I noticed that in many different types of products and services that offer a few different subscription plans, upgrading is easy. Downgrading, on the other hand, is a bit discreet. In most of them, you would have to contact support to downgrade or cancel your plan.

While this is a business decision, are there other negative effects if we allow users to easily downgrade to a plan? Or make canceling a plan less hidden?

And this may be uncommon - but what if a user decides to upgrade/downgrade/then upgrade again within a span of, say, an hour. In general, will that cause billing issues?

  • Hi @livbeng I think this is a great question. Could you provide some more details about the type of service you’re selling and it’s general price? – Andrew Weibert Aug 23 '19 at 19:01
  • @AndrewWeibert The price ranges from $3 - $40 per month across all the plans. These are all billed annually; there is no month to month. It's a platform that allows you to build and online store. – Jan Aug 23 '19 at 19:27
  • Your last question: It is common in cloud hosting solutions to charge per minute (I have experience with JiffyBox) and send a monthly bill. According to your needs you can up/downgrade at any time. – chrisbergr Jan 21 at 11:58

Unfortunately for the user, I'd say that unless "ease of cancellation" is part of your selling / business proposition, you should stick to the existing models. A possible alternative is to make it relatively easy to see a cancelation button. However, when the user clicks it, they are prompted with an automated offer to continue their service for a discount. If they proceed further, you can offer to "pause" their account for a period of time instead of deleting it. Hulu has historically had an effective model for this. I would avoid forcing the user to make a call, which would frustrate the user and increase your call center costs.

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I think if you already have a lot of calls from customers about needing to downgrade their plans, it may be a pricing or expectation issue and not necessarily a UX thing.

But if you still think it's a UX thing, Zoho Meeting allows you to downgrade your plan in some easy prompts.

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