uk-netmarketing Archive (2011-2015)

Hello All,

Another question for your collective wit:

We run on subscriptions - directors pay £12.99 a month or £40 for 6 months to access and pitch on music video briefs.
When they subscribe, it clearly says on-screen it is a renewing subscription and if they want to cancel the renewal, they can do that in the settings are of their account.
7 days before renewal, we send a reminder email with date of renewal, that we will be taking money from them and if they want to cancel, go to settings page.

We still get emails from directors asking very nicely if we would refund the payment just taken, they didn't realise it was renewing and that if we look at their account, we'll see they haven't logged in for xyz/ a long time.

At the moment, we say no refunds. I think we make it very clear and I think that's playing fair.
BUT
I know sometimes email don't always get through, even though our site logs show it left and even though they say it's not in their spam/junk filters.
And I worry that having a no refunds policy is not customer friendly.

Would it be better to take a hit on refunds (maybe £150-£300 a month) and benefit from the possible goodwill and maybe word of mouth we would get from making refunds within say 3 days of payment taken?

If there's anyone on here with wise words and /or experience of running subscription services I'd be grateful for your advice
thank you

Caroline





Caroline Bottomley
Managing Director
Radar
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Radar connects labels and artists to professional music video directors worldwide.

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