We got this email today...
 

how would you respond to a letter like this one?

Hello Sal, Mike Riley here I
have suddenly become aware that you have been charging my Chase
credit card $29.95 a month for that last several months
I have not authorized these monthly charges. You can look back on my
account accesses and usages and clearly see that I have not
used the account for several months. I
did not intend to use the account after a month.
I have not used the account nor authorized you to just continue
billing me monthly "forever". Please credit my Chase credit account
account for all the months I have not used the account. I enjoy Little Mutt Immensly and plan to use you again.

However, I prefer to wait a period of time between
subscriptions until you freshen your images/materials before
subscribing again. Also,I'm a little puzzled as to why you don't automatically confirm
your monthly charges to your clients by email to be sure your clients
have in fact authorized the charge. This reconfirming practice seems
to me would be a much more secure method of insuring your clients are
in fact aware of the charges about to be billed to their card. It
seems to me, as is my case, that currently used procedure by most
reputable companies would insure a much higher level of customer
satisfaction thereby preventing and or eliminating a lot of
confusion, misunderstanding and ill will. It seems to
me you're way behind proper customer services billing curve. As they
say, I'm just a messenger don't shoot the messenger as it
accomplishes nothing. Thanks Mike Riley

Sounds to me like if you don't make him happy he will probably charge it back. I would send him the info on your site on the signup page or in the terms that shows billing recurs until canceled then offer him a deal. Maybe give him a partial refund and give him a few free months of access.

He actually has some good points there. No offense.

Yeah, I'd do the same thing Kane said. He was pretty damn nice in his email, especially after being rebilled a few times, even though it *was* his fault. I'd offer 25% back and 3 months free... but I would also verify his claims first, as far as if he's used the account or not.

Return the cash on the months he didn't use the account and sleep easy at night knowing that it's one less person who'll never buy porn online again.

Why did he address "refreshing images/materials"? Is the site not updated often or something? In that case, fair definitely is fair, especially in that case if the updates aren't happening as advertised or something. but, that may not be the case at all. I don't know you or what sites you have or how often you update. Just giving a rather blind opinion ;)

I don't think this is worth the headaches of keeping the $. Good chance to retain this person either with a deal but I would just credit back months unused.

thanks for the input! It definably sounds like a charge back waiting to happen. DG