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Hot take: cancel buttons are worse than no buttons at all
Last Tuesday at a co-working spot in Portland I tried to cancel a free trial and it took 47 minutes, four separate screens, a chat with a rep, and an email, when a simple "click here to cancel" on the first page would have done it, and I honestly think designers hide the cancel button on purpose and then act shocked when folks rage-quit the whole service; am I the only one who thinks a clear cancel path builds more trust than a sneaky one?
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troy_butler716d ago
Man, I gotta disagree here. A cancel button that's easy to find means people bail the second they hit one tiny snag, and half the time they come back a week later anyway after they cool off. I've run a few subscription things and the sweet spot is making it possible but not instant, like one extra click that asks if they want to pause instead. That 47 minute runaround is garbage and I'm with you there, but a big fat cancel button front and center just trains people to leave over nothing.
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