Customers submit cancellation requests through a Vendasta link. The request arrives in Intercom without a cancellation reason. The Accounts team then has to contact each customer for a reason, and either direct them to cancel on the partner side or cancel the subscription for them through impersonation. Only 2-3 people handle every request.

We'd like a simpler cancellation flow that captures the reason in the request itself and lets the cancellation complete without manual outreach or impersonation. Ideally, the Vendasta cancellation request would link directly to the partner's own cancellation flow.