We run an app with a yearly and monthly subscription. We have a great initial conversion rate, but a very high refund rate (10th-20th percentile). People are in general very happy about the product and we have 4.9 stars on the App Store. We are iOS exclusive.
I noticed a strange pattern that I’ve seen repeatedly. Users seem to cancel their trial, but then it converts anyway and they request a refund (understandably). I attached a screenshot of a typical flow before a refund.
What can be the reason for that? It is hurting out business.
We use Superwall as paywall provider, it’s a Flutter app, we integrated the RC customer center so users can cancel within the app via Settings. Our monthly refund rate sits between 2-4%. We also activated the setting that RC automatically advises Apple to grant the refund, since I don’t believe in forcing people to pay for something they don’t want.
Any hint is appreciated. Thanks!
