# data[].attributes.body
Lindsey, I understand that you would like to cancel your subscription. In order to do it, follow these steps:

1.
2.
3.
4.

# data[].attributes.body
So, to fix the issue you need to follow the steps in the article: https://support.wix.com/en/article/canceling-a-wix-premium-plan

# data[].attributes.body
Expert: Please allow me 5 minutes to open your account and check the most recent charge.

User: ok

Expert: Great, I'll keep an eye on our chat the whole time in case you want to add any info :)

# data[].attributes.body
Expert: Allow me a couple of minutes to check your account on my end.

(several minutes later) User: Hello??

Expert: Thank you for waiting, I will need some more minutes to find the solution.

# data[].attributes.body
Expert: Ok, got it. I need to investigate this case on my end.

(several minutes later) User: Hello??

Expert: Yes, I'm here. Still checking…

# data[].attributes.body
The expert specified how much time they need to investigate the issue, replied in a timely manner to maintain the user’s engagement.

# data[].attributes.body
The expert replied without big delays, but didn't mention the exact time of absence.

# data[].attributes.body
The expert provided no exact time expectations, replied with significant delays making the user check the expert's presence in a chat.

# data[].attributes.body
The expert addressed the user by their name, customized the content taken from KB articles to suit the case, provided personalized screenshots/videos, referred to the topic of conversation, and was interested in the user's site/business goals.

# data[].attributes.body
You noticed the expert's attempts to personalize conversation from time to time.

# data[].attributes.body
The expert ignored the user's name, copied & pasted excerpts from articles with no vizualization, used SRs in every reply without customizing them.

# data[].attributes.body
The expert avoided any negative phrasing, shifted the focus to neutral/positive. The expert stayed polite when asking the user for additional info, as well as thanking them for clarification and waiting on hold. The expert started or supported a small talk with a user to set a friendly mood (when applicable).

# data[].attributes.body
The expert's replies sound polite but impartial. Doesn't consistently thank the user after a few holds.

# data[].attributes.body
The expert's replies sound too assertive, dry, too straightforward. You also noticed negative phrasing (I don't know / I can't / No, we cannot do that etc.) Not thanking the user after a hold.

# data[].attributes.body
They expressed compassion in response to the user’s confusion, language gap, slow pace. When needed, they showed admiration of their success.

# data[].attributes.body
You noticed the expert's attempt to express empathy, but they didn't look & sound organic in that conversation.

# data[].attributes.body
The expert's tone was too assertive / robotic / inert without empathetic phrases meant to support a concerned user.

# data[].attributes.body
Lindsey, I have thoroughly checked your account and can see that the renewal of your Google Workspace mailbox @stunningsite.com didn't go through due to the issue with your credit card.
Please don't worry though, I am here to help :)
To renew your mailbox as soon as possible, let's update your payment method. Please access your Payment methods page and I will guide you through + screenshot

# data[].attributes.body
Thank you for waiting, Jennifer. I have carefully checked your account and here is what I've found out. Back on Feb 25, the auto-renewal for your Premium subscription was still active, which caused the automatic charge. I’m afraid this condition won't let our billing system issue a refund.
What I will be happy to do for you is making sure auto-renewal for Premium is surely disabled, so you won't be bothered with it hereafter.

# data[].attributes.body
Jennifer, I took a look at your account, it looks like auto-renewal for your Premium Plan was still on, which caused the automatic charge. This condition won't let our billing system issue a refund.

# data[].attributes.body
So, I see that you didn’t turn off auto-renewal for your Premium Plan on time. Since it's against Wix billing policies, we cannot give you a refund.

# data[].attributes.body
Ok. I will check your account and get back to you with solution

# data[].attributes.body
Oh, really sorry to hear that. Yeah, sometimes our renewal emails don't reach the addressee, I agree. Let me see what I can do here.

# data[].attributes.body
Thank you for sharing your concerns with us. I know your frustration isn't easy to put into words. Please let me properly investigate what happened to your subscription, we'll fix it together.