uk-netmarketing Archive (2011-2015)

We run a subscription business with exactly the same sort of issues.  
This is how we deal with them.

1. We, as you are considering, offer an expensive 'one off'
2. We make it clear all our services except for the 'one off' are 
subscription
3. Our initial order confirmation tells them the amount and date of the 
next payment
4. We send a notice out prior to the renewal fees being collected

 From these they have been notified many times and had many chances to 
cancel.

5. After the transaction has been processed, if they want a refund, 
while we are not legally obliged to, we will but we charge them £25 for 
it as it costs us, as it does you, to process.


On 16/01/2013 10:29, Caroline Bottomley wrote:
> hello Chinwaggers,
>
> We have renewing subscriptions on our site, eg £12.99 a month, 
> £41.9something for 6 months (=£ 6.99 per month).
> We spend a fair amount of time, maybe once or twice a week, refunding 
> customers who've realised the subscriptions are renewing and who want 
> a refund.
> It's bad customer care and it takes up time.
> So we've made it MUCH CLEARER when people sign up that they're 
> renewing subscriptions, plus we're about to introduce email reminders 
> before their renewal sub is taken from their bank account.
>
> Clearly renewing subs are the way to go as they sweep up all those 
> lovely customers who are on the fence, ie they don't mind the sub 
> going out of their bank account, even if they're not using the site 
> that much.
>
> However, to further serve people who get very annoyed by renewing 
> subscriptions and who only want a peek at Radar, I'm thinking of 
> offering a one month only subscription - but priced much higher, at £25.
>
> Any sage advice from people who've been here before or who have 
> opinions about these things?
>
> many thanks for any help, as ever
>
> Caroline
>
>
>
> Caroline Bottomley
> @radarmusicvideos <https://twitter.com/radarmusicvideo>
> facebook <http://www.facebook.com/RadarMusicVideos>
> RadarMusicVideos <http://www.radarmusicvideos.com/home>
>
> Radar:
> - Judges Silver Lovie Award in Music 2012
> - People's Lovie in Music 2012 (thank you)
> Ellis Bahl's Radar-made video:
> - Best Alternative Video, UKMVAs
> - Best 12 Videos of 2012, Vimeo
>
>
>
>
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