What Would You Do? Advertiser Issue.

5 replies
I had an advertiser (not naming any names) from one of my sites email me today and say that she didn't know I was still charging her for the ad and that it was supposed to only be for one month. She started it at the end of May so it has charged four times (once per month). It hasn't gotten to the payment date for this month yet.

Anyway, the ad is set up on a subscription and I thought that was very clear.

* Just above the payment button on my advertising page it says, "$XX per month"

* On the paypal payment page it says, "$XX USD for each month"

* It says at the bottom of my advertising page, "You can cancel your advertising subscription at any time..."

* Also, it states at the top of my advertising page that you should carefully read the page before making an advertising purchase.

On top of all that, it's fairly standard practice on sites that allow advertising for the ads to be set up on a subscription basis. From what I have seen that is far from being out of the ordinary.

Plus, this person isn't a newbie by any means, so I can't just chalk it up to an innocent newbie mistake. She's actually relatively well-known in the internet marketing world. So I would assume that she would know better. She might even be a warrior but I'm not sure about that.

Not to mention, wouldn't she have gotten notices of payment from paypal each month? I know I always do. Seems like she would have seen that a payment was coming out each month and checked to see what it was for.

She also stated in her email that she only received a few leads from the ad so it wasn't worth the amount she was paying each month. Okay, fair enough, but I never gave any promises or guarantees of results. In fact, it specifically states on my advertising page that I don't.

I cancelled her subscription and wrote her back stating a lot of the same stuff that I have stated in this post.

Now, to be fair, I will admit that she was very nice in her email. She didn't go crazy or demand a refund, or anything like that. But I have a strange feeling it's coming in the next round of emails, so I am preparing myself.

Basically I just want to get some feedback on what my fellow warriors would do in a situation like this?
#advertiser #issue
  • Profile picture of the author imgrind
    I've had this issue before. You served the impressions and sent her traffic. You're absolutely right she was emailed by PayPal when payments were going through. If I were you I'd tell her that it's been canceled but you cannot refund payment because the impressions have already been served. If she files a dispute with PayPal make sure to provide them with all the evidence (including the page where it says it's recurring) and you should be fine. Sometimes I really wonder if people should be allowed to use a computer.
    {{ DiscussionBoard.errors[4719251].message }}
  • Profile picture of the author Mitsakis
    i wouldn't give a refund. maybe she knew she was charged and now she is lying in order to get a refund.
    Signature
    .
    {{ DiscussionBoard.errors[4719259].message }}
  • Profile picture of the author Trent Brownrigg
    Well, as it turns out, she didn't end up complaining or asking for a refund. She was polite and admitted she made a mistake by not paying attention. I gave her another month of advertising for free because of the way she handled it. In my opinion she is a great person, a great customer, and knows how to handle business issues properly! I wish everyone was like that.
    Signature

    You can find internet marketing strategies, SEO consulting, and tons of business advice at BAM!

    {{ DiscussionBoard.errors[4732378].message }}
  • Profile picture of the author HeySal
    Good move, Trent. She might check stats she hasn't bothered looking at because of her oversight now and find that she wants to continue advertising. Maybe it's not working for her. Either way, you will have a connection that may use your services in the future if she does something that will make you a good resource. That's the kind of PR that keeps people in business and gets them valuable word of mouth advertising for ......*FREE*.
    Signature

    Sal
    When the Roads and Paths end, learn to guide yourself through the wilderness
    Beyond the Path

    {{ DiscussionBoard.errors[4732952].message }}
    • Profile picture of the author Kay King
      Well, as it turns out, she didn't end up complaining or asking for a refund. She was polite and admitted she made a mistake by not paying attention. I gave her another month of advertising for free because of the way she handled it. In my opinion she is a great person, a great customer, and knows how to handle business issues properly! I wish everyone was like that.
      Excellent solution - you both know how to handle business issues!
      Signature
      Saving one dog will not change the world -
      but the world will be forever changed for that one dog.
      {{ DiscussionBoard.errors[4732972].message }}

Trending Topics