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  1. #1

    * Payment Request (examples)

    Please, post here some examples of payment requests to customers with expired accounts.
    Our billing department sends a payment request message to customers with expired CC etc., but there are about 10% (or more) without any response. It seems that their email is configured to delete such messages...
    We are sending another request a week later etc. As a rule, we are keeping these accounts active for three months. I will appreciate any examples of such messages (first, second, final).

    Thanks in advance !
    CRAVIS
    Just Reliable Windows Hosting http://www.cravis.com

  2. #2
    Join Date
    Jul 2001
    Posts
    75
    How about "Pay up, we know where you live."

    Here are some from quickbooks:

    Friendly:

    Dear ____________,

    Just a friendly reminder that you have 1 overdue invoice(s), with an overdue balance of $_______. If you have any questions about the amount you owe, please give us a call and we’ll be happy to discuss it. If you’ve already sent your payment, please disregard this reminder.

    We appreciate your continuing business, and we look forward to hearing from you shortly.

    Sincerely,
    Semi-friendly but firm:

    Dear _________,

    Although we have contacted you about the outstanding balance on your account, we still have not heard from you. You have an outstanding balance of $________. The following invoices are overdue:

    Inv. No. Inv. Date Due Date Inv. Amount Balance
    11 02/01/2002 02/28/2002 $______ $________


    If you have already sent payment in full, we ask that you call and let us know. Otherwise, please call me to discuss what you plan to do to settle your account.

    Thank you for your prompt attention to this matter.

    Sincerely,
    And firm:

    Dear _________,

    The following invoices are long overdue:

    Inv. No. Inv. Date Due Date Inv. Amount Balance
    11 02/01/2002 02/28/2002 $_____ $_____


    Please contact us immediately regarding this situation.

    Unless we hear from you in seven days, we will turn your account over to our collection agency. Obviously, this would have a detrimental effect on your credit rating.

    We must hear from you soon or be forced to take action. Please send your payment in full or call us to discuss the matter.

    Sincerely,

    Hope that helps.

  3. #3

    Thumbs up 10X

    Thanks Jarrod !

    I will use the examples (probably except the final one ). Deleting the account is enough for now
    CRAVIS
    Just Reliable Windows Hosting http://www.cravis.com

  4. #4
    Join Date
    Mar 2002
    Location
    Petrosani - Romania
    Posts
    81

    * Suspend more quickly !!!

    3 months ??? too much.
    try suspending them for one day after one week then permanently after 2 weeks then delete after one month.

    Don't let them treat you as a nice guy who don't care. Also put warnings on payment center, control center , support, forums ...

    Just look not

  5. #5
    Join Date
    Apr 2000
    Location
    USA
    Posts
    443
    Hi,
    If your messages are bouncing back to you, then email them personally, and tell them that your emails from billing are being rejected. They need to contact you ASAP.

    If you don't hear back from them, defanately suspend their site. I wouldn't give them more than 2 weeks after due. 3 months is just letting them walk on you.. must be intentional if they are bouncing your billing notes.

    It's good to be nice, but they know and expect you to run a business. You can't do that if people don't pay for 3 months.

    Good luck,
    Tim L
    Superior Host LLC - Quality Web Hosting since 1998
    We really do support you like no other
    Secure, ultra reliable hosting
    Website Maintenace Plans and a Personal Level of Support

  6. #6
    Join Date
    Nov 2001
    Location
    Ann Arbor, MI
    Posts
    2,978
    We send this on the 1st and 15th of the month their card is set to expire:

    Code:
    To: \05
    From: Bitserve Systems <support@bitserve.com>
    Subject: Please Update Your Billing Information
    
    Bitserve Systems
    P.O.Box 7661
    Ann Arbor, MI 48107-7661
    734-998-1026
    http://www.bitserve.com
    
    Account: \16
    
    The credit card that we have on file for you expires this 
    month. Since you haven't provided us new billing information 
    yet, we thought we'd remind you to please provide us with 
    updated billing information by the first of the month to 
    avoid any billing problems with your account.
    
    You can submit new billing info at:
    
    Secure: https://www.bitserve.net/newcard.html
    
    Thank you.
    Even though we can usually process a card that has expired, we don't. On the first, they don't get billed, if they haven't provided a new expiration date. They get this instead:

    Code:
    To: \05
    From: Bitserve Systems <support@bitserve.com>
    Subject: URGENT - Billing Statement: \57
    
    Bitserve Systems
    P.O.Box 7661
    Ann Arbor, MI 48107-7661
    734-998-1026
    http://www.bitserve.com
    
    Ticket#: \57
    
    Account: \16             
    
     \56-01 \51-01 For Services
     \56-00 \51-00 For Processing Fee
    
                \53 Balance
    
    Your credit card has expired, please provide another
    method of payment by the 15th of this month to ensure 
    that your account is not suspended.
    
    You can submit new billing info at:
    
    Secure: https://www.bitserve.net/newcard.html
    
    Thank you.
    It only goes downhill from there.
    -Mark Adams
    www.bitserve.com - Secure Michigan web hosting for your business.
    Only host still offering a full money back uptime guarantee and prorated refunds.
    Offering advanced server management and security incident response!

  7. #7

    Thanks

    Mike,
    Thanks for your examples !
    (Off-topic : who is your merchant account provider ? We are using revecom, but it is time to move to merchant acct.)

    Tin and decebal,
    Yes, I agree with you. 3 months are a lot of time and expenses. Of couse I prefer to lose some bandwidth and disk space than a customer, and 3 months was not a problem till now but...
    Probably 1 month with 3 notices is enough... Uh... We are just trying to be and not ...
    CRAVIS
    Just Reliable Windows Hosting http://www.cravis.com

  8. #8
    Join Date
    Sep 2000
    Posts
    368

    *

    we learned our lessons re this subject the hard way however we now simnply copy what the BIG BOYS do.

    send an email kindly requesting the return to our secure area to update their cc.

    if the email bounces immediate suspension
    if they dont reply within 24 hrs - suspension.
    amazing how fast suspension gets results and how an email only gets nothing, unless its a reseller.

    no reply within 3 weeks after suspension, wipe the account off server.
    want it restored from backup, $30 non negoitable

    ZERO TOLERANCE!!
    after all go to burger king a try to get a combo without first paying--- no go.

    its your biz do what you want, we were once kind and hand holding and understanding, that got us no where fast..

  9. #9

    Expire notification

    Hello ,

    Would you please send some sample/example emails for "expire notification " ?

    Thank you

  10. #10
    Join Date
    Apr 2009
    Location
    New York City
    Posts
    4,535
    Thanks for sharing the emails, I was looking into this and setting up custom email templates with these subjects.

  11. #11
    Join Date
    Sep 2005
    Location
    New Delhi (india)
    Posts
    112
    here all are talking about who donot pay for the service, and what you thing, should do with chargebacks ? announcing an additional fee on chargeback just not help.

    I think it is always a win-win situation, if you allow your customer to contact you in any situation and get help, yes, there should be restriction on number of time you can help in the same financial matter.
    Gineey - JodoHost.com
    Windows VPS, HSphere Reseller, ASP.NET, ColdFusion & more!
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