subsciption non-payment

how long do you let it slide?

[too much information]

I have a subscriber to my site who's PayPal subscription payment has failed twice and is set to check again in two days.

I know they have been on the site, and working in the subscriber area since, and I have yet to see a response to my e-mail to them.

Should I just cancel their account and subscription or block their access until I hear back from them? And typically, how long should you allow this type of thing to go on. (This is my first failed subscription payment)

[fashezee]

I would give them a one month grace period and kindly inform them that
the account is inactive if the payment does not come through.

[MatthewHSE]

Might not hurt to send an e-mail to them every time payment fails. If it's checking (and failing) every two days, send the message that often as well, informing them of the continuing failures and telling them how much of the grace period is left.

[Jbrookins]

We don't cancel until final charge attempt fails. The subscriber also recieves an email with each one.

The problem with cancelling prior is that you're trying to collect money for a service not being rendered. That'll just piss off the customer and ensure they don't come back.

[txbakers]

I give two months grace with emails informing that it will be shut down if not paid.

Then I shut them down.

I don't delete files, just rename the home page so nothing can be found.

If I like the customer I'll make an alternate home page with a message that says "Our site is temporarily down for maintenance" and disable the buttons.

Thet usually gets their attention.

[too much information]

I was thinking of redirecting their login to a page telling them that their account was on hold due to a failed payment, and would be reactivated upon payment...

or something like that. Should be easy to set up.

I just wan't sure how much time I should give them, and how many e-mails I should send.

[txbakers]

I didn't do that because the general public would see it, and they don't need to know that the web site owner is a deadbeat. That's between me and the website owner.

[cfx211]

We are thinking about this issue ourselves and have decided to split the account information area and the subscription area into two different pieces. One login will allow the user into both when everything is fine, but once they fall into arrears we will shut off access to the subscription area and login will only allow them to access the account information area in order to pay up.

[too much information]

yea, it is a split site like that. Their visitors wont be able to see anything, this will replace their account setup page.