As the tip of the 12 months approaches, we’re getting ready to provide creators a preview of some main product upgrades we’re planning for 2022. However first, as a part of our dedication to constructing Patreon with creators and speaking persistently and transparently, we’d wish to share a deep dive into our ongoing explorations of patron billing.
There are not any adjustments rolling out anytime quickly, however we wish to offer you some perception into this matter and present how we’re interested by future plans.
TL;DR
Here’s a abstract of the details, however hold studying to the tip of the put up if you need all the main points.
- Our present first-of-the-month billing mannequin is a supply of confusion and frustration for a lot of creators and patrons. We’ve been exploring methods to enhance it.
- It’s the highest explanation for help tickets every month. For creators utilizing Cost up Entrance, patrons who enroll late within the month really feel they’ve been wrongly double charged after they’re charged once more on the primary.
- We’re gearing as much as check a possible resolution with a number of creators who’ve opted in. The answer we’re testing is a hybrid of the most effective issues about our present mannequin with some new options. (See extra particulars beneath.)
- We’re within the early levels and wish to hold you within the loop. We’ll share what we study and make enhancements earlier than inviting extra creators to check the brand new billing mannequin.
- Assuming the testing goes nicely, the following step could be to make this new billing mannequin non-compulsory in 2022. We’ll even be working with creators on discovering options to challenges that may stop them from opting in.
For the brief model, watch the video:
For the nitty gritty particulars, learn on…
We all know that our present first-of-the-month patron billing mannequin has been a supply of frustration for each creators and patrons. It’s hurting patron retention and belief, and we wish to enhance that.
The issues we’d like to resolve
Billing-related points (particularly confusion with first-of-the-month renewals) are the highest explanation for patron and creator assist requests to our help staff. For creators utilizing Cost up Entrance, patrons who enroll late within the month don’t perceive why they’re being charged once more on the primary. They count on Patreon to work like different subscriptions they’re used to that renew month-to-month on the identical date they signed up.
We see a whole lot of complaints about this each month from patrons. Listed below are only a few examples:
“I used to be overcharged $4. I purchased the membership on September 29th, and as anybody would count on, this could’ve been legitimate for a complete month, until October 29th. Nevertheless, I used to be charged once more on October 1st. It doesn’t make sense to be charged $Four for less than three days.”
“If I bought a month-to-month membership and acquired it right this moment on Oct 12 why am I being charged once more on Nov 1 and never Nov 12??”
“The entire thing of being charged for your entire month no matter what day within the month you subscribe is absolute BS.”
Creators typically inform us they don’t promote their Patreon the second half of each month to avoid wasting patrons the frustration of feeling double-charged. However this implies dropping out on alternatives to develop their group. And we see the proof in our information, as patron signups development downward towards the tip of the month.
“[Patreon] is my main enterprise, however I actually solely put it on the market throughout the first 6 or 7 days of the month. If we may promote 30 days a month, we’d have the ability to develop a lot sooner.”
– Dana Alexa
We additionally see extra cancelations than standard within the first week of each month, when patrons who signed up late the month get charged once more on the primary. Creators have annoyed patrons reaching out immediately for refunds and lose earnings and useful time they may in any other case spend creating.
“The way in which the system works now’s such a ache. I supply refunds to patrons that be part of on the finish of the month now, as a result of the system is simply not truthful for them.”
– Floortje from Artwork with Flo
As well as, our present billing mannequin makes it very troublesome for us to supply options like gifting and trial memberships, which creators have been requesting for years.
How creator suggestions is shaping our considering
To discover a path ahead, we’ve been gathering and weighing suggestions and researching options. We learn by way of help tickets and feedback on our discussion board, our official creator group Discord, Twitter, and Reddit. We did in-depth interviews with quite a lot of creators about how they run their memberships and ship advantages to study extra concerning the impacts of any potential billing change. We additionally examined completely different billing approaches and checkout flows with patrons and potential patrons.
In our seek for options, we explored anniversary billing, the place renewals occur on the identical day of the month you signed up. However that alone doesn’t resolve all the challenges with billing — and it presents some new ones.
