Manage Purchases: Change button text when turning off auto-renew

[ccwalburn]

When toggling off autorenew for a subscription in Manage Purchases, the text on the confirmation button makes it sound like you are cancelling the subscription which is not always the case. Some users turn off autorenew to give themselves more time to pay.

Image URL: https://d.pr/i/BwTNMc

I know the text says "cancelling auto-renewal" but users often skim text like that. Can we change the text to something like "Keep auto-renew on" and "Turn auto-renew off"?

#user-report
14091964-hc

[obenland]

@Automattic/editorial Could I ask for your guidance on a good wording for these buttons?

[jordesign]

I've opened a draft PR #50415 but can update it once we have finalised wording.

[kristastevens]

Hello from Editorial! (Baymax somehow failed to notify us about this one, but Jordesign's comment came through in an email, thankfully.) Here's some alternative wording. Tried to keep it as brief as possible and not sound scary.

By turning off automatic renewal, your domain, "mettaknots.com" will expire on July 28th, 2021. It's important to know that if your domain expires, there's no guarantee that you'll be able to get it back. It could become unavailable for purchase here or at any other domain registrar. To protect your domain, keep automatic renewal turned on. Or, renew your domain manually.

[ccwalburn]

Just to clarify...the verbiage I was suggesting changing was the verbiage on the buttons:

Change "I'll Keep It" to something like ""Keep auto-renew on"
Change "Confirm Cancellation" to something like "Turn auto-renew off"

[kristastevens]

Ah, ok. Thanks for clarifying, @ccwalburn.

I like "Keep auto-renewal on" for the first one and "Turn auto-renewal off" on the second. I think it helps clarify the choice being made.

I stand by my original suggestions for the copy. If you do decide to keep what you have, please be sure to replace the dash in that copy (-) with the em dash (—) for proper punctuation:

.....get it back — it could become....

[jordesign]

Thanks @kristastevens for the copy. As it turns out there are a few variations (depending on what product type the auto-renew is being toggled for. Would you mind please reviewing each of the other instances too?

The domain one which you already mentioned would be changed to:

'By canceling auto-renewal, your domain %(domain)s will expire on %(expiryDate)s. ' +
"Once your domain expires, there is no guarantee that you'll be able to get it back – " +
'it could become unavailable and be impossible to purchase here, or at any other domain registrar. ' +
'To avoid that, turn auto-renewal back on or manually renew your domain before the expiration date.'

The other instances we'd need to adjust as well are:

`By canceling auto-renewal, your %(planName)s plan for %(siteDomain)s will expire on %(expiryDate)s. ' +
"When it does, you'll lose access to key features you may be using on your site. " +
'To avoid that, turn auto-renewal back on or manually renew your plan before the expiration date.`

'By canceling auto-renewal, your %(planName)s plan for %(siteDomain)s will expire on %(expiryDate)s. ' +
'When it does, you will lose plugins, themes, design customizations, and possibly some content. ' +
'To avoid that, turn auto-renewal back on or manually renew your plan before the expiration date.'

'By canceling auto-renewal, your %(emailProductName)s subscription for %(domainName)s will expire on %(expiryDate)s. ' +
'After it expires, you will not be able to send and receive emails for this domain. ' +
'To avoid that, turn auto-renewal back on or manually renew your subscription before the expiration date.'

'By canceling auto-renewal, your %(productName)s subscription for %(siteDomain)s will expire on %(expiryDate)s. ' +
"When it does, you'll lose access to key features you may be using on your site. " +
'To avoid that, turn auto-renewal back on or manually renew your subscription before the expiration date.'

Thanks so much.

[kristastevens]

Hi @jordesign, happy to review! Here are some thoughts:

We have a repeated phrase, "When it does" in three of the four text blocks above. Suggest changing that to "When it expires" for clarity.

This text block gives me pause. I have a concern because it feels pretty scary:

'By canceling auto-renewal, your %(planName)s plan for %(siteDomain)s will expire on %(expiryDate)s. ' +
'When it does, you will lose plugins, themes, design customizations, and possibly some content. ' +
'To avoid that, turn auto-renewal back on or manually renew your plan before the expiration date.'

What I find troubling is "and possibly some content." We've always strongly maintained to users in marketing materials that that the user owns their content and that it's safe with us. (Our terms of service states that: "We don’t own your content, and you retain all ownership rights you have in the content you post to your website.") What sort of content might be lost in this instance?

[jordesign]

What I find troubling is "and possibly some content." We've always strongly maintained to users in marketing materials that that the user owns their content and that it's safe with us. (Our terms of service states that: "We don’t own your content, and you retain all ownership rights you have in the content you post to your website.") What sort of content might be lost in this instance?

This refers to Atomic sites when they expire. Initially any custom plugins and themes are deactivated on expiry (which impacts the display/access of content which is added by custom plugins - but doesn't remove it from the database). If the user re-upgrades and activates the plugins the content would still be there.

But eventually - if the site is not renewed - it would be reverted back to the point immediately before the first custom plugin/theme was installed.

@JoshuaGoode or @katiebethbrown might have a better idea of the timeframe in which that revert would automatically happen if the plan expires?

[katiebethbrown]

@JoshuaGoode or @katiebethbrown might have a better idea of the timeframe in which that revert would automatically happen if the plan expires?

We aren't actually reverting expired sites right now. They stay as Atomic without a plan (see p9o2xV-1gd-p2), with the plugins deactivated and any third-party or premium themes are switched back to a default free theme.

@jordesign is right - as long as the site remains Atomic there isn't any content less. Things may not look the same, but the content itself is all still there and the plugins and theme can be reactivated if they purchase a Business or eCommerce plan.

[kristastevens]

Thanks, that's helpful, @katiebethbrown!

@jordesign, for this instance, is it possible to be more specific about what the user will lose access to? If we can communicate more clearly what's at stake, we might be able to persuade the user to retain auto-renewal.

By canceling auto-renewal, your %(planName)s plan for %(siteDomain)s will expire on %(expiryDate)s. ' + "When it does, you'll lose access to key features you may be using on your site. " + 'To avoid that, turn auto-renewal back on or manually renew your plan before the expiration date.

The "send and receive emails" instance looks fine to me. For the one about plugins and themes, I suggest:

'By canceling auto-renewal, your %(planName)s plan for %(siteDomain)s will expire on %(expiryDate)s. ' + 'When it expires, plugins, themes, and design customizations will be deactivated. ' + 'To avoid that, turn auto-renewal back on or manually renew your plan before the expiration date.'

[jordesign]

By canceling auto-renewal, your %(planName)s plan for %(siteDomain)s will expire on %(expiryDate)s. ' + "When it does, you'll lose access to key features you may be using on your site. " + 'To avoid that, turn auto-renewal back on or manually renew your plan before the expiration date. is the default fallback phrasing for anything not specific in more detail - so I imagine that key features is kept deliberately open ended...

That wording for Atomic/Plugins is much better - thanks @kristastevens

[jordesign]

Have updated PR #50415 accordingly.