Rebilling Nightmare
I wake up this morning to an emergency going on in the business.
For someone reason 1shoppingcart all of a sudden decided to rebill all of our cancelled members from my subscription sites. OUCH!
Trying to contact them now to get this worked out as soon as possible.
As you can imagine we have a lot of very angry customers which can very easily be understood as they should not have been billed.
For any of my readers who was on one of our sites and you were rebilled, I apologize. This will get worked out. You will be refunded.
As of right now I don’t know what happened today, but we will get this fixed.
Update: Many of my customers (who are cancellations – not current members) seem very understanding as we reply to them in getting this fixed. For those of you who have been understanding with us, a big THANK YOU! You have every right to be angry and I understand. This should not have happened to anyone who has honored me with your business.
11 AM Update: Spoke with 1shoppingcart on the phone. This has happened to quite a number of their customers and they are working on the issue.
2 PM Update: As of right now it appears all recurring billing is being turned off from my sites for the next few days to get this situation fixed. Not a pretty issue.
In addition, everyone who was charged has now had the charge voided manually through my merchant account.
If you’re a current member and your billing date was today…your payment today would have also been voided as I had every single recurring billing charge for today voided out of the system. Your account will still be active. You just won’t have to pay this month (people scheduled for Dec 17th rebills).
Ever feel like doing this?
- Continuity is King
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16 Responses to “Rebilling Nightmare”
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Hopefully everyone will understand that a situation like this can happen to the best of us.
We’re all with you as you resolve this situation.
Wow Terry sorry to hear about this one. Hope you can fix this problem fast. The bad thing can happen to everyone.
I am sorry for this situation. I received the “rebill notice” and later on the Julie’s communication. Don’t worry I understand the situation and know that this can happen to anybody.
I am with you and Julie to resolve this issue.
Hey Terry, this reminds me of a story I heard about an airline that was really late and had problems and everyone was angry with them.
And the action the airline took got not only the passengers’ forgiveness..
… but actually made many of them extremely happy and likely to fly with them again.
And that action was giving everyone on board free ice cream.
Hard to be mad at someone who gives you free food
And even on the Internet, the same kind of solution can apply (maybe not food, but something else) and be a great opportunity to maybe even get some of your previous or inactive customers back?
Ben
Ben
anything can to anyone, its just matter of time and luck
Ben:
Yumm…ice cream. We don’t have any ice cream around here, but you did give me an idea.
I’m so sorry that you had this problem. I too am on the lookout for customers who may get billed incorrectly.
I do know that after the update, they are making some big changes to the recurring billing feature that 1ShoppingCart owners are going to love!
Cheers,
Christina Hills
“The Shopping Cart Queen”
This shouldn’t taken as any kind of attack on 1shoppingcart. It isn’t. It’s more of a demonstration of the fact Murphy’s Law lives in technology. No matter what you use, eventually something in your technology will break down. Hassles will occur. Live with it. I agree with Christina that they’re updating some of their features.
The worst days in my business are still better than the best days back when I was delivering pizzas!
LOL Yep doing a business is still better than delivering pizzas! Especially when you live in my country, I think the monthly fee only $100. LOL Mind to give me an ice cream.
Sorry to hear about that Terry.
Hope everything works out fine soon so that you can continue to be back in business again.
If I were one of your previous customers who have canceled but were re-billed, I’d be very understanding as well as I know you’re an honest marketer
Cheers.
Welly Mulia
Hilarious video!
Reminds me of some classic scenes
in the of the comedy “Office Space”.
Nancy:
I love “Office Space.” That scene with the copier reminds me so much of Julie. It always seems our printer is acting up, and she gets so angry with it.
This is a shame, but I hope most people will realize you are not the type of person who would intentionally overcharge or double bill a customer.
Ouch! Ouch! Your video is quite appropriate! Honesty and integrity reign in a situation like this. Send a thank you for their patience when it is all over – it may bring them back to you.
I’m sorry for the ‘nightmare’ but that video was sure funny! I hope it’s all better now and you’re smiling again!
Blessings to you and 1shoppingcart!
Ouch. Things do happen, and of course at the worst possible times. It’s called ‘You’re not in charge of the universe’:)
Keep smiling Terry and I’m certain your customers didn’t think you were trying to cheat them…things happen. You handled it like the leader we all hope to be under similar circumstances.