How many times do you tell them?

3 replies
I've got a few sites with a continuity aspect attached.

In most of them there is talk of continuity in a video, the sales page mentions the continuity (with the price right there), and you can't check out on the order page without being shown that 'if you do not cancel the charge will be ____ per month...".

After all this I still get emails from people who have no clue that there was any recurring charge and they are upset and frustrated.

For those of you who have continuity, are there any of you who are able to NOT get these emails? If so what do you do?

I honestly don't know what to do short of shouting in the video "Before you watch this, I'm going to charge you every month if you don't cancel!" I think that could hurt my conversions though.

I'd be interested to hear what y'all do.

</rant>
#times
  • Profile picture of the author jstover77
    Banned
    My policy is to be upfront and honest from the start. Let them know right on the buy now in bold font that it is a recurring payment, and I always make them check off a TOS (can help with chargebacks). It may affect your conversion rate, but at least you can sleep better at night
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    • Profile picture of the author TyBrown
      Originally Posted by jstover77 View Post

      My policy is to be upfront and honest from the start. Let them know right on the buy now in bold font that it is a recurring payment, and I always make them check off a TOS (can help with chargebacks). It may affect your conversion rate, but at least you can sleep better at night
      Yikes, I sleep fine at night. Not sure what to infer from that comment...

      My point was that I am being up front and honest in mentioning it several times yet still have people who get angry.
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  • Profile picture of the author Zeus66
    I think it goes 'part and parcel' with operating a continuity model. You get the benefit of built-in repeat business, but the trade-off is a heftier customer service and complaint cost on the back end. It looks like you've done all that can be reasonably expected. Not sure there's much of anything you can do to head it off, short of sending out emails to everyone a couple of days before their due date. What a pain that would be!

    John
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