Paysite owners: Do you cancel your members accounts when requested?
 

I started to ask myself how many of you actually cancel your members account for them when they send you an email request about it.
I'm not asking this to judge anyone, I'm just curious what others do?

I have always canceled my members accounts when they ask me to do, but sometimes I get emails like:
"cancel my account, if you don't I will go to the police"
I just...WTF? :-)

So that gave me an idea that many paysites out there does not cancel their members per request. So how common is this, or is it much unusual..is it worth it? :pimp

I most often tell them how to do it themselves, but if they have a good reason I'll do it for them lol

I get a lot of emails like "cancel this account now!" with no further details...or "please cancel all accounts I have with you" and again, no further details...
best though "cancel this account now or my brother, the attorney will come after you and take you to court"

I always cancel them when they ask me to do so.

But I have no doubt a lot of programs out there do not. A lot of members have been burned in the past and it shows.

We do it for them no matter what they say. We started when we had ibill to make sure they actually went thru and didnt stop doing it. We also ask why they are canceling because we wanted to do better and they give us insight.Sometimes its a lost my job or now I have a girlfriend or something on that site we could do better.

We always do it for them...

90% of the time, I always send them our support page so they can look up their membership. Most of the time members' are polite, but they don't tell you what billing company they signed up with or give you enough information to "easily" do it myself. If they're rude, I just delete the email. If I'm drunk, I usually laugh, and then delete the email. rotflol ;-)

I've never been threatened but I've had plenty of "please cancel my account" <nothing else> requests from AOL email addresses which don't match any memberships.

Sometimes when I reply and ask for more details I never hear back from them...

If you have enough info, you cancel it, no questions asked. It's not worth a chargeback. But if the idiot doesn't give you any info and his email doesn't match any accounts, you send him to the cancel page. It's not worth the extra $20, you may as well just get rid of the problem now. :2 cents:

:1orglaugh

yep :thumbsup
that happens

I promptly cancel them and then send them a confirmation email telling them how long they can still access the site before their membership expires. I also tell them how they can do it themselves next time in case they couldn't figure it out. Lastly I thank them for joining in the first place.

I believe customer service goes a long way and a few have taken the time to reply telling me how much they appreciate it. It seems to work as I get a lot that keep coming back :thumbsup

yep i cancel them myself, but always ask the reason later. Also double check with processor if it was done.

"But if the idiot doesn't give you any info and his email doesn't match any accounts"

Fucking hate that, just a waist of time, every day and it never stops! Always people like that!

Or those who cancel by them self and then also send you the cancellation request..without detailed information it takes you some time to find him and when you do you see that he already canceled LOL!

I always cancel it for them. I do ask for their reason for cancelling, but they don't usually respond. They're just happy to have the account closed, I guess. :(

What's the point of not cancelling customers on request? If you don't cancel him/her, you may just end up with a chargeback.

We always cancel our customers and send them the confirmation email with the date until their account is valid

Gotta do it pronto, otherwise you WILL notice a spike in chargebacks. But i agree, I direct them to the cancellation first using a canned response. However, ignore/delete those emails at your own peril.

Occasionally you have to email the customer back to get more information to locate the account, but yeah, definatly. If you don't, even from a pure biz propsective (not just what's right and wrong), you're pretty much just setting yourself up for a chargeback and putting your merch account at risk if you don't.

Yeah the No Info and Laywer one's are always a classic, fucking idiots.

We always cancel them, why bother risking the chargeback and the pain in the ass of them any further.

I love that one, the threat of legal action. I offer the best CS I can, always cancel people if they ask and offer any refunds that are even close to being reasonable, however the legal one is fun to respond to. Sometimes, I tell them that a legal proceedings exactly where I would like to go with it. I then put a fake attorneys name in the cc line. Pretty funny how fast people back down.

I don't do this often, however some people just need to be pushed back a bit. lol

I typically ask for more information as they rarely give you enough information and then I begin looking while I wait the email. If I can not find it via the email they first sent and they did not reply back to my email asking for the following:
Please provide any of the following information,
User name, Name used when you signed up, email address used when you signed up.

If I do not hear back from that email and could not locate them from original I sent a blanket self cancellation email, that shows steps, etc.

We always cancel them without any hassle. We have a lot of repeat customers so it doesn't make any sense to piss them off.

Mark

I believe in supporting users with a pre-emptive system; I delete them before they join.

Hopefully they have included enough info. Typically the AOL users do not. I then send them instructions and links on how to do it themselves.

I then cancel their account, and send them a copy of the cancel screen with the transaction I.D.

A lot of my members pop back up every 2-6 months on the sites. With that much repeat business. It's easier for me to help them the first time, and then explain to them how to do it themselves in the future.

I do not want a chargeback, and I want their repeat business.

:1orglaugh:1orglaugh:1orglaugh

We do it for them or point them in the right direction!

:1orglaugh:1orglaugh

:1orglaugh:1orglaugh

Always always cancel their account without a second thought. No exceptions.

Imagine if you tried to cancel your cell phone or your landscaper, and they didnt' do it. I'd be pissed.

Yup..of course we do. Many members and ex-members re-buy on another one of our sites and they are loyal to us.

I have a common customer service page for all my sites. There it provides links for the customers to cancel and instructs them to do it themself. That really helped cut down on the emails to me. I'd prefer they did it as then they know when it's done as no guarantee when I'll get the email and get it done for them. I do get emails from some customers who have problems cancelling and I take care of it for them.

A friend of mine who has an extremely large site says that he use to cancel when requested, but no longer does. He says he just ignores the emails about cancelling.

If they give me the information to cancel or send the request via the email address they used to sign up (very rare), then yes, of course. If I don't have the information to know which member they are, then I write them back with directions on how to cancel their account themself and tell them if they prefer I do it for them, what information I will need in order to do so for them.

But since all my sites have a very easy to see "Cancel Membership" link in the members area, I don't usually get requests.

Sure, I cancel them... I can't believe this is even a question. Then again, there's many shady mother fucker's in this biz, so nothing suprises me :2 cents:

If it's reasonable, sure like if they signed up the next day and they regret it. You gotta stay under the chargeback rate