[JP] Customize the Commercial Transactional Law contents for each client.
planned
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Misayo Hara
Current: Only store information is customized for each customer.
Required: Cancellation and Return policy also needs to be added as customizable fields as they may vary between stores.
Below Cancellation and Return policiy may vary depending on customers service scheme.
① Cancellation Fees
Customers can set up if they apply cancellation fees for early terminations. If cancellation fee is applicable, the Commercial Transactional Law page needs to include this information. If not applicable, this information should not appear on these store's Commercial Transactional Law pages.
② Return Policy
Since this is a B2B2C model, the seller is considered to be the store, and therefore, the store’s own return policy should originally be stated. For this reason, input and display of the return policy by each store is also mandatory.
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Tian Marchand
Misayo Hara
a. ok, I need more precision to see exactly where the sentence on the termination fee will appear, and how it will appear (if set up, otherwise corresponding details will not appear). Can you draft it for me and highlight it?
b. ok
c. yes, this is exactly what I wanted to check. To be able to add this on the transaction law page, the pre-requisite is to add a field on the ECP's account page. Will the return policy be a mandatory field? Everything that is in My Account is optional. What happens if it's not mandatory and it's not filled? And to confirm, we're talking about the return policy for the patient, knowing that the ECP return window remains 365 days in CT, correct? Also, this value will be dynamic and updates if the ECP updates this?
I don't believe customizing the return period is as important as the termination/cancellation fee display. It's not like you are asking all ECPs to push & align on a generous return period, to be able to make it a benefit you can widely communicate to patients to scale MARLO. This sounds like a nice to have for ECPs and not a blocker for pilot / national launch. So based on this, I am rejecting the requirement part on customizing returns.
This requirement is actually 4 features to implement:
- termination fee in transaction law doc
- add a field to customize return period for patients in ECP account
- add return period for patients in transaction law.
- make the return period a dynamic value for patients wherever it appears on the portal / emails
This and:
- locking the termination fee for smart
- adding the termination fee in checkout
- adding the price breakdown on the subscription details page + total subscription amount
- other UX/UI you want to push and are saying are priorities
Are actually quite a lot of additional requests which need realistic prioritisation. We don't have a weekly meeting this week, but please confirm the order of priority. We can also have a call.
d. you will need to tell us precisely what needs to show if it's a base subscription, smart subscription without a termination fee, and smart subscription with a termination fee.
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Tian Marchand
Just to confirm, since requirements evolved a bit since this thread:
- locking and adding the termination fee amount (or absence of termination) on the ECP/Patient and Transaction law are planned
- Allowing ECPs to optionally customize the return period and displaying on the Transaction law, as well as the patient portal/order confirmation email, are also planned
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Tian Marchand
updated the status to
planned
T
Tian Marchand
updated the status to
rejected
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Tian Marchand
Hi Misayo Hara, discussed with Eng about displaying the termination fee for each patient if there is any. This is actually quite complex to do as currently the Transaction Law is per ECP and not ECP AND patient level. This would require showing this for each patient individually, knowing that the number of patients is also dynamic. As:
- the termination fee is already planned to be locked for smart
- displayed in the ordering/checkout
- displayed in Your Subscription is Active email
- T&Cs / transaction law for you are meant to be simplified with support from IMG (btw IT will not show an exact amount in their patients' T&Cs)
I am rejecting this request. Thanks
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Misayo Hara
Tian Marchand
The value of the termination fee if stated clearly on the patient portal during subscription journey, and also states in the order confirmation e-mails, then there is no need to show the exact value on the commercial transactional law.
The legal requirement is that we need to clearly state that termination fee is there. No need to include a specific price.
Would it be less complex if the statement in the termination fee field does not include the actual price?
Also, the part that B2C return policy may vary between ECPs. Thus we were told to state the precise conditions set by ECP is required also from a legal standpoint.
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Tian Marchand
Misayo Hara thanks and agree with you. I understood the requirement was to explicitly say when there is or there is no termination fee, and when there is one, outline the amount, otherwise it cannot be charged if the user cancels. Is that still correct?
For the return period: if the requirement is now to allow ECP to customize it for all of their patients, I am happy to add this to the backlog. It will take a bit of time because we need to figure out: a) how to allow ECPs to input this value and b) reflect it anywhere needed.
Questions:
1) does it need to be a mandatory step? If they don't put a different value than what's already configured (I think it's 30 days for patients), would we default to 30? This would be my suggestion. And if it's not mandatory, it could sit in Account settings. But if it is, it should be part of onboarding, which already has many steps for ECPs.
2) what would happen if the ECP updates that value? Is the Market expectation that it instantly updates for patients?
3) I think that value should be displayed in patients' emails where return period is specified. It will naturally determine the period where self initiated return on the patient portal is available. Legally, do you really need it in the Transaction Law?
4) can the ECP put any value or is there a max?
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Tian Marchand
Thanks for clarifying Misayo Hara as you have now mentioned that the transaction law does not need to contain the termination fee amount anymore, and can be a generic statement. I will re-plan this.
Returns can be done later as more complex
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Tian Marchand
updated the status to
planned
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Tian Marchand
Misayo Hara, help me understand a bit better:
- currently the transaction law is not mentioning anything about subscription, since the Terms of Use do. And you want to add the termination fee (when set up by the ECP) for any fixed 6/12 months / smart subscription there?
