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Interestingly enough, Mark/his customer brings up a valuable point, and one all webmasters and program owners alike should give serious consideration to.
SO MANY companies leave too much money on the table, both throwing it away from themselves and from their webmaster affiliates by NOT making it top priority to take care of their customers once they've received the initial sale.
To break it down simply: all customer service is, or Should Be, are MARKETING OPPORTUNITIES not only to do right by the customer, but to keep them as a lifetime member of your site and program. And this includes cancelling the member, refunding them if it's called for, and not trying to work them for every penny before they leave...because even those customers who left for whatever reason will come back if you take care of them appropriately (i.e. promptly, professionally and kindly). Because ya know what, most of your online colleagues are not taking good care of them, and thus, the customer will return to you and your site because you did.
It always amazes me that this concept is so simple, yet so many seem to forget it or not care...or maybe they are just not smart enough to have the right support mentalities to truly capitalize on making more money with their support departments.
I've been an adult site webmaster and program owner for over 11 years now; and I attribute my online success and longevity primarily to taking superior care of my customers. IF you are a true entrepreneur, you will take this concept, incorporate it into your business model and pick up the money that is being left on the table.
</cs rant>
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Adult Business Consultant since 1995 
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