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  #1  
Old
Junior Guru Wannabe
 
Join Date: Apr 2001
Posts: 54
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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 !

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

Here are some from quickbooks:

Friendly:

Quote:
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:

Quote:
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:

Quote:
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  
Old
Junior Guru Wannabe
 
Join Date: Apr 2001
Posts: 54
Thumbs up 10X

Thanks Jarrod !

I will use the examples (probably except the final one ). Deleting the account is enough for now

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  #4  
Old
Junior Guru Wannabe
 
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  
Old
Aspiring Evangelist
 
Join Date: Apr 2000
Location: USA
Posts: 442
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

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  #6  
Old
Web Hosting Master
 
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.

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  #7  
Old
Junior Guru Wannabe
 
Join Date: Apr 2001
Posts: 54
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 ...

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  #8  
Old
Aspiring Evangelist
 
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  
Old
WHT Addict
 
Join Date: Aug 2009
Posts: 100
Expire notification

Hello ,

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

Thank you

  #10  
Old
Web Hosting Master
 
Join Date: Apr 2009
Location: New York City
Posts: 4,077
Thanks for sharing the emails, I was looking into this and setting up custom email templates with these subjects.

  #11  
Old
WHT Addict
 
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.

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