Background:
Dividend.com Premium is a service that users pay for annually. The service has been in existence since 2009. Given the multi-year nature of the service, Mitre attempts to renew users annually to maintain their subscriptions with the service. For example, if you subscribed on January 10th 2011, we will attempt to bill you again -- so you can maintain your membership -- on January 10th, 2012.
However, given credit cards expire, get lost, stolen etc., at times we’re not able to renew the cards successfully -- despite the fact the user may very well still want to be a subscriber of Dividend.com Premium. This project is deemed “Free Money” because if we actively reach out to the people that we tried to renew, but couldn’t in an attempt to keep them as members we essentially get “Free Money”!
Karolina (Rob Update)
To find customers who we've failed to automatically renew:
Go to Stripe
Select "Payments" > Select "Filter" > Select "Date" > Select "is between" (Date Range) > Select "Status" > Dropdown Selection "is failed" > Select "Done" on the top right.
You have the option to export this file if the list is large it is recommended to export!
Date: Monday thru Friday, Sat & Sun for Mondays
Check all transactions that happened at midnight. Copy the customer's email address and check the subscription status in Stripe. If they're Active, they've already renewed.
If they are inactive: copy their email address, Name, phone number, renewal date: https://docs.google.com/spreadsheets/d/1A0RF3FYt_Q1Dw9vGVhFN8X6B4aTh86mNldLojwlBi3s/edit#gid=432644756
Customer Service Rep will make the phone calls. The phone call should follow up on the declined transaction and attempt to clarify what error occurred.
A phone script can be found here: https://docs.google.com/document/d/18rssXq55DVWvvcCyjYJw8NmU1HrTaIlzjuoB_JWF640/edit?usp=sharing