Update 15-day auto-renewal email with instructions on how to cancel
Problem
Current "upcoming auto-renewal" emails do not specifically mention how cancel the subscription so it does not auto-renew.
Additional context in https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/5619#note_1803192297.
Proposal
Update upcoming auto-renewal emails so it's clear to the customer how they can cancel the auto-renewal.
SM self-service email
Dear NAME,
We would like to inform you that your GitLab subscription A-S000XXXX is scheduled to be renewed on YYYY-MM-DD. The subscription will have a new term of 12 months after the current term ends.
We will charge your credit card ending in XXXX on 2023-09-26 for a total of $XX.xx (includes tax). If you update your usage between now and YYYY-MM-DD, your total may change. Learn more about preparing for renewal (https://docs.gitlab.com/ee/subscriptions/self_managed/#prepare-for-renewal-by-reviewing-your-account) and syncing subscription data (https://docs.gitlab.com/ee/subscriptions/self_managed/#sync-your-subscription-data-with-gitlab). Your subscription includes:
- Self-Managed - Premium - 1 Year: XX users x $XXX.xx per user
If you need to renew for less fewer users than specified above, please follow these instructions. If you would like to cancel this auto-renewal, please follow these instructions.
Please reach out if you have questions before YYYY-MM-DD and we’ll be happy to assist. You can contact support through this url: https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=3D360000071293
Thank you for your business!
GitLab Sales Support
SM sales assisted email
Dear NAME,
We would like to inform you that your GitLab subscription A-S000XXXX is scheduled to be renewed on YYYY-MM-DD. The subscription will have a new term of 12 months after the current term ends.
We will send you an invoice on YYYY-MM-DD for a total of $XX.xx (includes tax). If you update your usage between now and YYYY-MM-DD, the total may change. Learn more about preparing for renewal (https://docs.gitlab.com/ee/subscriptions/self_managed/#prepare-for-renewal-by-reviewing-your-account) and syncing subscription data (https://docs.gitlab.com/ee/subscriptions/self_managed/#sync-your-subscription-data-with-gitlab). Your subscription includes:
- Self-Managed - Premium - 1 Year: XX users x $XX.xx per user
If you need to renew for less fewer users than specified above, please follow these instructions. If you would like to cancel this auto-renewal, please follow these instructions.
Contact us if you have questions before YYYY-MM-DD, and we'll be happy to assist. You can contact support through this url: https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=3D360000071293
Thank you for your business!
GitLab Sales Support
SaaS self-service email
Dear NAME,
We would like to inform you that your GitLab subscription A-S000XXXX is scheduled to be renewed on YYYY-MM-DD. The subscription will have a new term of 12 months after the current term ends..
We will charge your credit card ending in XXXX for a total of $XX.xx (includes tax). If you increase your usage between now and YYYY-MM-DD, your total may increase.
Your subscription includes:
- SaaS - Premium - 1 Year: XX users x $XX.xx per user
If you need to renew for less fewer users than specified above, please follow these instructions. If you would like to cancel this auto-renewal, please follow these instructions.
Please reach out if you have questions before YYYY-MM-DD and we'll be happy to assist. You can contact support through this url: https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=3D360000071293
Thank you for your business!
GitLab Billing Team
SaaS sales assisted email
Dear NAME,
We would like to inform you that your GitLab subscription A-S000XXXX is scheduled to be renewed on YYYY-MM-DD. The subscription will have a new term of 12 months after the current term ends.
We will send you an invoice for a total of $XX.xx (includes tax). If you increase your usage between now and YYYY-MM-DD, the total may increase. Your subscription includes:
- SaaS - Premium - 1 Year: XX users x $XX.xx per user
If you need to renew for less fewer users than specified above, please follow these instructions. If you would like to cancel this auto-renewal, please follow these instructions.
Contact us if you have questions before YYYY-MM-DD, and we'll be happy to assist. You can contact support through this url: https://support.gitlab.com/hc/en-us/requests/new?ticket_form_id=3D360000071293
Thank you for your business!
GitLab Sales Support
Result
Customers will know how to cancel their subscription to prevent auto-renewal from happening.