Update Cancel Purchase Page to Improve Clarity on Refunds and Introduce Payment Flexibility

[simranvijwani]

Update Cancel Purchase Page to Improve Clarity on Refunds and Introduce Payment Flexibility

[alvezfrancese]

Hi there! I don’t think we should change ‘Cancel plan’ to ‘Refund plan’, since it would obfuscate the real action the user's taking, which is actually canceling the plan, with the refund being a secondary thing.

We do could, nevertheless, add some subcopy to explain about refunds (the 'Learn more' part being a link to the refund policy docs):

[Cancel plan] Get a full refund until Apr 24, 2024. Learn more.

Regarding the new button: [Switch to monthly billing] may work.

Should we also add a [Switch to annual billing and save] CTA for monthly payers?

[alvezfrancese]

Hi! A tooltip is a good solution, if we need that information. What about saying something like: 'Questions? Check our refund policy', being 'refund policy' the link?

For the domain part: what do you think of 'If you're unsure of this domain, cancel it before 8 April, 2024 to choose another free one instead'?

[rickmgithub]

I've pinged for more on this here

C042CJ2NH/p1711614381966119-slack-triage

[Aurorum]

Cool, thanks very much! I'd like to split the two issues if that's okay, but I'll take a look at adding the refund text tomorrow.

[Aurorum]

Great shout - thank you! I've switched it to that language instead.

[Aurorum]

I love this. :) I think a big reason for this is that the action verb has always been “Cancel plan” rather than “Refund plan”: https://wordpress.com/support/refunds/

I’ve seen many users confused about this in Support, and I’d love for that to change too! But I do wonder if this was an intentional marketing decision to prevent refunds?

Happy to work on this, but would love to get a sense on whether this has definitely been approved.

[Aurorum]

Thank you!! I don't have access to that channel on Slack so would be v grateful if you could share their response here when you receive it. :)

[michaelpick]

Hi! Just to make sure we're on the same page would you mind sharing a direct link, screengrab, or copy dump for the screen we'd like to modify?

[Aurorum]

@michaelpick these are my views (so @simranvijwani, please feel free to correct me if you're referring to something else!), I would like to change this "Cancel plan" button to "Refund plan": https://wordpress.com/support/refunds/#how-to-get-a-refund

And maybe have some sub-text just beneath it stating when the refund window ends for that purchase.

Can be accessed by Me > Purchases and then clicking an individual subscription

[simranvijwani]

@Aurorum Yes! The issue involves two feature requests. The first request is to add refund eligibility details as a subtext, which would include a link to the refund policy support guide.

The second request is to add a new button that allows users to switch to the monthly payment option.

[michaelpick]

Thanks, both! We'll share something ASAP!

[Aurorum]

I've proposed adding the refund text in #89249. :)

It's not possible to include Learn more as a link because the Card is a link (can't have a link within another linK!), so I've added a tooltip like this instead.

For context on what this looks like - let me know if you have any thoughts!

[DavidRothstein]

I think a big reason for this is that the action verb has always been “Cancel plan” rather than “Refund plan"

Not quite always -- it used to be more like "Cancel and refund plan", before it was changed here: #68088

[liviopv]

📌 ACTIONS

• Feature request kept

Keeping this request. There's an ongoing project to improve this flow: pfuQfP-c9-p2
cc @bohdankit07 in case the discussion here it's relevant to your project