Rise Science · B2C · sleep and energy app
Make canceling, refunds and plan changes easy before judging web tests
Without it, trial conversion looks falsely high and chargebacks pile up
Unknownpayments-checkoutcustomer-support
What they did
When selling on web you own what Apple handled: taking payment, cancellation, plan changes, refunds, customer support and chargebacks. Rise spent a lot of time polishing the whole billing journey up front rather than 'later', because without easy cancellation trial conversion looks inflated, users get upset, reviews suffer and card networks penalize you.
In their words
Sub Club by RevenueCat · Why Web Onboarding Should Sell The Problem, Instead Of The Solution – Leon Sasson, Rise Science“everything from taking the payment, to canceling your subscription, to changing plans, to requesting refunds, to the customer support, to potentially handling chargebacks, you have to get incredibly good at that as table stakes”
“So of course the trail conversion is high, but everyone is super upset at you because they don't have to cancel the subscription”
Related topics
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More from this episode
- Rise Science: Rebuild the app's onboarding as a web funnelDidn't work in two tries, 'not even close'; project parked
- Rise Science: On the web, help visitors see their problem before pitching the appFounder calls it super promising after hundreds of iterations; no numbers
- Rise Science: Test each ad in both web-funnel and app-install campaigns, separatelyAds that flopped for app installs sometimes win on web, and vice versa
- Rise Science: On the web, charge half price for the first month instead of a free trialTested better than free trials; ads stop finding people who cancel at once
- Rise Science: Push monthly and quarterly plans on the web instead of annualFounder says web needs different packaging; no numbers
- Rise Science: Build a separate web funnel for each ad's target personaEarly, interesting wins; not a big breakthrough yet