Hi,

One of our customer's credit card was charged automatically at the begining of her new billing period. Incidentally her email address in the profile was outdated and so she never got the invoice.

Now she sends an email saying that we charged her without her authorization and that she wanted to use another credit card in its place and that we should issue her a full refund and then she will pay us with another credit card. Tell me who's right. I could have not done any thing otherwise, because our control panel (H-sphere) is not designed to warn clients before their cards are charged.

What would you have done in a similar case?

Any feedback will be highly appreciated.

Thank you.

First, I would comply with the request.

Second, I would seek out a system that DOES let them know when they will be charged being sure to include these terms in their activation letters etc so they are agreed to ahead of time as well.

Third, I would push a bit harder in the area of ensuring client email addresses are correct and kept updated (probably the hardest part overall).

well how long has she been a customer so far?

is she trusfull from what you know of her?

I think you are right... She should of notified you that her email was outdated. If you trust her and she said she will pay with a diffrent credit card I would do it. (Dont want to get in a fight with a customer could bring bad news)

Customers are always right.. well most of the time.. Instead of losing a customer, it is worth the time and a little money to make the customer happy.

So make them happy!!

Thanks,
Adam

Technically you were right because it's her responsibility to notify you that her e-mail address changed.

However I agree with the others, just comply with her request to make her a happy customer.

I agree because that happy customer is going to tell someone else and get you another happy customer. :)

hmmm .... thank you all guys. It probably makes sense. I will give hera refund :)

I think I will now put a clause in the welcome email notifying the client that that as long as their credit card is on file with us it will be charged automatically at the begining of the new prios and if they want otherwise they need to notify us.

How would you guys phrase this notification? any ideas ... ?

Something as simple as:

Total Amount Due Monthly For This Service: $5.95
The monthly amount will automatically be debited from the credit card on file for this account on the XX day of each month unless otherwise agreed upon between "HostName" and "Client Name" prior to the debit.

Just look at your activation letters and credit card receipt emails and then play with the wording so that it flows nicely with whatever you already have.