8 Sep
2020
8 Sep
'20
5:50 a.m.
Can you not just keep credit card details on file and charge automatically? That’s what
e.g. AWS does, and I can’t use their service without a credit card on file.
From personal experience, my issue with b) is that I almost never log into the Bitfolk web
portal, so I simply wouldn’t see those warnings. If these customers are ignoring warning
email after warning email, what makes you think they would see (or heed) a warning in the
panel?
Could you also capture mobile contact details and have an automated sms/telegram sent to
customers in parallel with the emails? I’d have thought most people would be more likely
to receive and acknowledge those types of notifications?
Kind regards,
Paul
Sent from my iPhone. Please excuse brevity, spelling, and punctuation.
On 7 Sep 2020, at 23:38, Andy Smith <andy(a)bitfolk.com> wrote:
Hello,
There is a frequent cause of confusion with Direct Debit.
The way Direct Debit works is, first you authorise an organisation
to make Direct Debit requests. This is called a Direct Debit
mandate. That gets sent to your bank. Once your bank accepts it the
organisation can then request funds from your bank.
At present BitFolk only requests funds by Direct Debit when there is
a mandate in place and:
a) A new invoice is created, or;
b) You go into the Panel and select one or more invoices to pay by
Direct Debit.
Notably what does NOT happen ever is that invoices which already
exist are suddenly submitted by Direct Debit.
So what happens quite often is:
1. Invoice for ongoing service is created and emailed to customer.
2. Customer ignores this for some period of time.
3. A nagging automated email is sent saying this is going to be due
soon. Quite often ignored for some time.
4. A more strident yet still automated nagging email is sent saying
that it would be a really good idea to consider paying this now
as otherwise there might be a loss of service.
5. Customer decides that Direct Debit would be convenient and does
authorise a Direct Debit mandate now, but doesn't actually pay
the outstanding invoice(s) by any means because they think they
have now told us to take payments by Direct Debit and that it
will just happen.
6. Invoice is now weeks overdue and an automated email is sent out
saying that the service is now going to be suspended for
non-payment.
7. Since non-payment suspensions are manual, we think to check if
the customer recently authorised a Direct Debit mandate. If they
did then we consider it likely that they thought that would do
the job, so we have to contact them and explain and ask if they
did actually want this existing invoice paid by DD. This is
annoyingly manual, takes time, and is sometimes hard to explain.
There have been a non-zero number of occasions where we have
forgotten to check for a mandate in step #7 and have suspended the
customer's service for non-payment.
There have been many occasions where customers have received the
"you're being suspended for non-payment" email of step #6 and
contacted us in a panic.
Every time there is one of these misunderstandings I explain why
this happened and ask how they would like it to be changed so that
it doesn't happen any more, but sadly I have never really received
any concrete suggestions even from the people it has happened to. I'm
pretty sick of this happening so I want to do something about it.
So, I shall ask all of you, how would you expect it to work?
a) As soon as a mandate is authorised, just charge all existing
invoices immediately
Very tempting. Very simple. I fear there will be at least one
person that will claim they never expected that to happen, and a
returned Direct Debit has caused them to incur an eleventy
billion pound penalty charge from their bank, their mortgage
payment got rejected, and now there are men outside in shiny
leather jackets.
b) As soon as the mandate is authorised, if the customer has
existing invoices that are unpaid, there is a very noticeable
message on the screen like:
You seem to have unpaid invoices:
#41234 £107.88
#41239 £1.92
Pre-existing invoices won't be automatically submitted for
payment by Direct Debit. You can <a href="…">pay them
now</a>
by a one-off Direct Debit or any of our other supported
payment methods.
I like (b).
I am open to other ideas if you have any. I can't really think of
any.
I understand that many people will be happy with (a), but I feel
it's one of those things that when there is someone that is unhappy,
they are very unhappy, and that wipes out the good feelings from the
many more people that never had a problem.
Cheers,
Andy
--
https://bitfolk.com/ -- No-nonsense VPS hosting
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