this is a chat between me and a product service
s: Hello! Welcome to xx support.
s: How are you doing today?
n: Hi, I want to stop my one year plan
n: nice
s: Okay, sure we will assist you.
s: Please allow me 1-2 minutes to review your account details.
n: ok, thank you
s: Welcome.
s: In meanwhile could you please help me with your xx to update your profile.
n: xx
s: Thank you for the information.
s: As you wish to cancel plan I need to transfer the chat to cancellation
team.
n: Ok, I wnat to cancel
s: One moment while I transfer you to the specialist that can assist you.
info: Please wait while we connect you to a representative.
info: You are now chatting with 'm'
m: Thank you for contacting xx membership services.
m: Hi
m: How are you doing today?
n: Hi, I want to cancel my 1 year plan
m: May I know the reason that why you wish to cancel the subscription?
n: because I don't need to use xx product in the next year, there's no
need xx next year
m: I would like to inform you that there are so many features to use the xx
plan.
m: It is the best in xx editing software that supports multiple xx and you
can start working by sharing xx directly through
m: the xx.
m: It can be used for simple xx, adding xx to more complex xx.
m: It is compatible with other software like xx, xx and you can use xx to
complete the xx in a
m: completely different application.
m: It is used by most professional xx to get the most out of xx and also
allows you to enhance the xx.
n: Thanks, my mind is firm to cancel the one year plan
m: I do understand but I would suggest you to keep the subscription to avoid
the early termination fee.
m: You can contact us to cancel the subscription at the end of the annual
commitment.
n: so the plan will not be auto continue without asking me, it'll ask me
whether I want to continue such as send a mial to me?
n: mial > mail
m: You will get the notification email prior month of the renewal.
m: so please let me know do you agree to keep the subscription to avoid the
early termination fee.
n: how much is the early termination fee?
m: Please let me check.
m: We appreciate your patience and apologize for the wait.
m: Early termination fee would be XXX TWD.
n: I see my continue order date is XX/11/2017, about 3 weeks later, suppose I
don't see the mail then, if I contact you on XX/11/2017, I can cancel without
paying termination fee right?
m: We appreciate your patience and apologize for the wait.
m: You can contact us to cancel the subscription after Jan 2018 and before
Feb 2018.
n: OK, thank you, I would keep the subscription now, and contact you after
Jan 2018 and before Feb 2018. I think I can end the chat
m: Thank you.
m: Your next billing date is X Nov 2017.
m:
m: I hope I am able to resolve your issue as per your satisfaction.
m: You are going to receive a customer satisfaction survey. I would
appreciate it if you fill it out.
n: I have one more quesiton
n: So if I don't do anything until 2018 Jan, I don't need to pay at 2017 Nov
and Dec , right?
m: You will be charged for your subscription because your subscription is
active.
m: Please complete your annual commitment and contact us to cancel the
subscription after Jan 2018 and before Feb 2018 then you will not be charged
further.
n: so if I cancel now I'll have to pay XXXTWD and no futher cahrge, and if I
cancel on 2018 Jan I'll need to pay at 2017 Nov and Dec that is XXXTWD right?
m: I would suggest you to utilize your money to use your subscription instead
of paying the early termination fee which you will pay for nothing.
n: Ok, I change my mind to cancel now though paying for nothing, please help
me cancel the plan, thank you.
m: Please let me check with my resources and see what best we can do for you.
m: We appreciate your patience and apologize for the wait.
m: As I have checked with my resources as per the exception we are canceling
the subscription and waiving off the early termination fee as per one time
goodwill gesture.
m: Are we still connected?
n: yes
m: Thank you for replying.
n: sorry my English is not reaaly good that I can't under stand this sentence
very well, is that just mean I need to pay XXXTWD termination fee?
m: No I have stopped the billing for your subscription and you will not be
charged further.
n: Ok, so my plan has been canceled right?
m: Yes.
m: I hope I am able to resolve your issue as per your satisfaction.
n: Thanks for your help, I think I can end the chat, appreciate for your help
again.