We have lowered prices for extension access passes

Six weeks ago we introduced a new series of purchase options for Easy Digital Downloads called Passes. These passes were set up to allow store owners to gain access to a wide selection of extensions with a single purchase at a steeply discounted rate.

Along with granting access to many extensions in a single purchase, these passes result in just a single license key that is valid for every extension included in the pass. For most store owners, the passes are a superior option for purchasing Easy Digital Downloads extensions that leads to a better overall experience.

There was a problem, however, that we did not anticipate. Even though the combined value of the extensions in each pass far exceeded the price tag of the passes, the price tag was too high. The passes were priced as follows:

  • Personal Pass: $199
  • Extended Pass: $399
  • Professional Pass: $699
  • All Access Pass: $899

Our expectation and intent in creating the passes was for store owners to be able to purchase access to multiple individual extensions in a more economical way, but that’s not what happened. Instead, store owners continued to purchase only the individual extensions they needed because the price tags of the passes were still too high.

It is clear that we made a mistake in our pass pricing, and so today we’d like to apologize for that and announce new, lower prices.

The pass prices have been adjusted as follows:

  • Personal Pass: $99
  • Extended Pass: $199
  • Professional Pass: $299
  • All Access Pass: $499

After quietly testing the new pricing for two weeks, we are happy with the results and it’s clear that the lower prices are working the way we hoped, so we can confidently say the new prices are here to stay for the foreseeable future.

To learn more about what each of the passes give you, click over to our pricing page to view the full details of each option.

If you purchased a pass before the prices were lowered, we are retroactively adjusting your subscriptions so they renew at the lower prices and offering partial refunds for purchases made in the last 60 days. Here are the changes you will see regarding annual renewal amounts:

  • If you purchased the All Access Pass before June 19, 2018, your annual renewal will change from $899 to $499.
  • If you purchased the Professional Pass before June 19, 2018, your annual renewal will change from $699 to $299.
  • If you purchased the Extended Pass before June 19, 2018, your annual renewal will change from $399 to $199.
  • If you purchased the Personal Pass before June 19, 2018, your annual renewal will change from $199 to $99.

Customers whom purchased a pass between June 1 and August 1, are eligible to receive a refund equal to the difference of the purchased price and the new price. To receive a refund, please contact our support team. Note, the deadline to request a refund is August 15, 2018.

It is our goal to make digital eCommerce simple and pain free. While we are far from perfect, as this pricing mistake clearly indicates, we are dedicated to doing right by our customers. To each of you, we would like to extend our most sincere thanks for sticking with us as we work through these changes. If there are any questions or concerns, we are more than happy to address them in the comments below or through the support page.

Comments

That’s a really cool (and transparent) way of handling this sensitive issue.
Good job!

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I’m going to purchase the Extended Pass Oct 1st as that’s when some of my other licenses expire.

On the /pricing page it said extended pass was $16.58/mo but then on checkout it was $199

It would be cool if it did actually bill me monthly at that rate, just saying.

I love EDD thanks for being awesome

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You have caught us! We’re running an A/B test to determine how well monthly vs annual pricing works. Once we have the results of it, we’ll determine what kind of options to support. Appreciate the feedback and kind words!

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Moe Loubani

Even if people don’t buy monthly I think having a monthly price and then a discounted yearly price appeals to people’s eyes more than just seeing the yearly price all in one chunk like that. That way you pay the full price you would have paid before but it’s still like you’re getting a deal.

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That’s precisely what we’re testing 🙂

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I am in, if it’s monthly! Just sayin’

IDK if you were wrong, but it’s certainly a lower barrier to entry. I think it’s well worth the value. I’ve already made my money and then after getting the all access pass, it’s made my life WAY easier. ‘Preciate the lower price obviously 😛

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Fantastic! Thank you not only for great products but for the way you all run your business.

I’ve known for a long time that Pippin and the entire team are first class professionals.

If anyone needed any reinforcement I think they would be hard pressed to need anything more than this announcement.

Thank you.

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Robert Perry

Last November I purchased the All Access Pass for $607.50 and felt lucky I was getting a discount. Today I find out that it’s only going to cost $499. Couldn’t be happier. This is fantastic news.

Thanks.

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Terence Milbourn

Pippins Plugins, aka “Easy Digital Downloads”, apparently doesn’t give refunds, even though your software doesn’t work in specific circumstances, and you know it.

First, despite you writing articles on your blog to encourage *US* to offer refunds, I discovered you wouldn’t honor a refund on an All Access Pass.

Then I was told I should buy the individual items over time to get a guarantee on each purchase. But you would, of course, get more of my money this way, because buying and integrating all the parts of a system takes longer than 30 days, thus ~ in reality ~ you are still offering me no guarantee.

