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0 pointstommi12y ago0 comments

> Also, it should NEVER be difficult to cancel. Just time consuming. And to be super clear "time consuming" to me is about 5 minutes.

As a user, I hate you for that.

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4 comments · 2 top-level

nakovet12y ago· 1 in thread

Indeed. I cancelled Netflix 3 times, and look who's back paying for their content!? Me!

Not the main reason, but because it's easy to cancel it, I don't worry about signing back (counter-example: gym subscription).

silverbax8812y ago

I stated this above, but because I have a policy of pain-free cancellations, I get about 50% of my cancelled users back WITHOUT HAVING TO DO ANYTHING.

dovel12y ago· 1 in thread

I agree with this sentiment.

Here's some UX for you - the user owes you nothing.

Sure have an optional form or field for cancellations but 5 minutes? How is this beneficial for anyone?

So, it's a free product - they will just never cancel their account and you will have inactive users sitting there. Who is this good for?

So it's a paid product - they will cancel their account and tell everyone about the ridiculously long winded process they had to go through to cancel it.

wtracy12y ago

... or they'll just dispute the recurring credit card charges for your paid product, and you'll get your merchant account frozen after a few "cancellations".

We can argue over whether or not the original suggestion constitutes fraud, but the credit card companies will definitely treat it as fraud.

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