Oh, I misread you then. I thought you said you don't allow clients access to backups of their account(s) made prior to the suspension, which would be contemptible imo.
Cancellation Requests
- Thread starter LampNetworks
- Start date
Gaiacom_LC
New member
I have actually seen fairly responsible usage of cancelation requests. In companies I've worked for/with, it has been a greater number of customers who DO use the cancelation form (or else open a ticket), than ones who do not.
coloradojaguar
New member
I find most people will use a cancellation request form. Although you do get the occasional request for a backup copy on the account even though it has been abandoned some months ago.
BoonexHosting
Account Disabled
When clients cancel we do have it setup to auto terminate, however we do make contact with the client between this time to see if the cancellation is a mistake or if there are issues that caused this action.
Alex - A2 Hosting
Active member
Usually we find the cancellation reason in the notes section, of the cancellation request form. Don't you find those being filled in?
easyhostmedia
Well-known member
WHMCS does not terminate non paying accounts after 60 days. It is the host who sets the timeframe for overdue invoices/suspending/terminating accounts being set.
I agree that a non paying account that is suspended is still using server resources until their account is terminated from server, so with us, depending on how much is owed to us, once an account is terminated we may pass it to a debt collection agency for collection.
we dont have any kind of billing system, we are currently 100% local based, we manually do everything, and we only take annually payments...
Never had a customer leave us yet, however, if we did, we send out an invoice, they have 7 days to pay, and if not payed within 14 days we shut off there website...
We also keep a customer backup for 1 month...
But, if a customer finds it hard to pay, we chuck a promo code there way, to help them out
Being there owner, i can choose how to keep a customer, as we are again local based, we deal with all our customers face to face...
However, follow your own terms of service, if in your TOS it says termination after 7 days, stick to it, and dont be afraid to terminate.
Never had a customer leave us yet, however, if we did, we send out an invoice, they have 7 days to pay, and if not payed within 14 days we shut off there website...
We also keep a customer backup for 1 month...
But, if a customer finds it hard to pay, we chuck a promo code there way, to help them out
Being there owner, i can choose how to keep a customer, as we are again local based, we deal with all our customers face to face...
However, follow your own terms of service, if in your TOS it says termination after 7 days, stick to it, and dont be afraid to terminate.
Alex - A2 Hosting
Active member
we dont have any kind of billing system, we are currently 100% local based, we manually do everything, and we only take annually payments...
Never had a customer leave us yet, however, if we did, we send out an invoice, they have 7 days to pay, and if not payed within 14 days we shut off there website...
We also keep a customer backup for 1 month...
But, if a customer finds it hard to pay, we chuck a promo code there way, to help them out
Being there owner, i can choose how to keep a customer, as we are again local based, we deal with all our customers face to face...
However, follow your own terms of service, if in your TOS it says termination after 7 days, stick to it, and dont be afraid to terminate.
Why don't you go with a billing system? Have you previously used one finding without works better for your needs?
Just thinking for the future, if you ever decide to go online and really start to push your company the growing sales might become difficult to manage as you do everything manually. If that was the case, eventually you may need to opt for a billing system which then makes things even more of a mess as you have clients that need to be imported in, records that need to be imported etc
Not sure we'd manage without an automated billing system in place as we have thousands of clients.
HostedInside
New member
My cancellation is not that high. But it goes like this
3 Day No pay= Suspension
30 Day No pay= Termination
No backup left. I might switch the backup option though because i see clients coming after 3 months.
3 Day No pay= Suspension
30 Day No pay= Termination
No backup left. I might switch the backup option though because i see clients coming after 3 months.
Gaby-HostDept
New member
Majority of the customers who doesn't want hosting services any more will stop paying rather than cancelling the account. Hosting service providers also need to email to those customers about the cancellation process they need to follow, and push some feedback forms so that hosting company's can rectify there problems and grow there business
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Layerbyte_Ben
New member
For the few account cancellations we have had, they have for the most part been made via the cancellation request section of the billing portal.