I wrote to Pippin who basically said, look, “either trust me and my reputation, or don’t buy”. Stupidly, as it turns out, I took him at his word and went ahead and started to build my site using his software.

Eventually, after long email discussions with Pippin it was obvious it wasn’t going to work for me, and he told me I would then have to buy custom programming, but still no refund was offered.

Then, just yesterday, I got an email from Pippin telling me they had realised they made a mistake and were cutting the price of the bundles in half, and refunds could be paid. But when I tried to claim a refund for half what I had paid, I was told that I couldn’t one because I was out of the timeframe for a guarantee, which is plain stupid, because, of course, as an All Access Pass customer, I don’t get a guarantee.

So, when I read in Pippins email “It is our goal to make digital eCommerce simple and pain free. While we are far from perfect, as this pricing mistake clearly indicates, we are dedicated to doing right by our customers.” I just wonder, why you don’t think you should “do the right thing” by me?

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Terence,

I really do not like to do this publicly but as you have come to our comment section and posted about this private discussion numerous times publicly, I’ll do the same and respond publicly.

Let’s first address the “either trust me and my reputation, or don’t buy” state you’ve claimed I made to you. At no point in any of our conversations have I ever said that to you. Here is exactly what I actually said to you in response to your demands that we change our refund policy so you would be more comfortable purchasing the All Access Pass:

I simply need to make it clear that the refund policy on the All Access Pass will not be changing in the near future, so if that change is required for you to feel good about your purchase, my recommendation is to shop elsewhere as we will not be able to satisfy you. We want all of our customers to have a good experience that makes them happy. Since our refund policy cannot do that for you, my recommendation is to not purchase it.

Trying to claim that I asked for blind trust and to trust me on my reputation is grossly dishonest and hyperbole to the fullest.

You have now claimed that we denied you a refund for some dishonest, vindictive, or shady reason. The actual reason we denied it was super simple: your purchase is significantly outside the refund window.

Your purchase of the All Access Pass was made on March 22, 2018. Our blog post here stated in very certain terms that we will honor all purchases within 60 days of the price change announcement and issue a partial refund equal to the price difference. That means purchases made between June 1 and August 1 were valid for partial refunds. Your purchase was made 71 days before June 1st.

You can come here and claim that we’re cheating you or that we’re making false promises on “doing right by our customers”. You can come here and blast me for being a lying scumbag. That’s all fine, I’m used to people using unreasonable behavior and saying mean things. The simple reality is that your purchase is more than two months outside of the refund window. I understand that it upsets you and you feel personally slighted, but the simple fact is your behavior is unreasonable.

In one of your emails to me, you said this:

You’ve always treated me fair in the past and I have no reason to think you wouldn’t do the same in the future.

You are right. I have always treated you fairly and I have always done exactly what I said I would do. What is unfair, however, is to come here and make statements claiming I said or offered things I didn’t. I stated very clearly what timeframes were honored for refunds and you ignored that.

Terence, I’m a reasonable person but I really dislike dealing with unreasonable behavior that makes life challenging for my team. Your behavior and combativeness is disrupting the well-being of my team. Continue this and you will find yourself no longer welcome here.

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Terence Milbourn

Just to be clear, I am not looking for a total refund, only a 50% refund since you just told me you overcharged me by a factor of 2x.

Terence.

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Terence Milbourn

OK, I get it Pippin. The software won’t do what I bought it to do. It took too long to find out, so it put me 10 days outside your refund window. And even though you admit to charging me 2x too much in the first place, I still don’t get even a 50% refund. You know its of no use to me, but you still want to keep my money? Well, if that’s the way you roll, you’re the one that has to live with yourself.

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It wasn’t 10 days past.

The All Access Pass was purchased on March 22 at 10:56PM.

Your first refund request was submitted on July 16, 2018 at 11:06AM. This was 86 days past the 30 day refund window.

Your second refund request was submitted on August 2nd, 2018 at 5:18AM.

It’s fine to not like my answer but at least use accurate numbers when making claims that we’ve treated you unfairly.

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Terence Milbourn

Just as a point of clarification.

I waited but didn’t get confirmation from you that it wouldn’t work until May …

`On Sun, 20 May 2018 at 04:25 Pippin Williamson wrote:
Terence,

Sorry for being slow here.

What you are describing is not currently in EDD nor RCP without custom development. Both platforms get you about 80% of the way there, but to get the last 20% you will need to hire a developer to build it for you.`

You then extended the guarantee period to 60 days, I did some further experimentation, and then made a refund request outside this extended period by 10 days.

Be that as it may, you knew it wouldn’t do what I had bought it to do, before you wrote to me on May 29th. I think the honorable thing would have been to offer me a refund then.

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