue-report" description: "Enhance your membership program with insights from the Membership Cancellation Rescue report to retain members through effective cancellation rescue offers." tags: ["How-to"] updated: 2026-11-05T20:46:55Z published: 2026-11-05T20:46:55Z canonical: "mysupport.roller.software/membership-cancellation-rescue-report" --- > ## Documentation Index > Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt > Use this file to discover all available pages before exploring further. # Membership Cancellation Rescue report Find out which rescue offers keep members and which ones they turn down. The **Membership Cancellation Rescue** report shows what happens when a member starts to cancel their membership in their online account: which rescue offers they saw, and whether they chose to switch plans, pause, accept a discount or cancel anyway. Use this report to answer questions like: - Which offers save the most members? Compare how often members choose a switch, pause or discount, so you can lead with the offers that work. - Which offers aren’t landing? If members often see an offer but cancel anyway, try a different offer or adjust it (eg a bigger discount or a cheaper alternative plan). - Are offers matched to the right reasons? Check the cancellation reasons of members who still cancel, then refine which offer you show for each reason. - Which memberships need attention? See which products members try to cancel most, and use that to review pricing, benefits or tiers. The report shows cancellations started in members’ online accounts only, since that’s where rescue offers appear. To see every voluntary cancellation, including those made in Venue Manager, use the [Membership Cancellations](/v1/docs/membership-cancellations-report) report. > [!NOTE] > To see information in this report, you need to set up cancellation rescue offers for your membership products. You can decide what offers a member sees before they finalize a cancellation in their online account. The options might be a cheaper plan, a discount or the option to pause and come back later. To learn more, see the guide [Find out why members cancel and provide offers to stay](/v1/docs/find-out-why-members-cancel-and-provide-offers-to-stay). ## Report on cancellation rescue offers to see what's working The Membership Cancellation Rescue report shows all the successful and unsuccessful attempts to retain a customer after they cancel their membership online. Here's how: 1. From Venue Manager, go to **Reports** > **All reports**. 2. Use the search bar to search for the report using the title of the report: Membership Cancellation Rescue. Or, scroll to the Guests section and select the report from there. 3. Use the date selector to select which period to view, and select **Apply**. If you want to review cancellation rescue attempts from a certain period (eg the past 6 months) use the date selector drop down and select **Within the last** and then select the time period you want to review. ## What the fields show Here's what the fields show in the Membership Cancellation Rescue report. | Field | What it shows | | --- | --- | | Members name | The name of the member | | Purchase date | Date the membership was purchased | | Rescue date | Date the member started to cancel and was shown the rescue options | | Product | The membership the guest initiated a cancellation for | | Booking ID | The original booking ID of the membership purchase | | Ticket ID | The unique identifier of the membership. This differentiates memberships that were purchased under the same booking ID. | | Switch offered | Whether an alternative membership was offered. Yes / No. | | Pause offered | Whether a membership pause was offered. Yes / No. | | Discount offered | Whether a membership discount was offered. Yes / No. | | Rescue selected | Which of the offered options was selected. Switch / Pause / Discount / Cancelled. | | Reason code | If the member proceeded to cancel, which cancellation reason code was selected (if enabled). Learn more in the guide [Find out why members cancel and provide offers to stay](/v1/docs/find-out-why-members-cancel-and-provide-offers-to-stay#add-your-reasons-and-match-each-one-to-an-offer). | | Reason given by guest | If the member proceeded to cancel, if they entered a custom reason (if enabled). Learn more in the guide Learn more in the guide [Find out why members cancel and provide offers to stay](/v1/docs/find-out-why-members-cancel-and-provide-offers-to-stay#add-your-reasons-and-match-each-one-to-an-offer). | ## Export the Membership Cancellation Rescue report You can export the report to either **.csv** or **.xlxs** by selecting the **Export** button at the top of the report. ![](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/CleanShot 2026-10-27 at 9.53.08 AM@2x.png) ## Related - [Membership Cancellations report](/membership-cancellations-report.md) - [Membership retention insights dashboard](/membership-retention-insights-dashboard.md)