Issuing Refunds to Accounts Terminated for Abuse

bigredseo said:
I've also found that asking the simple question of "how often do you need backups" as part of the signup process,
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In a way you should not need this question as technically it is the website owners responsibility to take their own backups, but me and you have been in this game long enough to know most website owners don't do this or they backup to the same account, so if anything goes wrong they don't have their own backups.

I back up my server daily, but only as i had a cheap $2 a mth server sitting doing nothing
 
easyhostmedia said:
In a way you should not need this question as technically it is the website owners responsibility to take their own backups, but me and you have been in this game long enough to know most website owners don't do this or they backup to the same account, so if anything goes wrong they don't have their own backups.

I back up my server daily, but only as i had a cheap $2 a mth server sitting doing nothing
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Every next day, weekly and monthly backups are useful in case of data loss.

Sometimes cPanel or DA takes corrupt backup so monthly backup can be useful in this case.
 
I believe the key is in carefully selecting the type of clients you onboard. A thorough onboarding process to validate the business or client can help prevent issues down the line. If you do end up with a client engaging in abuse or who misrepresented themselves during onboarding, offering a refund and removing them from your network is often the best course of action. You might also consider adjusting your pricing structure to provide a higher-quality service. Ultimately, clients are aware that they get what they pay for, and everything has its cost.
 
vpsfan said:
I believe the key is in carefully selecting the type of clients you onboard. A thorough onboarding process to validate the business or client can help prevent issues down the line. If you do end up with a client engaging in abuse or who misrepresented themselves during onboarding, offering a refund and removing them from your network is often the best course of action. You might also consider adjusting your pricing structure to provide a higher-quality service. Ultimately, clients are aware that they get what they pay for, and everything has its cost.
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why refund if they are abusing your servers. any abuser gets no refund and account terminated with immediate effect and no backup of files as why give them the files so they can go and upload these to another host.
 
Generally if they crossed into the term month, and were terminated, there is no refund due because they are in the active service month. You can simply disable / suspend their IP addresses or net connection, and let their servers run until the abuse issue is resolved. A week is long enough to resolve these issues.
 
Yeah it depends on the terms and conditions you (the client) signed up to, personally myself I'd refund them because then it prevents a "chargeback" which you get charged as a supplier and also it can effect your business credit rating, however as a web host you have to protect your online presence too. Hard one but yeah depends on the terms and conditions.
 
easyhostmedia said:
why refund if they are abusing your servers. any abuser gets no refund and account terminated with immediate effect and no backup of files as why give them the files so they can go and upload these to another host.
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Interesting, how you deal with charge-back with such type of users?

Many of abusers open dispute/charge-back.
 
kunnusingh said:
Interesting, how you deal with charge-back with such type of users?

Many of abusers open dispute/charge-back.
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you will find that most fraudsters wont charge back they will just move to another host. but simple if they chargeback/dispute then you provide the fraud evidence to payment provider. if they still go in their favour then you tell the provider you will pass this onto UK authorities along with Visa and Mastercard that they are working with fraudsters. it is amazing how may suddenly have a change of heart and with now rule in your favour.
 
Depending on how your terms of service are written and the extent of the issue, we normally try to avoid chargebacks by issuing a refund and terminating the service.
 
calibernode said:
Depending on how your terms of service are written and the extent of the issue, we normally try to avoid chargebacks by issuing a refund and terminating the service.
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but if they have abused your services or used a website for scams etc. they no refund and if they chargeback you just challenge this with evidence of their fraud/scam and that they checked and agreed to your terms. then the chargeback will be reversed in your favour. i once had a guy who had a £30 plan with me. after 3 mths he started phishing so i terminated his account he chargebacked, which bank took back his money and refunded he so i challenged this and the bank never got back to me so i took him to small claims court and issued a CCJ, which he never responded to any of the claim, so i took it to next level and with all my evidence i won and his £30 ended up costing him £283
 
easyhostmedia said:
but if they have abused your services or used a website for scams etc. they no refund and if they chargeback you just challenge this with evidence of their fraud/scam and that they checked and agreed to your terms. then the chargeback will be reversed in your favour. i once had a guy who had a £30 plan with me. after 3 mths he started phishing so i terminated his account he chargebacked, which bank took back his money and refunded he so i challenged this and the bank never got back to me so i took him to small claims court and issued a CCJ, which he never responded to any of the claim, so i took it to next level and with all my evidence i won and his £30 ended up costing him £283
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Again, for us, it depends on the level of abuse. We start with warnings, block specific ports, and if all else fails, we terminate the service—with or without a refund. We use FraudLabs to prevent most fraudulent activity; however, some still slip through. Most of the bad apples we've encountered have been using stolen credit cards, etc.
 
calibernode said:
Again, for us, it depends on the level of abuse. We start with warnings, block specific ports, and if all else fails, we terminate the service—with or without a refund. We use FraudLabs to prevent most fraudulent activity; however, some still slip through. Most of the bad apples we've encountered have been using stolen credit cards, etc.
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When it comes to abuse a lot also depends on your upstream providers. They may have a zero tolerance on any abuse of the servers, so say you think its ok and just warn the user, this could put your servers at risk of being closed down by your upstream provider. if someone is abusing your services they are not going to reply to warnings. so to me its terminate without any file backups. and log it with FraudLabs to warn others. i have even after terminating followed their domain so when they pop up again i will contact their new host with all the evidence
 
easyhostmedia said:
When it comes to abuse a lot also depends on your upstream providers. They may have a zero tolerance on any abuse of the servers, so say you think its ok and just warn the user, this could put your servers at risk of being closed down by your upstream provider. if someone is abusing your services they are not going to reply to warnings. so to me its terminate without any file backups. and log it with FraudLabs to warn others. i have even after terminating followed their domain so when they pop up again i will contact their new host with all the evidence
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We've been looking at upgrading our fraudlabs plan do y'all use a premium plan or the free subscription?
 
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