[Biz Thread] What do you do with rebill declines?

[BradM]

When your rebills decline for various reasons - how do you contact the customer aside from email and get them to get back on the recurring program?

[BradM]

Bottom of second page. 0 replies. Meanwhile drama = mad busy.

[TheSenator]

Offer them a year subscription for three months up front.

[Renegade Jeff]

been working on this lately too...

I'm not sure contacting customer is a great idea. Better to find the best re-billing profile. Like: Hit the card on alternating days, again on a few billing anneversries, try hitting for 1/2 price, etc etc...

It helps to have a processor or gateway that will let you experiement easily with different profiles. Different strategies seem to work for different customer types and different sites.

It's rough out there these days.

[BradM]

Legally can you hit the card for alternate amounts jut to get a charge in?

[Renegade Jeff]

Originally Posted by BradM

Legally can you hit the card for alternate amounts jut to get a charge in?

As long as the ammt is less than your subscrip price it's my understanding that you can. I use a gateway provider with a long and respected track record and they have no issue with that at all.

If you miss some billing cycles you can't go back and hit them for those. But you can still re-start the billing if they haven't cancelled. (At least that's what I understand).

[robfantasy]

hey brad, good to see a real discussion on here about business..

you should have a call center call the declines ask what was the reason for the decline, and offer the solution to their problem to get them back into the program

ie,

too high cost = lower payment
too frequent no more money on card this month = change rebill date
poor quality product = offer them a chance to try it longer, send another product
not effective = give them tips on making it work, give them a sweeter deal to stay in

if all these fail, sell data to data brokers, mail other offers in same niche

[Renegade Jeff]

Originally Posted by robfantasy

you should have a call center call the declines ask what was the reason for the decline, and offer the solution to their problem to get them back into the program

You find people are OK with getting an unsolicited call from a porn site they joined? Have you had success with this? I'd be willing to try it if it has a track record of success. Are there services that specialize in this?

[collegeboobies]

keep rebilling them

[robfantasy]

Originally Posted by Renegade Jeff

You find people are OK with getting an unsolicited call from a porn site they joined? Have you had success with this? I'd be willing to try it if it has a track record of success. Are there services that specialize in this?

trust me, you are losing alot of money if you are too afraid to contact your customers.

in the end, every business boils down to one thing, LEAD GENERATION.

forget the product or service you are selling, think of it as getting the information of someone interested in something.

monetize it as much as possible by upselling, cross selling, everything you can to the lead you generated because you already know 1) they buy stuff w/ a credit card 2) they are interested in this type of stuff.

You shouldnt care whether or not they are "ok" with it, because you are in business to make money and generate as much money as possible from that lead.

its like being afraid to talk to a girl because of fear of rejection.. fuck that talk to as many as possible some will blow you off and some will bite, its all a numbers game.

but if you are too afraid to talk, you get no where =)

[Renegade Jeff]

Originally Posted by robfantasy

monetize it as much as possible by upselling, cross selling, everything you can to the lead you generated because you already know 1) they buy stuff w/ a credit card 2) they are interested in this type of stuff.

OK, so my processor handles my cust service phone calls, but they don't do this. Do you know who does? I'm willing to give it a shot.

[DrChango]

I don't know any way other than e-mail that would be a good way to contact a rebill decline, especially when there is a good chance they didn't re-up because their wife or girlfriend figured out they were paying for porn.

okay, joke time: alternate method of contact- dispatch hired goons to their home or office and beat them with their own shoes!

sorry, had to get that out of my system.
Yeah, so I don't think calling them or a physical letter would do because you don't want to threaten their privacy. I think other than an e-mail you are SOL.

[Renegade Jeff]

Originally Posted by DrChango

I don't know any way other than e-mail that would be a good way to contact a rebill decline

I run mobile sites, so I already have the mobile number of each decline.