[JP] Indicate Cancellation Fee on Consumer Portal During the Purchase Process
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Misayo Hara
Request: During the purchase process, when selecting a plan, the presence or absence of a cancellation fee and its details must be clearly shown.
The consumers need to be notified about the cancellation fee before comfirming subscription contracts, however with the current system this information appears only after the consumer select the termination on the portal.
The legal team advised that the customers cannot charge the consumers for cancellation fee as the system did not clearly indicate this penalty before the consumers contracted subscriptions. Before this being fixed, the cancellation fee feature cannot be used for a pilot launch.
T
Tian Marchand
Also, I've just double checked, the ECP could update the termination fee anytime, and whatever amount is the latest before a cancellation, that amount will be charged to confirm the cancellation. So in theory, displaying the termination fee will not be accurate, since this can be a dynamic value.
How about we say something like 'Fixed plans can incur a cancellation fee, please check the Terms of Use for more details'?
The thing is that they will see the exact amount when they request a cancellation, and before confirming.
T
Tian Marchand
Misayo Hara, currently, when a user selects a fixed 6-12 months / smart subscription, see below what they will see. This is before clicking on 'Pay & subscribe'. So you are requesting to say instead the exact amount if a termination fee is set up, and remove that sentence if there is none?
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Misayo Hara
Tian Marchand Legal team see "The thing is that they will see the exact amount when they request a cancellation, and before confirming." as an issue, and the legal requirement is to show the exact value before confirming to begin this contract.
Also the point you mentioned that this is a dynamic value is an issue, as the contracted price is fixed which should be the same case for the cancellation fee.
Already communicated to Ashish that dynamic value for cancellation is an issue and should be fixed during the contract period.
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Tian Marchand
Misayo Hara ok I see. Right now, the termination fee is dynamic indeed. If you want to lock it for smart 6/12 (same as product/subs discount price). Let us know the requirement.
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