Cancellation and refund

Hi Robert Fedor! I'm sorry to hear you're planning to cancel your subscription! I'm going to raise a Support ticket for you now and one of the agents should be able to guide you through the process. 

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

We are no longer using Wrike, but the auto-renew was left on by mistake. As soon as the charge hit the CC I cancelled the subscription and requested a refund for the upcoming year. Their response is below. 

In short- I offered to pay for 30 days of service, which is their notice period, but they refused. Instead, they are charging us 2,976.00 USD for 12 months of service that we'll never use (we had annual auto-billing on).

This position is indefensible- I would never get away with treating customers like this my business. We work in construction and will likely need a new programme management tool again- will never use this product again on principle.

Steer clear of this product- if you must use Wrike for some reason, only contract for month-to-month billing. There is zero goodwill in the contract and no flexibility to accommodate smaller businesses for whom the fees are a meaningful expense.    

"Dear Christopher Paulson,
 
I am sorry to hear about your situation, but we have to adhere to the Terms of Services which are accepted by each customer upon registration (see https://learn.wrike.com/enterprise-wmsa/).

Please note that cancellation should be requested at least 30 days prior to the renewal date, otherwise, your subscription auto-renews and you are billed for the next period.
 
Also please note that we have no refund policy for unused periods (see https://learn.wrike.com/enterprise-wmsa/).
 
As much as I would love to help, your subscription has been auto-renewed and it is not possible to downgrade during the current billing cycle.
 
Thus, it can be set up for cancellation from Sep 16, 2023, the current period end.
 
Let me know if you have further questions.

Best Regards,

Nurlan

Billing Specialist"

Hi Christopher Paulson, thank you for posting your detailed feedback here!

I do understand your frustration and I see where you're coming from with this feedback. At the same time, as my colleague from the Billing team mentioned, we do have to adhere to the Terms of Services. Nevertheless, your feedback is noted and reported to our team, and we really appreciate you sharing it. 

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

Just do a charge back with your credit card company for services not received.

I would like to cancel the subscription, can anyone help me with that?

Hey Kristine Ren, we're sorry to see you go!

I've asked my colleagues from the Support team to reach out to you to help 👍

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

Hello

We no longer use Wrike and want to cancel our subscription however, I can find no instructions on your site to do so.  Please help

Hi Dana Sayre-Stanhope, welcome to the forums 👋 I've asked someone from our Support team to reach out to you about this 👍

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

we cancelled our subscription a day  after it  expired  however we are forced  to make payments for an annual subscription, apparently your team went ahead with a auto -renewal option without our consent.

Hi Rachel Naliaka, thank you for bringing the payment issue to our attention. I see that you are already in contact with our Support Team. I'd also suggest reaching out to your Account team at Wrike who take care of any subscription/payment questions. 

Rohan V Community Team at Wrike Wrike Product Manager Conosci le straordinarie funzionalità di Wrike e le best practices

Rohan V Wrike Team member Conosci le straordinarie funzionalità di Wrike e le best practices

It feels deceptive to learn that cancellations must be processed through the support team, with no option for clients to cancel directly from the subscription page. Is this even legal? Requiring a 30-day advance notice seems questionable. Thankfully, my credit card was lost, and they couldn’t charge me for another year

Rohan V Community Team at Wrike Wrike Product Manager Conosci le straordinarie funzionalità di Wrike e le best practices

Rohan V Wrike Team member Conosci le straordinarie funzionalità di Wrike e le best practices

We are now in the same situation, ie wanted to cancel (or at least significantly reduce my user count) but missed the window.

For every Wrike renewal I've done in last few years there has been a new (2 year) agreement that has been negotiated and signed via Docusign. This time there was no discussion, just an email that was sent three before renewal (when I was leave) and then an "order form" that was automatically generated the day before renewal, followed by an invoice.

While they might strictly be within the letter of the law with this practice I find it repugnant that they would treat customers like this - especially when I've been with them for over 10 years. 

Never again.

Hey Adrian Smith! 😊

I understand your frustration and see where you're coming from with your feedback. I noticed that you've already been in contact with our Support team, and I hope they were able to assist you. While I understand this isn't exactly what you were looking for, we do need to adhere to the Terms of Service agreed to when subscribed. I hope we can work towards restoring your confidence in us. Thank you for sharing your thoughts. 

Basudha Sakshyarika Community Team at Wrike Wrike Product Manager Conosci le straordinarie funzionalità di Wrike e le best practices

Basudha Sakshyarika Wrike Team member Conosci le straordinarie funzionalità di Wrike e le best practices