How Not to Handle Cancel Requests

by 6 replies
8
I'm a member of a monthly online service and decided to cancel. Turns out there is no cancellation option in the members area. Instead a support request needs to be submitted for a manual review.

In response to my cancellation request - a couple days later - I was told essentially no and that I need to rethink my request. Then there was a sales pitch about how great the service is and that it will be getting better soon so that people feel like they get what they paid for.

Not the first time this has happened.

While no one ever wants to lose a subscriber, your goal should be to make cancellation as quick and easy as the initial subscription. Automated without intervention of the seller. Unconditionally made. While different membership software systems allow for different options, that should be your goal.

Otherwise, cranky customers tend to make complaints to government officials. Especially if they get billed in the meantime. Cranky attorneys are even worse.
#main internet marketing discussion forum #cancel #handle #requests
  • I had one where I had to send in a request to cancel like that.

    They came back with a reply that they would cancel my subscription, but they'd like to keep me as a customer and offered me a lower rate.

    I actually considered the offer, but didn't reply, thinking when they said they'd cancel my subscription, they'd, you know, cancel the subscription.

    So, I wasn't happy when they rebilled me, even though they did so at the lower rate they had offered me.

    Up to that point, I was still wavering on whether to accept the offer. But, after they took it upon themselves to accept their offer for me, they were toast.

    I sent them a strongly worded response and I am completely finished with them.
  • Yeah, that seems like a dumbass way to run a business.

    "I have you by the throat. You are going to keep giving me money, because I am bigger than you, and you cannot stop me."

    LOL

    It is amazing that someone thought that was a good idea.
  • Even though it is quite risky using PayPal to handle subscription payments when they get automatically cancelled if your account gets limited, at least you can cancel the profiles very easily without hassle.

    I refuse to sign up to any recurring charge program/membership that requires me to send a support ticket.

    Chris
    • [1] reply
    • Unfortunately, sometimes you don't find that out until after you've subscribed.
  • Sounds like calling one of those hidden re-bill companies.

    "Hi, I would like to cancel my apparent subscription to your service."
    "Are you sure about that?"
    "Yes I'm sure"
    "Well that is unfortunate! I mean did you USE the product? Wasn't it great?"
    "Yeah but I just don't want to be billed again and again! Please cancel!"
    "Are you SURE you used the product?"

    And around the merry go-round we go!
  • Thanks mate - that's comedy gold
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    How Not to Handle Cancel Requests

    I'm a member of a monthly online service and decided to cancel. Turns out there is no cancellation option in the members area. Instead a support request needs to be submitted for a manual review. In response to my cancellation request - a couple days later - I was told essentially no and that I need to rethink my request. Then there was a sales pitch about how great the service is and that it will be getting better soon so that people feel like they get what they paid for.