uk-netmarketing Archive (2011-2015)

Hi Chinwaggers,

Blumming subscription problems! This is about people wanting refunds, saying they didn't realise their subscription renews.

We flag it up twice on the payment page.
It's stated on the account screen of all subscribers, with a link to unsubscribe.
It's in clear view on FAQs.

But STILL we have unhappy customers saying they didn't realise it would renew. Of course sometimes this is just to try and get out of it, but sometimes it'll be real.
We do refund, after deducting a £10 admin fee (thanks Chinwaggers for that tip :)

Our current problem is occasionally subscribers will raise the problem with their bank or paypal. Neither of whom seem to think our safeguards are enough.
I'm trying to find out what they do think is enough but expect that to be lengthy / a fruitless endeavour.

Has anyone else had this problem. Do you know what banks / paypal find acceptable?
Also, we're considering a tick box for users to confirm they understand this is a renewing subscription. Is this too heavy handed, would it scare people off?

Thanks for your thoughts and experiences

Caroline



Caroline Bottomley

Managing Director
Radar Music Videos
Twitter
Radar connects labels and artists to talented new music video directors worldwide
Winner European  Lovie Awards
Winner Best Music Start-Up Music 4.5
Mailing list - the business of music video





-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://mm.chinwag.com/cgi-bin/mailman/private/uk-netmarketing/attachments/20140304/bcb1076f/attachment.html>