When users uninstall a marketplace app from monday.com, they see a message saying the subscription will be canceled:
This message appears to be the same for all apps, regardless of how the billing is handled.
This creates confusion in situations where apps are not billed through monday.com. Users may think that removing the app cancels their subscription, even if the subscription is managed directly through a third-party service. In these cases, uninstalling the app only removes it from the workspace. It does not stop any billing or cancel any external subscription.
The presence of a Cancel subscription button in the uninstall flow adds to the confusion. It gives the impression that billing will be stopped, even though monday.com is not involved in the subscription.
In our case, this has led to a number of support messages where users believed they canceled a subscription when they actually did not.
Suggestion:
monday.com should display a different message depending on whether the app is billed through monday.com or not. For apps not billed via monday.com, the uninstall flow should clearly state that it only removes the app from the workspace and does not affect billing. The Cancel subscription button should also be renamed to something like Remove app.