We generate and send invoices 14 days before due date, a reminder 7 days before the due date if no payment has been received.
After the due date passes, they get their first overdue notice on day 1 overdue, followed by the second overdue notice on day 3 overdue warning them the account will be suspended if no payment is made within 48 hours.
The third and final overdue notice goes on day 4 overdue and ways that the account will be suspended if no payment is made, and if no payment is made within 10 days after suspension the account will be terminated.
If no payment was made 24 hours after the third notice, the account is suspended with a notice giving them 10 days to pay or the account is terminated. 10 days following that notice the account is terminated if no payment was received.
The odd customer thinks that we should give them more time to pay past the due date when they feel like it, but we give them 14 days advanced notice before the due date. I think that's plenty of time.
Generally we don't get that many accounts that go overdue, we might get one or two every couple months. I find that we're very easy to work with on giving the clients some leeway if they let us know ahead of time if they will have an issue making the payment. So far we have not had anyone abuse this kindness.
Once and awhile though, we do run across the odd customer that thinks not paying the invoice is the same as giving notice.
We generate and send invoices 14 days before due date, a reminder 7 days before the due date if no payment has been received.
After the due date passes, they get their first overdue notice on day 1 overdue, followed by the second overdue notice on day 3 overdue warning them the account will be suspended if no payment is made within 48 hours.
The third and final overdue notice goes on day 4 overdue and ways that the account will be suspended if no payment is made, and if no payment is made within 10 days after suspension the account will be terminated.
If no payment was made 24 hours after the third notice, the account is suspended with a notice giving them 10 days to pay or the account is terminated. 10 days following that notice the account is terminated if no payment was received.
The odd customer thinks that we should give them more time to pay past the due date when they feel like it, but we give them 14 days advanced notice before the due date. I think that's plenty of time.
Generally we don't get that many accounts that go overdue, we might get one or two every couple months. I find that we're very easy to work with on giving the clients some leeway if they let us know ahead of time if they will have an issue making the payment. So far we have not had anyone abuse this kindness.
Once and awhile though, we do run across the odd customer that thinks not paying the invoice is the same as giving notice.
HostWithLove
New member
We have seen that clients prefer to cancel directly by opening a support ticket rather than using the cancellation function. By all means this is fully acceptable with us as that is already a written form of consent. Not too sure why certain hosting companies cannot be a little more flexible with this rule, especially when a large proportion of unhappy clients posting a bad review on the forums is due to the cancellation not being processed in time before the next billing cycle. We keep their data for a month after which they are fully removed from our backup servers.
Alex - A2 Hosting
Active member
So 14 days after the due date the account is terminated? That seems a rather short time frame. How many customers came back to resume services after 14 days but before 30?
HostedInside
New member
Its acutely better like that. Leaving an account 30 days sometime takes a toll on the server usage
easyhostmedia
Well-known member
We find our procedure works fine, so they have 28 days from the invoice being generated to the account being terminated, but from an account being suspended to being terminated is 12 days. I would say 28 days from initial invoice is enough time to pay the invoice or contact us if they cannot
Its acutely better like that. Leaving an account 30 days sometime takes a toll on the server usage
You'll be surprised how many clients are "late to the party" and seek their content in the 14-30 day mark. Especially if its not a commercial website and they haven't checked it for a couple of weeks. And I don't even include those who come back way after the 30 day mark and seek their account content (which, of course, now is super vital and has been making them tons of money daily before the evil, ruthless Host Devils decided to terminate it). :forK:
easyhostmedia
Well-known member
Well it is the clients responsibility to take regular backups of their sites. We may take daily backups for our own security and allow clients to pay a £2 a month fee so they can request a copy or a restore of their site, if they dont take this option then they are charged £15 for a copy or restore, but if an account is terminated then they lose the rights to a copy of any backup ( this is in our TOS), if they are terminated for non payment then they can request a copy upto 7 days after termination ( this is how long it will remain on backup server) but only if they pay the outstanding invoice along with a £15 fee.
We cannot keep backups on the backup server forever thinking a terminated client will ask for their site files.
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