As Kevin Kinell posted yesterday, those of you on either our Basic, Unlimited or Premium plans, will notice a charge for June's monthly plan fees on your next invoice.
The typical user on the Unlimited plan will see both a $9.95 charge for May and a $9.95 charge for June's monthly plan fees on their next invoice. Although this invoice will include two monthly plan charges, you will not be charged twice for the same period of service. But we do need to have an invoice that includes 2 month's worth of monthly plan charges (one in arrears and one in advance) in order to transition to pay-in-advance.
Over the past year, since we began charging for some of our services, we’ve monitored very closely Customer Support cases related to billing. We've been surprised by how many users believe they have been paying in advance all the time, even though we've strived to make our Billing Terms and invoices as clear as possible. Some users transitioning to different plans were particularly perplexed or surprised to learn we had been billing in arrears all along. Clearly they were used to online services billing in advance.
Moving forward, this adjustment will reduce confusion around our billing policy and bring us in line with how many online services bill their users, like services for online DVD rental, VoIP phone, Web hosting or even online store subscriptions often do.
Nevertheless, we understand that some of you may be on tight budgets, and would appreciate a little more time to transition. We're doing two things to accommodate those of you in this category.
First, we're delaying June charging until the second week of June. Invoices will be created around the 3rd of June, but we will not begin processing charges until the 8th.
Second, we've created an "opt out" system of sorts that will postpone the transition for an additional month. For users who select this option, the invoice you receive in June will include only May charges, and the invoice you receive in July will include both June and July charges.
Plan changes will be handled the same way they always have: Plan upgrades become effective immediately and result in a prorated charge for the initial month on the new plan (to be charged on the next invoice). Plan downgrades will take effect on the 1st of the following month.
To get the word out about this change, we're updating our billing policy, placing alerts on your Account Dashboard and several billing-related pages, and creating an info page that users on a paid plan will see after logging in. Should you need to access this information in the future, please visit www.auctiva.com/slap/pages/billingpolicy.aspx
We hope our efforts to clearly communicate this adjustment and the additional time provided will make it as easy as possible for you. If you have any questions, I encourage you to contact Customer Support
. I want to reiterate Kevin's appreciation of your understanding during this transition period.
Senior Product Manager