So I was lining up all the ducks to launch my lesson series on 9th chords in December of 2024. One of the things I do is purchase my own product. I want to understand what, exactly, is my customer’s experience?
So I make a $49 purchase. Everything runs smooth as silk. But when the receipt shows up in my email, I had been charged $58.80!
What the hell is going on? I’m glad that was me and not one of my Site Members!
The download platform I use is Gumroad. So I start poking around in my account and discover that earlier this year, Gumroad launched a tipping function that enables customers to add a tip to their purchase. That’s all well and good - but the default tip amount is set at 20%!
If the customer wants to tip a different amount, or not at all, they have to press a button.
Well, if I missed that little “feature” - and I did - I would be pissed that I was charged $58.80 when I thought I was paying $49 - and I was.
Upon further investigation, I discovered I can’t change the default tip amount to zero and have the customer choose to tip, rather than choose not to tip.
So I turned off the tip function altogether, which had been set to “on” by default.
I’ve been very happy with Gumroad, but this little maneuver rubbed me the wrong way. It seems deceptive as well as dismissive of cultures where tipping is not customary.
Tipping is encouraged and is part of the culture in the U.S. but in many parts of the world it’s frowned upon.
For example: Australia, Belgium, China, Denmark, Estonia, Finland, France, Iceland, Italy, Malaysia, New Zealand, Paraguay, Singapore, Slovenia, Spain, Sweden, Switzerland, Vietnam.
It’s not customary to tip in Pakistan but is expected in India. I have many subscribers in both those countries. What should the default setting be?
In Japan and South Korea it’s actually considered an insult. I have subscribers in both those countries.
I have significant numbers of Site Members in most of these places. How would it appear to them if they missed that little button to opt out of a default tip of 20%?
Hey Gumroad!
Set the default tip at zero and let the customer decide if, and how much they’re going to tip. Let the customer opt in, rather than making them opt out!
Better yet, how about enabling the creator to set the default tip amount? That’s what I was looking for when I first discovered the default tip function.
Instead, you’ve made me turn the tipping function off altogether, which loses money for both of us.
Bad form, old boy!
I don’t want to do ANYTHING remotely deceptive or disrespectful when it comes to my business, my subscribers, my customers/students, or my pricing. Issues like this are like walking a tightrope between differing culturural norms.
I’ve had the mortifying experience of being in a different country with a completely different culture from my own and doing something culturally offensive and insensitive.
I definitely don’t want to do that with Master Guitar School - and Gumroad isn’t helping.
Heck, I’m culturally offensive and insensitive in my own culture on a regular basis; just ask my wife!
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Almost every lesson I teach presupposes it.
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