"We're sad to see you go" message scares people because it says, "all Foo App data will be deleted immediately"

We have a customer who opened a case with us because when they tried to delete our app this Confluence message frightened them:

The scary part is “all ‘Copy Page Tree Cloud’ data will be deleted immediately”. For our app, that is not true. In addition, we probably wouldn’t use language like “If you choose to reactivate… the price may change from what you are paying today…”.

I’m new to the team I’m working on but I’m told this issue has been raised with Atlassian before (vendors want to customize this message for their app(s)).

If there is an existing issue in Jira can someone throw a link in here? If not, can we get some action on it? I think that it causes a negative experience for customers who are already going down a path we’d prefer they don’t go down. It not only causes support cases for us, it decreases the chances of getting them back if they are leaving (imo).



Duuuuuude. I got ANOTHER support case for this issue today.

I guess I’ll write a KB article that I can pass out to my customers. When they uninstall my app and see that confirmation dialog they believe that my company composed that nasty message and that we are holding their data hostage and they open a support case and I spend dollars trying to comfort a customer I’ve already lost. Frustrating all around.

It is embarrassing.

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Well its not just not the inconsistenty at the customer support case but Atlassian is stating pretty clearly that something is happening that might not happen(Ie atlassian is saying that the vendor will immediately delete the data). @WarrenChen - would it be possible to get some guidance on what the vendors should be doing?

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I’ve opened a help desk ticket AMKTHELP-25431 for this.

It’s a small issue, but also very easy to fix. The easiest fix: get rid of all the stuff that does not apply in very case and get rid of the stuff that threatens customers with a possible price increase if they change their minds later.

A more advanced fix is more difficult: provide a mechanism for vendors to customize the dialog.

For now, go with the simple fix.

Here is what the confirmation dialog would say if I wrote it:
We’re sad to see you go.
Your users will no longer have access to Copy Page Tree Cloud
We would love to hear your feedback, positive or negative.