WP Simple Pay (and all Awesome Motive products) offer introductory discounts for the first year of a license subscription. The introductory price for a WP Simple Pay license is 50% of its renewal price. This is to encourage new customers to try the products, and this practice is common across different business industries (e.g., web hosting, auto insurance, cable TV).
Some customers, however, see the renewal price as an increase from the “normal” license fee rather than a return to the normal rate.
How to Respond
Before responding to the customer, it is helpful for us here at the support team to understand that, as described above, the prices of our license subscriptions are heavily discounted for the first year instead of being raised in subsequent years.
Secondly, we should be confident in the value of a license subscription. For example, with an active license subscription, the customer gets access to:
World-class support
We aim to respond to customers within 24 hours (during office hours on weekdays).
Internally, we strive to give customers the first reply to their ticket within an hour (also known as Time To First Response).
Our core values guide us to do our best when troubleshooting and responding to customers. Over the years, we have received positive feedback for the speed and quality of our customer support service.
New features, enhancements, and fixes
New features are released regularly to meet the needs and goals of customers and their users. The plugins receive regular updates and fixes, ensuring they work well for most sites and environments. Because of this, a customer gets a great deal of value over time with an active subscription.
Here are the common support questions and requests, and how to handle them:
Why is renewal so expensive?
When a customer asks about the cost of renewal compared to the introductory price, explain that renewal takes place at the full subscription fee.
Wants to cancel auto-renewal / refund
When appropriate, we can offer a partial refund to match the introductory discount. This is because customers can easily cancel and re-purchase a license at a discounted price. In some cases, however, customers may choose not to re-purchase and use another solution instead.
Here are the workflows to follow, depending on the stage where the customer is: