Customers trying to cancel their recent Microsoft 365 plan might see a totally bogus message which wrongly claims that a cancel and refund isn’t possible.
A thread on Microsoft ‘Answers’ includes a web page image from a customer trying to cancel Microsoft 365 Family. Microsoft had auto-renewed the plan but the customer didn’t want that.
Just three days after the unwanted renewal, the customer tried to cancel and got this totally misleading message.
“We can’t cancel your subscription
You’ve already paid for your Microsoft 365 Family subscription which expires automatically on 7/1/2012 “
This message is wrong, in at least two and probably three ways.
Microsoft’s refund policy
Microsoft’s own company policy allows for refund of a Microsoft 365 annual plan if requested within 30 days of purchase.
Based on that alone, the statement “ We can’t cancel … “ is wrong.
Consumer protection laws
Company policies never override the law. Many companies love to tell customers about some self-serving rule as if it’s the last word – but it’s not.
Check the consumer protection laws in your country. Those laws apply to any purchase made in that country and usually require a full refund in certain circumstances (product not suitable, not ‘fit for purpose’ etc.).
It’s quite possible that the customer is entitled to a refund, depending on local law.
“Expires Automatically” …
Those ending words “… subscription which expires automatically “ are also misleading.
The Microsoft 365 plan won’t expire on the date given, that’s the date for another automatic renewal.
Watch your Microsoft 365 expiry
Watch the expiry date on your Microsoft 365 plan. Microsoft might send a reminder email but it’s best for customers to add their own reminder see Simple way to save money on Microsoft 365 renewal – use Outlook!
If you DO want to renew, don’t let Microsoft auto-renew. Buy a discounted Microsoft 365 plan and extend your Office use for less.
DON’T want to renew? Cancel before the expiry date. Or remove all payment options so Microsoft has no way to charge automatically.