It’s been a long day, but I wanted to bring up a situation which arose today and see where you all stand on it. Maybe it’ll make me feel better to get it off my chest, so here goes:
Today I received a payment dispute for a domain that was auto-renewed. The dispute, if it succeeds, means my company is out the cost of the domain (it’s a .io domain, so the wholesale price is $39.50 and we charge $40, basically no margin) plus the chargeback fee ($15). The customer in question filed the dispute as “Unrecognized charge”. I emailed the customer and said that I assumed it was a mistake, explained what the charge was for, and then asked the customer to reverse the dispute. The response from the customer was: the dispute was intentional, he forgot to turn off auto-renewal, and he is upset because we didn’t refund him the charge in the first place, because he is a long-time customer.
So now, fellow bootstrappers, what would you do in this case?
(I’ll tell you what I did after I hear back from some of you).