Two Client Config settings on the Order: Subscription tab control the step: Show Subscription Cancel Reasons and Show Subscription Pause Reasons (both default Yes).

When enabled, the customer's Manage subscription page shows a Reason list of radio buttons in the cancel (or pause) pop-up — only active reasons flagged for that flow — and a justification box when the chosen reason requires one; a reason must be picked before the request goes through. The same Reason radio list appears for staff in the admin subscription page's pause and cancel dialogs. The chosen reason (and answer) is saved as a Paused or Canceled record for that subscription and included in the fields of the pause/cancel e-mail trigger.

Set a setting to No to skip the question entirely for that flow.