Web Hosting Talk : Web Hosting Main Forums : Running a Web Hosting Business : Ugh, this drives me nuts

[GideonX]

Ever have a customer who decides to cancel their service, but not tell you?

For example, just recently we discovered a client of ours canceled her service by just disabling her paypal subscription to us. We get TONS of paypal notices a day, so of course, this doesn't get looked at as closely as needed.

So all this time, she's had hosting but she 'doesn't'. No email to let us know she's not with us anymore, no cancellation through our site, nada.

GRRRRRR

[okihost]

We get at least one of those a month, Usually when someone is over 14 days late I suspend but check where the domain is pointed by doing a quick whois, if it's pointing somewhere else I just backup and terminate the account.

[redcarpet]

I agree it's always frustrating when a client cancels without warning or reason. Especially if you have invested lots of time in setting up and supporting their hosting environment.

Just remember not to take it too personally. You never know what's going on with another business or individual. Although they canceled the service unexpectedly, they could have gone out of business entirely or changed the focus of their business and no longer need hosting.

Unfortunately having a clear advance notice cancellation policy as well as other precautions can't stop a credit card from being rejected or a PayPal subscription from being canceled.

[JoshuaJames]

You don't have any billing software that can notify you if their monthly invoice is unpaid? If you have so many paypal notifications coming in you may want to invest 11 bucks a month in ClientExec or something..

[GideonX]

Originally posted by JoshuaJames
You don't have any billing software that can notify you if their monthly invoice is unpaid? If you have so many paypal notifications coming in you may want to invest 11 bucks a month in ClientExec or something..

There are, but the issue is, if a buyer cancels the subscription themselves through paypal, it only sends that one notification. However, this client was on our old system which wasn't exactly built for paypal. Our new site/system fixes this.

This is only the second time this has happened in the past few years. I only noticed this because we were migrating her to our new billing. Was surprised to find her using a brand new set of nameservers.

[qubefactor]

I have occasional issues like this running WHMAP. I suspend any account that cancels their PayPal subscription. If they don't want to pay anymore, they won't get anymore service.