Adding a cancellation survey

Create a new contact form with an email and a message field. Name the custom form url cancel:

Name Message field Reason for cancellation.

In form rules → custom code add this code:

<!-- handle subscription cancellation form -->
<script>
    var orderId = new URL(window.location).searchParams.get('order');
    sessionStorage.setItem('cancelOrder', orderId);

    // hide email field which is required in contact forms
    $('#email').parents('.form-group').hide();
</script>

Update the cancellation link to point to this form:

In clients/subscription.twig replace

                                    <a
                                        href="/portal/subscriptions/{{ subscription.order.number }}/cancel"
                                        data-toggle="modal"
                                        data-target="#spp-modal"
                                        class="dropdown-item {{ subscription.status ? '' : 'disabled' }}">
                                        {{ lang('subscriptions.cancel') }}
                                    </a>

with

                                    <a
                                        href="/contact/cancel?order={{ subscription.order.number }}"
                                        class="dropdown-item {{ subscription.status ? '' : 'disabled' }}"
                                        data-pjax>
                                        {{ lang('subscriptions.cancel') }}
                                    </a>

In clients/ticket.twig add this code right after {% block content %}

	<!-- handle subscription cancellation form -->
    <script>
        let urlParams = (new URLSearchParams(window.location.search));
        
        if (urlParams.has('_reload') && sessionStorage.getItem('cancelOrder')) {
    		window.location.replace('/portal/subscriptions/' + sessionStorage.getItem('cancelOrder') + '/cancel');
		}
	</script>

How this works

Cancellation link points to a contact form with the order ID in the url. that order ID is saved in session.
After the form is filled out it creates a ticket.
In that ticket we’ve added a code that redirects the user to the actual cancellation page.