uk-netmarketing Archive (2011-2015)

Hi Caroline, 

 

I have no experience of running subscription sites but my advice would be to
refund. If you part company on a positive note, you’re more likely to get
the business back. Perhaps you could try re-soliciting the lapsed customers
in a few months with testimonials and a time limited offer? Keep the
prospects warm via social media and newsletters.

 

Cheers,

 

Paul 

Paul Lock

01453 873638

 <http://www.epicado.com/> http://www.epicado.com

small

 

Follow me on  <http://www.twitter.com/paulepicado> Twitter

Find us on <https://www.facebook.com/Epicado.web.marketing>  Facebook

Connect on  <http://www.linkedin.com/profile/view?id=189653&trk> Linked-in

 

 

 

From: uk-netmarketing-bounces at mm.chinwag.com
[mailto:uk-netmarketing-bounces at mm.chinwag.com] On Behalf Of Caroline
Bottomley
Sent: 26 August 2013 12:08
To: uk-netmarketing
Subject: [uk-netmarketing] Refund policy

 

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 <http://www.radarmusicvideos.com/home> 

twitter <https://twitter.com/radarmusicvideo> 

facebook <http://www.facebook.com/RadarMusicVideos> 

 

Radar connects labels and artists to professional music video directors
worldwide.

 

Radar Wins The Silver Lovie Award For Music
<https://www.peopleslovie.eu/#music-0>  - Honouring The Best Internet
Content

Radar Wins Best Music Start-Up
<http://4pt5.com/radar-music-videos-wins-the-music-4-5-pitch-competition/>
At The Music 4.5 Tech Pitch

'Radar, A Clever And Useful Website'
<http://blogs.telegraph.co.uk/culture/lucyjones/100062443/why-you-should-lis
ten-to-a-band-called-%E2%88%86/>  The Telegraph

 

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