So for those of you who have been skeptical of my advice that sending a paper renewal notices is a best practice for boosting your bottom line, here’s incontrovertible proof.The Better Business Bureau has issued warnings about a subscription renewal scam run by a company called Associated Publishers Network, or APN. Apparently, subscribers to The New York Times and The Wall Street Journal have been mailed paper renewal notices and then asked to submit a credit card payment via unitedpubex.com.APN already has 112 complaints against it and a D- rating by the BBB, but The Wall Street Journal says APN claims to do business on behalf of the Journal using various names – United Publisher’s Clearing House, National Magazine Services, Orbital Publishing and Publisher’s Billing Exchange, all of which share the same address with APN: 850 S. Boulder Highway, Henderson, NV.Subscriptions sites should be on alert for any subscribers claiming they’ve renewed through APN, especially since customer confusion can increase your chargeback rate. You might even want to send a special email or letter alerting your subscribers to the scam.But you should also avert any possible misunderstanding by issuing your own official renewal letters, with trademarked logos and a customer support number to call. Furthermore, when subscribers are charged for their subscriptions, the charge line on their bill should state the title of the publication (not your parent company) and a phone number.
|Customer Retention 2020:
5 Trends That Will Change Your Subscription Business
Change is coming for the subscription industry. Customer retention is a top priority while competition grows and customer expectations shift. Register now to understand the trends and discuss what companies should do to ensure success in 2020. This free webinar is April 2nd at 1 PM Eastern.