Refunds and churn review

At what point should I stop asking for feedback regarding a merchant's decision to cancel?

As soon as the merchant indicates they prefer not to elaborate on their decision.

A merchant can satisfy the 'cancellation' prerequisite for a refund by either uninstalling the app or _____.

downgrading to the Free plan.

When a merchant provides a vague reason for leaving, such as 'it doesn't meet our needs', what specific follow-up approach should I take?

Explore the reason further with empathy to gather actionable context for product improvement.

To understand if a merchant is building an in-house solution or moving to a competitor, what specific question should I ask?

Are you planning to build your own solution, or did you find an alternative?

Why is it vital to persist respectfully when a merchant gives a generic reason for uninstallation?

Detailed feedback is incredibly valuable for a small company's continued product development.

What is the mandatory restriction regarding promising a refund to a merchant?

Never guarantee a refund before the internal team has reviewed the request.

Before a refund request can even be evaluated by the internal team, what action must the merchant complete?

The merchant must first cancel their subscription.

What must I do if a merchant requests a refund while their subscription is still active?

Advise them to cancel first, as the request cannot be escalated or reviewed until the subscription is inactive.

Which two specific tools are used to verify a merchant's subscription status before escalating a refund case?

Orbe Admin and Shopify Partners.

In the hierarchy of merchant assistance, what is the priority when a merchant expresses a desire to leave?

Retention always comes first.

If I am attempting to retain a merchant, what is the first step I should take to address their departure?

Understand their specific concerns and explore if there is any assistance we can provide to help them stay.

What is the required response when a merchant indicates their decision to cancel is final?

Respect the decision immediately and explain the next steps for cancellation and refund review.

How should I structure the explanation of the refund process to a merchant who has decided to leave?

Explain that the subscription must be cancelled as the first step before a refund can be reviewed.

The goal of the conversation during a cancellation or refund request is to remain helpful, transparent, and _____.

respectful.

Why is a 'generic answer' from a departing merchant considered insufficient for the internal team?

It does not provide actionable information required to improve the product.