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I'm a little surprised at the reaction here. It's a service--like most other consumer subscription services--where if customers have to take action to keep the

I'm a little surprised at the reaction here. It's a service--like most other consumer subscription services--where if customers have to take action to keep their subscription going, you're more likely to lose those customers than if they only have to take action if they want to cancel. My belief is that (1) when people's cards expire, many people don't bother to update their card information in every single place they have a subscription and (2) most people who want to cancel will actually cancel and not just count on their card's expiration date to do it for them. Since we've had just one complaint in more than a year (on the order of 0.1% of number of charges we've made on past-expiration cards), I think my beliefs are justified. And charging for time spent writing email to or for a client and consulting on the phone sounds scummy to you?

JanezStupar 16y ago
Well like I said... If your customers are seeing it as a service, then it is fine. However I also believe that notifying your customers and warning them that their cards will expire or that their subscription renewal/cancellation is pending would be good form. Relying on revenue that will come in only if your customers "forget" to cancel their subscriptions is just bad business IMHO. You see I have learned in my life that going an extra mile bears an unfathomable premium - as long as your product is actually required. The same goes for emails and calls - If the email is a product itself (what they require of your services) then by all means - You're not supposed to work for free are you? But then again we don't say "I sold five emails today". Of course you bill your customer for email and phone, you price it into your hourly rate, product price... whatever. But you don't go out and show it to them on balance. Whatever you have gained in transparency - you have lost on the grounds of appearing cheap or tight. This too I see as bad form.

JanezStupar 16y ago

Well like I said... If your customers are seeing it as a service, then it is fine. However I also believe that notifying your customers and warning them that their cards will expire or that their subscription renewal/cancellation is pending would be good form. Relying on revenue that will come in only if your customers "forget" to cancel their subscriptions is just bad business IMHO. You see I have learned in my life that going an extra mile bears an unfathomable premium - as long as your product is actually required. The same goes for emails and calls - If the email is a product itself (what they require of your services) then by all means - You're not supposed to work for free are you? But then again we don't say "I sold five emails today". Of course you bill your customer for email and phone, you price it into your hourly rate, product price... whatever. But you don't go out and show it to them on balance. Whatever you have gained in transparency - you have lost on the grounds of appearing cheap or tight. This too I see as bad form.