Better management of expired credit cards
under review
Brenda Melville
Be proactive in telling customers their credit card is due to expire, so that they can manage this before their autoplay fails to purchase or try to purchase.
Would be nice for customers to receive a reminder approx 1 month out from expiry to update details or add a new credit card to avoid missing out.
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Kirsty Moore
I've been advised that the metrics don't supply data on Star Supporters who have an expired card. We have run external telemarketing campaigns and we can't pull updated data so that we are working from clean lists. This is also a challenge and needs to be available.
Rebecca Wilson
This would also be great if we can have visibility of those customers that have a VIP (recurring) subscription and no valid payment method, due to it being expired or if they have removed it from their account
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Dave Walker
under review
A
Amanda Davis
Agree, if we are pro-active with customers in this space it will remove a lot of support queries that we receive about payments not being accepted as customer's forgot what cards they have registered where and when. Prompting them to update it also gives us an opportunity as they will log into Oz Lotteries and could then purchase while there. My credit card recently expired and I have already updated with the places that prompted me about it. Some places will prompt me after it has expired and declines, and I will update it then. The pro-active approach could save on time and resources and give opportunity for traffic on the site.
Brenda Melville
Would be great for them to be moved to inactive so that we don't get failure fees when they attempt to purchase with expired cards.
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Amanda Davis
Brenda Melville: This is a great idea to remove once expired as customer's will have to add a payment method.
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Kirsty Moore
Brenda Melville: EF wouldn't be keen for this process. There are two definitions of an expired card for us. One where the card has expired and has not been replaced which will never successfully charge again (would meet the criteria for an 'inactive' status), and the other is a supporter with an agreed membership to charge re-occurring payments monthly who's card number stays the same and the bank automatically honours re-occurring payments on the new card even though the supporter hasn't yet provided us with the new expiry. Being the expiry date is not a mandatory field for re-occurring payments, making these supporters inactive would halt the revenue generation from these acceptable sales. We are always in contact with supporters to try to limit inaccurate information and we chase for expiry dates, but we wouldn't want to make them inactive.
Brenda Melville
Kirsty Moore: okay good point, maybe we could look at just the manage of the cards - a prompt to review card details rather than moving to inactive.