Thanks for the very helpful response! Yep, it's for prepfully.com.
On 1 -- we don't have any subscriptions at the moment - everything is a transaction. We're planning to roll out a subscription/course module at some point next year, so definitely something to incorporate upfront when we do.
On 2 -- we actually send a "you've booked a session" email, 1 email reminder + 1 (opt-in only) whatsapp reminder pre-session, and 1 email 7-days post-session for feedback at the moment. I'm a bit worried about coming across as spammy if we send anything more. However, I don't send a "payment receipt" email at the moment, so that is perhaps something to explore.
On 3 -- all the chargebacks came from quite honest-seeming customers. After talking to them, it did feel like they made an honest mistake. I have a suspicion that some US banks make it incredibly easy to do a chargeback without asking for much evidence (I'm based in the Netherlands, where for instance you need to provide proof that you directly interacted with a merchant), so suggestion (5) in particular might be very relevant here.
On 4 -- super relevant, thanks! If I look at the first result at the moment it's quite misleading (we definitely allow for refunds), whereas what Google has indexed is the piece where we say "we won't issue a refund if you forget to join a session".
On 5 -- good idea too, and very actionable. We don't put anything beyond "PREPFULLY" at the moment. And our transaction IDs are hashes so they don't communicate much information. So maybe even putting something like "interview coaching" -- will have to see what I can fit, could help people remember.
Will also see how we can bolster our T&C. I'm guessing you meant this in context of winning a potential chargeback dispute? I'm not sure if this would actually reduce the total number of chargebacks.
On 1 -- we don't have any subscriptions at the moment - everything is a transaction. We're planning to roll out a subscription/course module at some point next year, so definitely something to incorporate upfront when we do.
On 2 -- we actually send a "you've booked a session" email, 1 email reminder + 1 (opt-in only) whatsapp reminder pre-session, and 1 email 7-days post-session for feedback at the moment. I'm a bit worried about coming across as spammy if we send anything more. However, I don't send a "payment receipt" email at the moment, so that is perhaps something to explore.
On 3 -- all the chargebacks came from quite honest-seeming customers. After talking to them, it did feel like they made an honest mistake. I have a suspicion that some US banks make it incredibly easy to do a chargeback without asking for much evidence (I'm based in the Netherlands, where for instance you need to provide proof that you directly interacted with a merchant), so suggestion (5) in particular might be very relevant here.
On 4 -- super relevant, thanks! If I look at the first result at the moment it's quite misleading (we definitely allow for refunds), whereas what Google has indexed is the piece where we say "we won't issue a refund if you forget to join a session".
On 5 -- good idea too, and very actionable. We don't put anything beyond "PREPFULLY" at the moment. And our transaction IDs are hashes so they don't communicate much information. So maybe even putting something like "interview coaching" -- will have to see what I can fit, could help people remember.
Will also see how we can bolster our T&C. I'm guessing you meant this in context of winning a potential chargeback dispute? I'm not sure if this would actually reduce the total number of chargebacks.