Had a long time client who was a reseller. He would use our services and mark up the pricing to his clients.

Well, one thing leads to another (as it always does) and he stopped paying on a few of these accounts.

As of now, he still has one last hosting account with us. But he still owes us money for the other accounts. He has constantly ignored requests for payment.

In the mail relay section in WHM I saw that he was communicating with another hosting company.

Suspend this account or not?

If I suspend, his website and emails go down.

Had a long time client who was a reseller. He would use our services and mark up the pricing to his clients.

Well, one thing leads to another (as it always does) and he stopped paying on a few of these accounts.

As of now, he still has one last hosting account with us. But he still owes us money for the other accounts. He has constantly ignored requests for payment.

In the mail relay section in WHM I saw that he was communicating with another hosting company.

Suspend this account or not?

If I suspend, his website and emails go down.

If he has ignored requests for payment, I would cut my losses and suspend his site. It sounds like you have gone "above and beyond" in giving him a chance to pay or at least explain what is going on.

Sounds like he's preparing to skip out. Long term client or no, non payment should be suspended to get their attention after a reasonable attempt to collect.

Non-payment is what it is no matter how long the client has been with you. I'd suspend the account, and fast.

In the mail relay section in WHM I saw that he was communicating with another hosting company.



You read his emails? :eek:

Regardless, if he's past due on payments...you should have suspended his accounts already.

--Tina

When a customer falls behind in payment for 1 account, I suspend all his accounts.

Even if he plans to leave (which is his option) he should still expect to pay for all services he contracted to pay.

Hello,

You are left no choice but to suspend him. Why give him more time? He feels like he can have the service for free, so he will continue doing so.

Perhaps when you suspend him and he's down, he'll pay you ;)

Hope this help !

You read his emails? :eek:

Regardless, if he's past due on payments...you should have suspended his accounts already.

--Tina

no, you cant read their emails!

look in whm under email then under relayers. youll see what i mean.

i guess i didnt explain this properly... he has a few accounts with us. only one is fully paid. the rest he dogged us and the sites no longer exist. is it right to suspend the "paid" site when he still owes so much for everything else! (and knowing that he is leaving!)

normally, i would just say take yer stuff and be gone with ya, but since he owes for the others.... and he is avoiding the payment issue (since DECEMBER!)

ps i just saw dacsofts response and so i guess dacsoft knows what i mean and thanks for that response!

Even though he owes on the other accounts, the active account, if paid in full, should not be suspended. Collection on the others is a separate matter. I don't think its ethical to use those as a reason to suspend an account that is paid in full.

However, depending on how much he owes, you can hire a collection agency. Trust me, one letter from them, and he'll pay the whole delinquent amount plus late fees. :-) (if he cares about his credit)

Even though he owes on the other accounts, the active account, if paid in full, should not be suspended. Collection on the others is a separate matter. I don't think its ethical to use those as a reason to suspend an account that is paid in full.

If they are seperate accounts and billed seperatly I would have to (almost) agree with this, it would be very tempting to suspend all of their accounts on the basis that they have outstanding bills......

All the accounts are under one billing account?

If an invoice in that account is unpaid, the account is overdue, and up for suspension.

Tough noogies if he complains. If he wanted them seporate, he should have set up different billing accounts for each. As long as it'a sll under one main account in billing, that account is what needs to be suspsneded, along with any services under the account that is non-payment status. :)

Give him phone call and suspend the account while he's on the phone that way it can be resolved straight away, or more clearly you know where you stand with regards is he moving host or not.

Suspend immediatly, backup his data and request payment of what he owes and see what he says

Why not contact your cusotmer by phone and directly ask him if he plans to pay? Tell him you have already gone past the grace period and you are simply calling as a curtesy before you click the "suspend" button.

If he says he will pay, then tell him you need payment within 1 day (I'm assuming by credit card) otherwise ALL his accounts will be suspended. One word of caution here.. be sure to get him to fax you his credit card and signature. (Be sure to protect yourself from possible chargeback.)

On a side note, this is one reason we are considering to move to consolidated monthly billing for each customer. (ie: All accounts for the customer are billed on the same day, so there's no confusion over what account is "paid" and what is "overdue", etc...)

yeah, we started consolidating billing 4 years ago. Much easier for us, and customers appreciate it too. Easier for them as well.

I would caution against getting a copy of the card and signature. You can ask for their signature on a separate document, but asking for a copy of a credit card could cost you your merchant account. I wouldn't suggest going that route.