Thank you for reaching out. We have thousands of customers and make it our goal to provide responsive, personalized support to businesses around the world who entrust part of their eCommerce business to the seamless functioning of our plugin within the WooCommerce framework.
In regards to billing and subscriptions, we make it a priority to clearly communicate the terms and conditions for obtaining a WooCredits usage license. The three primary actions we have chosen to date are as follows.
First, during initial purchase, we clearly state on numerous areas of our site, including the home, cart, checkout and terms and conditions pages (which a customer must agree to prior to purchasing), that obtaining a WooCredits usage license is an annual subscription, and, that said subscription will automatically renew one year from purchase date, unless cancelled prior to renewal date.
Second, from the moment someone chooses to become a WooCredits customer, they are clearly presented with a method to cancel their subscription from within the My Account section of the WooCredits website.
Third and finally, our system automatically sends a renewal notice 30 days prior to renewal taking place, reminding customers of the renewal date, and providing a link to our website for those who wish to cancel prior to renewal date.
As a result, each WooCredits customer has full control over their initial subscription purchase and renewal. We have thousands of customers and respect each one’s agency, autonomy and subsequent decision making ability surrounding all aspects of their business, including which individual expenses they choose to defer or incur.
As a result, when a renewal takes place, we reasonably conclude the renewal is the deliberate choice by the customer to continue using our plugin. In the rare instance where the renewal results from customer oversight, we are happy to work with the customer to satisfactorily resolve the oversight in a manor favorable to the customer. We have been in contact directly with you via email on this front.
Again, thank you for reaching out. We wish you the best of luck in your future endeavors.
While we believe our current communication surrounding annual renewal is comprehensive and clear, we will examine all facets of our communication related to the annual licensing subscription, and make changes if we believe we can improve upon them.
Thank you and we hope you have a happy holiday season!
