Renewal Notices Email Broken

  • Unknown's avatar
    auxclass · Member ·

    The renewal notices that should be sent out for upgrade renewals is completely broken. I let the domain mapping run down this time and the ONLY email I received was when the renewal failed due to an old credit card. Had the CC transaction not failed the only notice I would have gotten was when my money was spent.

    This failure to send renewal notices to upgrade would account for the constant stream of people in the forum with the “why was I charged”, my upgrade was not renewed or the worst of all – My domain name is in Redemption (costing the blogger an extra $ 80.–) – – all upset about not getting notified, the standard answer in the forum is “check your spam filter” – well – that is advice I will no longer give out – my notices were not caught in my spam filter – DON’T EVEN MENTION THAT TO ME!!! – I know exactly how my filters work and NO RENEWAL NOTICE was ever sent to me.

    I ask about the renewal notices some time back and was given general answers by the Happiness Engineers about “several” or what ever – sorry – none are being sent to many bloggers

    Not a very reputable way to treat customers

    Would be nice to have this fixed, before some hotshot class action lawyer smells blood – – also save a lot of hassle by customers

    The blog I need help with is: (visible only to logged in users)

  • kraftbj · Staff ·

    I’ll pass this along to the Store team to check with our domain administrator to troubleshoot.

    Thanks for letting us know.

  • kraftbj · Staff ·

    Re-reading this, I misunderstood which product was renewing.

    There are three different types of renewals: manual domain registration renewals, manual all other upgrade renewals and auto-renewed upgrades

    With auto-renew enabled, domains are renewed 30 days prior to the expiration, to allow for time to failed transactions. Users receive an e-mail two days before the renewal takes place to inform them that the renewal will occur. I haven’t personally tested it, but my understanding is that this e-mail would send out either the announcement, if the credit card has not expired, or notice that the renewal won’t occur due to expired payment information.

    This would give about 30 days to resolve the issue before the upgrades expire. In the case of domain registrations, specifically, there is an additional grace period of approximately two weeks before the domain would enter redemption.

    With manual domain registration renewals, e-mails are sent 90, 60, 30, 14, 5, and 2 days prior to the expiration date. Likewise, there is a two-week grace period before redemption.

    With manual renewals for all other products (including domain mapping), e-mails are sent 90, 60, 30, 14, 7, 5, and 2 days prior to the expiration date.

    I hope that explains the process in a bit more detail. Thank you for your dedication and commitment.

  • Unknown's avatar
    auxclass · Member ·

    With auto-renew enabled, domains are renewed 30 days prior to the expiration, to allow for time to failed transactions. Users receive an e-mail two days before the renewal takes place to inform them that the renewal will occur.

    DID NOT HAPPEN!!!!

    I appreciate the company line – but it just is not working – and given the constant stream of people into the forum that suddenly had money taken out of their account – notification is not going to many other people

  • kraftbj · Staff ·

    I apologize if I misunderstood; I was under the impression that you did receive the e-mail two days out to indicate that it would not occur because the credit card was expired.

    I’ll check deeper into it.

  • Unknown's avatar
    auxclass · Member ·

    I got the Renewal Failure on Sept 2 at 6:48 pm Pacific Daylight Time – which would match a Sept 3 renewal, with the renewals starting at 000 UTC time –

    If WordPress was on the ball – they would send out notices at a minimum of 30 & 60 days before even an auto renew – that would give people time to either renew early or to turn off the auto renew

    Again no two day notice which would have been on Sept 1,

    If you send me an email I will forward the email to you

    thanks for the time line on the Manual renews – I had a manual renew account in Feb I think – and after the issues in the forum went looking for the renew email – could not find it – but not finding something is not the same as not receiving notification

  • Unknown's avatar
    auxclass · Member ·

    PS – domain mapping not domain registration –

  • kraftbj · Staff ·

    Thanks for the additional information. I’m looping in the Store team who shepherds the upgrades and we’ll keep digging.

    Thanks for your patience with my misunderstanding.

  • kraftbj · Staff ·

    Mike—I’m e-mailing you to ensure we don’t share any account specific or billing details via the forum. Again, much appreciated.

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