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Cheddar Getter confusing users when upgrading

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Hemal Ruparelia

20 Jul, 2017 10:05 AM

When changing from one free plan to another, our clients get this note:

You will be charged for the ADAWA plan and credited a prorated amount for the time remaining in your current billing period on the Free plan. A new billing period will begin immediately on the ADAWA plan. You will then be charged monthly.

This is extremely confusing and causing friction for our users (e.g. see screenshot). How can we resolve this?

Thanks,

Hemal

• CG_Confusion.png 118 KB

1. Support Staff 1 Posted by Meghan Turner on 21 Jul, 2017 09:13 PM

   

   Hi Hemal,

   To an extent, modifying your pricing plan settings can help with this. The hosted page uses the configuration you have enabled in your pricing plan for billing frequency and scheduling the first invoice to determine what language to show on plan change. On free plans, for example, you could set the plans billing frequency to no recursion and set the first invoice on that plan to be on the customer's next bill date (rather than billing a pro-rated amount immediately on plan change, as you have it now). This will change the plan change content on the hosted page to eliminate the information about being billed a prorated amount and should also remove the part about being charged monthly, although it will still say, "Your next invoice will be billed at the end of your current billing period, on month/date/year under the example plan".

   To have complete control over the content and user experience, you might consider having customers switch between free plans on your own website rather than using the hosted pages and communicate those plan changes to Cheddar using the API. If you'd like, you could still use the hosted pages to collect payment information from anyone subscribing to a paid plan.

   Let me know if you have any follow-up questions, Hemal!

   Meghan

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2. Marcela Poffald closed this discussion on 11 Apr, 2018 04:06 PM.