Checkout flow is confusing: causing users to upgrade their personal org by accident

[shellyvo]

What product do you want to improve?
Web application (Billing/upgrading module)

Is your feature request related to a problem? Please describe.
When a user goes to upgrade to a paid plan they are often accidentally upgrading their personal org, rather than their company's org. This makes the checkout flow seem broken and confuses users. There is no banner or text warning them that they are about to upgrade their personal org.

Describe the solution you'd like
A clear banner or pop-up stating:
"You're about to upgrade your personal org, would you like to upgrade xxxx org instead?"

Describe alternatives you've considered
Users are not aware of the drop down and even though their org is listed at the top of the checkout flow, this could be clearer/larger/stand out more.

Additional context
This is the most frequent billing issue for Codecov. Adding an extra confirmation step on which org they're upgrading will increase revenue by allowing orgs to upgrade on their first attempt, decrease refund requests, improve user experience, and lower the volume of support tickets related to billing issues.

• https://sentry.zendesk.com/agent/tickets/152858
• https://sentry.zendesk.com/agent/tickets/152728
• https://sentry.zendesk.com/agent/tickets/152355
• https://sentry.zendesk.com/agent/tickets/151571
• https://sentry.zendesk.com/agent/tickets/153765

[shellyvo]

Ticket here: https://sentry.zendesk.com/agent/tickets/152858

"I upgraded the wrong organization"

Feedback:

Upgrade should be on xxxxxxx not my personal organization.
The process is confusing and didn't know a plan was tied to an organization within Github. Also, I didn't notice the dropdown to switch organizations.

[shellyvo]

Ticket from yesterday: https://sentry.zendesk.com/agent/tickets/152728

"May have accidentally paid membership for the wrong org"

I have just purchased pro memberships for my team, and can now see our company's organization but it looks like I may have the membership associated to my personal github account's organization rather than the company organization which is called xxxxxxxx. Is there any way that this can be resolved for me please?

This was a mistake made because the company's github organization was not visible until after I had paid for the plan so I suspect this may have been because of a delay in the connection between github and codecov

[shellyvo]

Ticket from last week: https://sentry.zendesk.com/agent/tickets/152355

"Refund - xxxxxxx personal organization"

I have wrongly added Team plan under my personal "xxxxxxx personal organization", instead of my Org. I have cancelled the same and subscribed under my company "xxxxxx". Requtesting for refund which I have paid from personal account.

[shellyvo]

Ticket from end of April: https://sentry.zendesk.com/agent/tickets/151571

"Confusing UI led to wrong plan purchase"

Hello, I have an organization under my email xxxxxx called "xxxxxx", which we intend to start the sentry + codecov trial. However, the UI led me to purchase plan for my personal organization thinking that would cover the xxxxxxx.

[thomasrockhu-codecov]

@shellyvo, I've added this to our product backlog. For now, I don't think we'll be able to prioritize this for the next few quarters. How often does this happen in a quarter on average?