uk-netmarketing Archive (2011-2015)

Hi Caroline,

 

Just a thought but you could send an email a few weeks before renewal – it
may increase your lapse rate but I would have thought that it would put you
on the right side of the banks, those well known paragons of commercial
morality.

 

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
Sent: 04 March 2014 09:22
To: uk-netmarketing
Subject: [uk-netmarketing] Subscription problems

 

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 European  <https://www.peopleslovie.eu/#music-0>  Lovie Awards

Winner Best Music Start-Up
<http://4pt5.com/radar-music-videos-wins-the-music-4-5-pitch-competition/>
Music 4.5

Mailing list <http://eepurl.com/1Nzs>  - the business of music video

 

 

 

 

 

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