Cancellation and refund

Hi,

I have tried to find the information but failed to do so. If I cancel my subscription now will I get a refund for the remaining months? What will happen with the account, will it immediately cease to exist or will it be active for the remaining period?

Best regards

Robert

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Comments

Elizaveta Bogdanova

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.

Christopher Paulson

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"

Elizaveta Bogdanova

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.

Alex Cheung

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

Kristine Ren

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

Elizaveta Bogdanova

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 👍

Dana Sayre-Stanhope

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

Elizaveta Bogdanova

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

Rachel Naliaka

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.

Rohan V

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.

Victor Pino

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

Hi @Victor Pino 👋

Cancellations are processed through the support team to ensure the process is handled correctly and to address any customer concerns. Regarding the 30-day advance notice period, it is outlined in the Terms and conditions you agreed to when you subscribed. This allows us sufficient time to process the cancellation and adjust billing cycles. If you need further assistance, please feel free to get in touch with your Account Owner. Thank you.

Adrian Smith

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.

Basudha Sakshyarika

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.

Jacob Juracka

I need to cancel my account. Why is this impossible to find a cancel subscription button. That's quite a manipulative move. Won't be continuing this. Please cancel

Rohan V

Hi @Jacob Juracka, thanks for letting us know, and I'm sorry you're having trouble with this. I've asked one of our support experts to reach out to you directly to provide further assistance.

Celeste Miller

Yeah so I highly suggest that ANYONE thinking about using Wrike or has Wrike to keep the following things in mind when wanting to cancel:
1. They will auto-renew you with no warning and say "it is outlined in the Terms and conditions you agreed to when you subscribed" knowing very well that this is a great way to catch people in a contract for another year. Super slimy business practices.

2. You cannot cancel on the backend of Wrike you need to reach out to an account manager to do so and from all the reviews, it seems like they do the same thing. Take forever to respond in hopes that the 30 day window closes and you are locked in.

3. The customer service and support team? Awful with billing. Don't bother. Take it up with BBB, and find your Attorney General Consumer Complaint Inquiry Form for your state that you can file. Some states have protection against auto-renewals so I also suggest that you look into that.

If you see all this and you STILL somehow decide you want Wrike, tell them you don't want the auto-renewal on before signing that contract. Or right when you sign, then tell them you want to cancel for the following year and then decide if you want to keep using it later.

I was an advocate for Wrike with SO many of my clients (pretty large clients at that) and now will be telling them all to cancel and switch because as a business owner, my main priority are my customers and only align with businesses that feel the same.

Note to Wrike team: no need to respond with any of your generic responses from your response bank (I own a Marketing agency, our team literally does this, too.) Just know that I will be making sure everyone knows about the business practices you have in place.

Rohan V

Hi @Celeste Miller 👋

I’ve checked in with our internal team, and I understand that your subscription is no longer active and that the payment has already been resolved.

I’m sorry this situation wasn’t clearer earlier and appreciate you taking the time to raise it with us. I’ve also shared your feedback with our internal team so we can continue improving how we manage renewals, cancellations, and communication in situations like this.

Thank you for your patience and for taking the time to share your experience.