uk-netmarketing Archive (2011-2015)

Loads of useful feedback, thank you.
I looked at Recurly, it looks great through is expensive for us right now, it'll be cheaper to take the occasional hit from the banks refunding.
Thanks also re Stripe, I'll check that out.

We do send subscribers reminders 7 days ahead of renewal. 
When refund requests started coming in "because I never got an email", we changed the wording on the website to "as a courtesy, we send renewal reminders, however it remains your responsibility to manage your subscription preferences".

very best

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





On 7 Mar 2014, at 10:03, Christopher Johns <chris at aardvarklondon.com> wrote:

> Can you not simply send them an email 48 hours before their due renewal point? 
> 
> C
> 
> 
> -- 
> Christopher Johns
> Commercial Director
> Aardvark London Limited
> Nudge CRM Limited 
> 
> 
> 
> 
> 
> 
> On 6 Mar 2014, at 09:09, Neil Marshall <neil.marshall at mjpr.com> wrote:
> 
>> 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
>>> 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
>>> 
>>> 
>>> 
>>> 
>>> 
>>> 
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>> Chinwag Jobs is the leading specialist recruitment website for digital
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>> Arts, Kingston University as well as the majority of recruitment
>> agencies who place staff in the sector.
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>> own vacancies today.
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> ~~ Chinwag Jobs: Find your perfect new job or next team member ~~
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> Chinwag Jobs is the leading specialist recruitment website for digital
> roles in the UK. Used by major companies such as BBC, Electronic
> Arts, Kingston University as well as the majority of recruitment
> agencies who place staff in the sector.
> 
> Take a look through our listings or register to advertise your
> own vacancies today.
> 
>>> CHINWAG JOBS: http://jobs.chinwag.com
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> You're subscribed to uk-netmarketing to change your options or
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