Feature Request: Self-service Plan Downgrades

[jordesign]

What

Allow users to downgrade their site to a lower plan (instead of only being able to cancel outright)

Why

This is raised as the NMIT from Happiness for February 2025 after surveying all teams.
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Customers are currently required to contact Support for assistance with this process which is both a poor Customer Experience and an additional load on the support team.

How

• Users should be able to initiate a downgrade of their plan.
• If lossless revert (from Atomic to Simple) is needed then this should be communicated and handled automatically.
• Any billing changes/adjustments should be communicated and handled automatically
• Communication about the implications and completion of the downgrade process should be clearly communicated to the user.

Connecting Dots:

• Seamless Downgrade Process via Plan Management #88980 is related and includes 31 related customer interactions.
• Further investigation has been done recently by Shilling: https://github.com/Automattic/payments-shilling/issues/560

[Robertght]

I also found this similar report: #88980

@Automattic/nomado can this be handled by your team?

[dzver]

I'll look into it with the intent to pick it and assign it to Decepticons.

[Lochlaer]

@jordesign Hey there! Can you please add the link to the NMT post to the issue description above? TIA!