- Can we simplify and mention there can be a fee in the Terms of Use, and refer to the exact amount that you requested to add in checkout?
- Also an ECP can choose to add/remove/edit a termination fee anytime, how would this be handled?
- Return policy - the current return policy includes that the ECP has the option to process a CL return within 365 days. I have always been told by your team that the ECP can either choose to accept or refuse to initiate a return when the patient brings the product in the practice: https://alconprod.atlassian.net/wiki/spaces/DHVCMS/pages/5130584490/MARLO+Int+l+Return+Refund+Process. Why is there a need to give a precise timeframe to the patient? Where do you expect them to input this information to start with?
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Misayo Hara
Tian Marchand Please hold this request, as there is another conversation going on to simplify the legal related contents between Japan Team and IMG.
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Tian Marchand
Misayo Hara ok perfect, thank you. In the meantime, the generic sentence on potential cancellation fee will remain. Let me know how this goes. Thanks
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Tian Marchand
Misayo Hara also messaged you, and in case, kind reminder on the above pleae. Thank you
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Misayo Hara
Tian Marchand Sorry about the delay. It was the User Guide / FAQ that is handled by IMG, according to the comment from Niloo.
This request for the commercial transactional law still stands. Asami added the subscription part on the commercial transactional law page, and it is legal teams requirement to clearly indicate that there is cancellation penalty fee. There are customers that do not set cancellation pentalty on the Smart plan, and also there are customers that enables Base plan only which do not need to mention penalty at all.
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Tian Marchand
Misayo Hara ok thanks:
1) so if there is one, you want a mention of the termination fee, can you indicate where exactly?
2) return policy, but where do ECPs input that value? I know it's set up as 365 days in CT. And likewise, where exactly would you expect this to be displayed on the transaction law?
Thanks
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Misayo Hara
Tian Marchand The commercial transactional law page is meant for consumers so it needs to contain the accurate information which for return and subscriptions the details vary between ECPs. Please see the attachment for where to make it customizable for ECPs.
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Tian Marchand
Misayo Hara: thanks, I can't figure out where it should be.
a. Is it in the sections where you added a purple mark?
b. Do you have the English version of this doc?
c. Also, I still don't get where and how the ECP would enter the return period, which will pull here.
d. it's the same discussion we've had on the termination fee: locked but dynamic. Is the intention to display the return period and termination fee specific to one patient?
I'm planning a placeholder in the meantime.
Please clarify, thanks
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Misayo Hara
Tian Marchand
a. Yes purple mark contains my comments in it but not visible on the uploaded file... Please see the screenshot.
b. We do not have the English Version as the website is only in Japanese language.
c. Yes, customers need to have a return policy field on their Account Details page.
d. The subscription part needs to show the descriptions about Smart only if the customer turns on Smart option. Same goes for the Base option.
If customer choose not to offer neither Base or Smart, the subscription part do not appear here at all.
The price can be fixed for patient specific, which appears on the patient portal during subscription journey (which is separately treated in another Canny).
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Tian Marchand
Misayo Hara
a. ok, I need more precision to see exactly where the sentence on the termination fee will appear, and how it will appear (if set up, otherwise corresponding details will not appear). Can you draft it for me and highlight it?
b. ok
c. yes, this is exactly what I wanted to check. To be able to add this on the transaction law page, the pre-requisite is to add a field on the ECP's account page. Will the return policy be a mandatory field? Everything that is in My Account is optional. What happens if it's not mandatory and it's not filled? And to confirm, we're talking about the return policy for the patient, knowing that the ECP return window remains 365 days in CT, correct? Also, this value will be dynamic and updates if the ECP updates this?
I don't believe customizing the return period is as important as the termination/cancellation fee display. It's not like you are asking all ECPs to push & align on a generous return period, to be able to make it a benefit you can widely communicate to patients to scale MARLO. This sounds like a nice to have for ECPs and not a blocker for pilot / national launch. So based on this, I am rejecting the requirement part on customizing returns.
This requirement is actually 4 features to implement:
- termination fee in transaction law doc
- add a field to customize return period for patients in ECP account
- add return period for patients in transaction law.
- make the return period a dynamic value for patients wherever it appears on the portal / emails
This and:
- locking the termination fee for smart
- adding the termination fee in checkout
- adding the price breakdown on the subscription details page + total subscription amount
- other UX/UI you want to push and are saying are priorities
Are actually quite a lot of additional requests which need realistic prioritisation. We don't have a weekly meeting this week, but please confirm the order of priority. We can also have a call.
d. you will need to tell us precisely what needs to show if it's a base subscription, smart subscription without a termination fee, and smart subscription with a termination fee.
T
Tian Marchand
Hi Misayo Hara, I have assessed this requirement further, and I don't think the return part is essential right now (see my comments above). I don't think this is a blocker for pilot/national launch. Therefore, I am rejecting this part of the requirement.
I will look into locking the termination fee to display it in the order/checkout flow and the Transaction Law doc. Kind reminder to clearly indicate where it should be on the Transaction Law doc. Btw, I guess you are generally explaining all subscription options possible and only the sentence on the termination fee will appear/be hidden based on if it's applicable. Can you confirm that?
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Tian Marchand
Misayo Hara can you check the above and confirm if it's still needed given that T&Cs (for you Transaction Law) are being simplified? I still need to discuss with Eng to see if that is possible, also knowing that this link is visible to any patient, even if they don't activate a subscription.