Misleading message on Cancellation Flow for Business and Commerce plan

[devNigel]

Quick summary

For a Business and Commerce plan, when initially cancellation of plan subscription, initially, they are shown a message that indicates the subscription will be removed on the expiry date.

However, upon proceeding through the cancellation step, they are shown a warning that seems to indicate that the site will be reverted, set to private, and the plan will be removed instantly. The messaging on the "Proceed With Caution" page should be clear enough to clarify that the plan will be removed only on the plan expiry date.

We received a BBB complaint about this here: 8649227-zd-a8c

Steps to reproduce

1. On Business or Commerce plan site that is AT, go to Upgrades > Purchases.
2. Make sure Auto-renew is ON so that you will see "Cancel plan" option.
3. Observe that the next page indicates "After you confirm this change, the subscription will be removed on EXPIRY DATE"
4. When you proceed with "Cancel Subscription" on that page and share feedback, on the very final step, you are warned to "Proceed With Caution" saying that the site will be set to private and revert it to the point when it was upgraded.

Though it may not be intentional, this looks deceitful and fear-mongering to deter users from cancellation.

What you expected to happen

The "Proceed With Caution" should be clear that those changes will occur only on the expiry date.

What actually happened

The "Proceed With Caution" implicitly suggested that the site was going to be set private and revert right after cancellation of the subscription.

Screenshots by user with text from their point of view:

Step 1:

Final step:

Impact

All

Available workarounds?

Yes, easy to implement

If the above answer is "Yes...", outline the workaround.

Proceeding with "Submit and cancel plan" does not actually remove the plan at that instant.

But since user's intention is to disable renewal, I guided how to go about turning off automatic renewal.

Platform (Simple and/or Atomic)

Atomic

Logs or notes

No response

[github-actions[bot]]

Support References

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• [ ] 8649227-zen

[mrfoxtalbot]

I agree. This is inconsistent and makes sense to correct the wording. However, I am going to relabel this as "enhancement" rather than bug.