Frequently Asked Questions

ByeWhy is a Stripe app that automatically sends feedback surveys to customers when they cancel a subscription. It helps you understand why customers leave so you can reduce churn and improve your product.

Visit the Stripe App Marketplace listing for ByeWhy and click "Install." The app connects directly to your Stripe account — no separate sign-up required.

No. Once you install the app from the Stripe Marketplace and add a payment method, surveys are sent automatically when a subscriber cancels their subscription. You can customise your questions and settings from within the Stripe dashboard. If you're familiar with the Stripe Dashboard, you're probably already an expert at using ByeWhy.

A survey email is sent shortly after a subscription is cancelled in Stripe. Too early and you might get emotional responses; too late and you might not get a response at all. You can configure the delay and reminder schedule in your ByeWhy settings.

Yes. ByeWhy comes with a set of core questions (primary reason for cancelling, missing features, likelihood to return, etc.) to help you get started. You can enable or disable any of these core questions. You can also add your own custom questions to tailor the feedback to your business.

Responses appear directly in your Stripe dashboard on the ByeWhy app detail page. There you can sort responses by various criteria, see which subscriptions received feedback, see which customers responded, and drill down into individual responses. You can also access aggregate analytics and export data through the ByeWhy API

ByeWhy tracks bounced and invalid emails so you have visibility into delivery issues. Bounced surveys are flagged in the dashboard and won't count toward your billing.

ByeWhy is free to install. You get 3 survey responses free every calendar month. After that, each survey response costs $1, up to a maximum of $100/month. There are no hidden fees or recurring base charges.

A survey response is any survey where the customer submits at least one answer. They don't have to finish every question — even a partial response gives you real feedback, like where in the survey customers are dropping off or which question is losing them. Surveys that are sent but never answered, and bounced surveys, do not count toward your usage.

Yes. Billing is capped at $100 per month. Once you hit the cap, we continue sending surveys and collecting responses at no additional charge for the rest of that month.

Usage charges are billed monthly based on the number of survey responses. At the end of each month we will charge your payment method on file for the amount due.

ByeWhy accesses subscription and customer email data from your Stripe account in order to deliver surveys. We only access the minimum data needed to send emails and display responses. For full details, see our Privacy Policy .

No. Survey responses and customer data are not shared with or sold to third parties. Data is stored securely and used solely to provide the ByeWhy service.

Yes. If you uninstall ByeWhy from your Stripe account, you can request deletion of all stored data by contacting us at support@byewhyapp.com.