6 {{ upvoteCount | shortNum }}
6 {{ upvoteCount | shortNum }}

How to Merchant Account Owners Avoid a 1%+ Complaint Rate?

by The Oilman
5 replies
this message has been deleted
#account #avoid #complaint #merchant #owners #page not found #raid
  • Profile picture of the author CmdrStidd
    You are correct in that many of those companies that have reccurring charges have a much higher rate of complaint than 1%, however, you have done everything you can possibly do to keep that rate down. Besides, did you have more than a 1% refund rate when you were with Paypoop er, ah, Paypal? What about with google throwup er, ah checkout? So why sweat the small stuff. You will do fine. Credit card companies have way more to do than to look and see if you have more than 1 out of 100 customers questioning the charge.
    {{ DiscussionBoard.errors[1175748].message }}
  • Profile picture of the author The Oilman
    Heheh thanks pal. Yeah I hate google checkout. What a horrible piece of junk.

    But I am not 100% positive you're correct (even though you said a great response).

    The 1% is not the REFUND rate. If the customer contacts me I'll refund them -- paypal/checkout OR merchant account.

    But the 1% is the fine line with merchant accounts in their REVERSALS. So, if more than 1% of people call their bank (without contacting me first) and their bank contacts my merchant account, people, then I am screwed.

    Anyone else have any feedback?
    {{ DiscussionBoard.errors[1176495].message }}
    • Profile picture of the author kevinpotts
      In my experience, if you are not dealing in what we all call "Forced" continuity and instead are clear that after the freebie they pay xxx$ per month, recurring, your complaints will be less than 1%.

      It's the "sneakiness" of forced continuity that presents the problem.

      Kevin
      Signature
      Tim Lowe & Kevin Potts Forum Is Finally Here
      {{ DiscussionBoard.errors[1176506].message }}
      • Profile picture of the author marciayudkin
        In my experience, if you are not dealing in what we all call "Forced" continuity and instead are clear that after the freebie they pay xxx$ per month, recurring, your complaints will be less than 1%.

        It's the "sneakiness" of forced continuity that presents the problem.
        I agree. In addition, it's also a matter of customer service and the relationship you have with your members. If it's a close, personal relationship - i.e., you actually get to know your members - then you should have next to no problems.

        The other thing that factors in is your customer service. I joined a continuity program the beginning of August. I didn't like the first mailing I received, so I asked to quit the program. I was told that the owner of the program was on vacation until the beginning of September and he would deal with it when he got back. Well, that was not satisfactory at all. That was outrageous! I told them I would register a complaint with everybody I could if they would not take care of it now, if I were charged again and had to seek a refund.

        If you operate your program like that, you will get many complaints.

        Marcia Yudkin
        Signature
        Check out Marcia Yudkin's No-Hype Marketing Academy for courses on copywriting, publicity, infomarketing, marketing plans, naming, and branding - not to mention the popular "Marketing for Introverts" course.
        {{ DiscussionBoard.errors[1176855].message }}
  • Profile picture of the author The Oilman
    Ok ok.

    Well I do not plan to DO THIS, but how do the guys who are NOT super clear with their autoship do it without getting aboove 1%?

    In other words, do they use special merchant accounts that allow above 1%?

    I guess as long as I have the domain visible in the checking statement, most people will visit the site first and communicate with me first.............
    {{ DiscussionBoard.errors[1176948].message }}

Trending Topics