When setting up consumers on a continuity program (rebill, negative billing, and etc). Do we have to supply a 1-800 number for them to opt out. Or can we just have them do it through the site only or through e-mail?

Originally Posted by superaff1984

When setting up consumers on a continuity program (rebill, negative billing, and etc). Do we have to supply a 1-800 number for them to opt out. Or can we just have them do it through the site only or through e-mail?

If not too complicated why not give them all three options. I wouldn't use an 800 number though ...just use a Google Voice number attached to a voice mail.

JQ

Originally Posted by jonnyquest

If not too complicated why not give them all three options. I wouldn't use an 800 number though ...just use a Google Voice number attached to a voice mail.

JQ

Is this legal to do?

Originally Posted by superaff1984

Is this legal to do?

I think it is a matter of what you do with the information your customer sends you. Yes it is illegal if you don't stop the continuity payment.

If the customer opts out on the 2nd of the month are you going to bill them even though they don't have the full month of services? This is where good customer support comes in.

Don't know of any federal law that says you can't do any of the above, just good business practice to satisfy a customer. The more options the better when working online.

JQ

Originally Posted by jonnyquest

I think it is a matter of what you do with the information your customer sends you. Yes it is illegal if you don't stop the continuity payment.

If the customer opts out on the 2nd of the month are you going to bill them even though they don't have the full month of services? This is where good customer support comes in.

Don't know of any federal law that says you can't do any of the above, just good business practice to satisfy a customer. The more options the better when working online.

JQ

I totally agree with you on this one, JQ.

This is a matter of doing real business and working within an ethical and LEGAL point of view that will get someone into big trouble, real quick.

@op - just go through with it and offer them a CLEAR and PRESENT unsubscribe link. I built a custom script that I use in variations within my continuity service sites and simple have them use an unsubscribe option in their profile.

Mine is a simple process. I have them log into their account, go and click the unsubscribe option on their profile page. Then, to confirm that cancel option, I have them enter their email address and click a ' confirm ' button.

That activates a script that removes them from my merchant list and billing database attached to that specific site. It also works as a double un-optin, to prevent any user unsubscribing users they don't like at random, as well as to confirm that they REALLY want to cancel or hit the reset button to go back to their profile and void the script removing them.

I have customer service but, ALWAYS make the user use this access method because they have to volunteer to cancel, protecting me for saying they got booted from my services.

As for the return fee issue, to each their own but, I use the standard practice of giving until the 10th of the month to cancel before it is files as a full month of service and no refund for that given month. If they cancel a couple of days into the month, be cool about it and let them go and take their money with them. It is good customer service.