First, we wish to make it possible for patrons who help a number of creators will solely obtain one invoice monthly — not a number of payments all through the month —to make budgeting simpler and to cut back fee charges for creators. We additionally wish to be sure that creators can proceed receiving one regular fee on the identical time every month, as they do now.
And we all know that some creators on Patreon have techniques for delivering advantages that depend on first-of-the-month billing, together with many visible artists, pin-of-the-month golf equipment or 3D mannequin printers. A change to billing would require them to make substantial adjustments to their companies that they’re nervous may trigger them to lose revenue. We’re going to spend time with these creators working by way of their challenges to see if we can assist resolve them.
A brand new billing mannequin and the way it will work
Based mostly on creator suggestions, we’ve began designing a hybrid billing mannequin that we consider might be a path ahead. The mission is within the analysis and testing levels and we’re nonetheless removed from rolling it out. We’re going to check it with a small group of creators earlier than the following step of an opt-in part for all creators.
Sooner or later, when you have been to choose into this mannequin, right here’s how it will work:
- Nothing would change in your current patrons. They’d proceed to be billed on the primary of every month.
- Patrons who’re subscribing to their first creator on Patreon would renew on the identical day of the month they signed up.
- Patrons of current creators, who subscribe to a brand new creator, would have all costs mixed into one month-to-month invoice on the day of their oldest current subscription.
- Creators would nonetheless have the ability to withdraw one month-to-month auto-payout, like at all times.
- There could be no enhance in fee processing charges and no further charges.
We’re exploring choices for prorating/discounting when a patron subscribes to a number of creators, and mixing their payments causes their renewal date to come back up earlier than they’ve had a full month. We all know that prorating for partial months will work nicely for some creators, and never others, so we’re going to check this additional and discuss to extra creators earlier than we resolve on the most effective path.
What’s subsequent?
We’re gearing as much as check drive an early model of hybrid billing in a pilot program with a handful of creators who’re excited to attempt it with us. Right here’s what they need to say:
“It is a dream come true. I believe we have now begged for this characteristic for the final 5 years on Patreon and would completely love love like to be part of testing it!!”
– Andy from Fantasy Footballers
“… hybrid billing merely means patrons truly get a full month, eradicating this whole quandary of late-month new subs and moved subs, and the variance of worth that comes together with that… there’s actually no purpose for us to not take part, because it solely helps our viewers in each conceivable approach.”
– Colin from Final Stand Media
“We get round 40 or 50 complaints each month from patrons who enroll in direction of the tip of the month after which get charged once more on the primary, so we’re actually trying ahead to an answer to this downside, and are pleased to be a part of the pilot check.”
– Rick from Blind Wave
We wish to begin with a really small group so we are able to check, study, and work out any points that come up earlier than we invite extra creators into the combination. The purpose of the pilot is to see whether or not a hybrid billing mannequin can resolve one of many prime patron ache factors, which results in higher patron satisfaction and retention. If it does, the following step could be to make it non-compulsory in 2022.
As we check and study, we’re retaining in thoughts creators who depend on first-of-the-month billing to ship advantages. We are going to work with these creators to know what improved instruments and sources they’d have to make this mannequin work.
Relaxation assured, nothing is altering anytime quickly, and we’re not going to hurry something that impacts all creators. We’re going to go away ample time to work with creators on an answer collectively.
Be taught extra and get entangled
We are going to hold you within the loop as we proceed to check and study. Right here’s how one can study extra and get entangled:
When you’ve got extra questions, see this FAQ.
If you wish to be part of the dialog about this matter with different creators and the Patreon employees who’re engaged on billing, see this channel in our creator group Discord. The channel will likely be open for Q&A till 2pm EST on November 23, 2021, when will probably be closed.
In case you’re inquisitive about being a part of the pilot, enroll to be notified after we’re opening it to extra creators.
In case you’re a creator who presently depends on first-of-the-month billing to ship advantages, enroll right here when you’d wish to be concerned in serving to us enhance profit supply instruments.
When you’ve got ideas on patron billing you wish to share with us, tell us right here.