I offer recurring subscriptions to private content on my site. When users sign up, it clearly states that it is an ongoing, monthly subscription until the customer cancels (easy to do - just log in, go to account management from main menu, and click a button to cancel). However, there are times when I have customers emailing me saying they did not renew their subscription and were charged, and they want a refund for so many payments or whatever. I've been pretty lenient if it was only one payment, especially if it was a recent payment (last week or so), as I understand they may have missed the notice somehow. However, when people email wanting 2 months refund or something, I kind of feel like they are a month and a half behind on requesting the refund. Should it really take that long for them to realize it? Many people who monitor the credit card online should know within a few days. If they only get statements in the mail, then I feel it is their fault for not reading their statements each month. To me, it seems they should at least request a refund no later than a month after it occurred, as they should have received their statement. Does anyone have ideas on this or policies being used? I hate to sound mean when people request refund for multiple months and wish to provide good customer service, but at the same time I don't feel like I should provide refunds for multiple payments.
You have to either take someone else's TOS and stick to your policies, or hire a lawyer to write your own for you. You may end up getting chargebacks, but as long as they checked a box saying that they agree to these terms, I think you'll be fine. Hope that helps
If you show them that when they signed up to the contract they agreed to recurring payments, that should stop it legally. As far as making them happy, have a grace period or something (week or two) to notice it and ask for a refund. To fix it in the longterm, offer a one-time subscription option at signup.
You're nothing to lose here This is happend coz the client negligence of the TOS So you can opt for don't want to refund the client money
Well - if you do not refund the money you will likely get a chargeback... And if you get that chargeback you will not be able to win the chargeback - unless you have a card swipe. The best option is to keep it clear that it is monthly and if someone asks why they got charged - to refund them. If they contact a month after the charge you could treat each situation case by case. Rather than trying to find a way to make them unable to get their last month refunded - spend time on making sure they would want to continue your service.