uk-netmarketing Archive (2011-2015)

Hi Caroline,

Yes, we're faced with this problem on an ongoing basis, too.

I look at it this way: Anyone that doesn't want 
to remain a subscriber, for whatever reason, has 
chosen to leave the service. I see no point in 
being concerned about scaring them off in the 
first place. If they don't want the service, 
that's their choice. What you can do is give them 
compelling reasons to remain with the service. 
Show them what they'll miss without the subscription.

Make the renewals information as clear as 
possible in the sign-up process, and at each 
point in time the renewal goes through. Explain 
that they can cancel at any time. Also, make it 
clear that, as a service, refunds are not 
granted. If you've made it clear, and they agree 
to it, the onus is on them. Additionally, make it 
very clear on how they can unsubscribe. Hiding 
this information will only annoy the person even 
more as they will feel they are being fooled. Be 
up front and clear about all the information they 
need to make their decisions. Put the key parts 
in a simple, bullet point list, with a link to 
the full T&Cs, and yes, put a check box to say 
they have read and agree to te T&Cs. I see no 
reason why not to have a check box, but, as I 
said, make it clear they can cancel at any time.

Of course, it won't stop the individuals that never read the T&Cs.

HTH

Neil

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At 09:21 04/03/2014, you wrote:
>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
><http://www.radarmusicvideos.com/home>Radar Music Videos
><https://twitter.com/radarmusicvideo>Twitter
>Radar connects labels and artists to talented 
>new music video directors worldwide
>Winner <https://www.peopleslovie.eu/#music-0>European  Lovie Awards
>Winner 
><http://4pt5.com/radar-music-videos-wins-the-music-4-5-pitch-competition/>Best 
>Music Start-Up Music 4.5
><http://eepurl.com/1Nzs>Mailing list - the business of music video
>
>
>
>
>
>
>
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