I can confirm Robert's advice. We have just about identical policy
in place and it is true - almost no one wants a refund even though
we offer it openly when we inform them their their transfer falied
due to domain status past expiration date.
Most customers have had pretty bad experience dealing
with NSI, they are pleasantly surprised when a domain registration
company provides real customer service, even offers a refund and
majority of customers renew with NSI for 1 year via link from NSI
home page and then contact us back to attempt the transfer again.
We tell the customer that we have all their info on file (except login
and password) and usually recreate the transaction from their
previous order number.
cheers
Genie
magi inc
----- Original Message -----
From: "Robert L Mathews" <[EMAIL PROTECTED]>
To: "Todd - MuchoWeb Web Hosting" <[EMAIL PROTECTED]>
Sent: Thursday, September 20, 2001 4:12 PM
Subject: RE: domain transfer problems
> At 9/20/01 3:13 PM, Todd - MuchoWeb Web Hosting wrote:
>
> >If a customer wants to transfer a domain, they just come to our site and
do
> >it when they are ready.. Most people are going to wait until the last 30
> >days. All we can do is put a warning on our site that says something like
> >"If you waited until the last two weeks or 30 days to make this transfer
> >then you are screwed, so you might as well not do business with us, take
> >your money to Network Solutions again!".
>
> A better policy is to attempt the transfer with a disclaimer that you can
> only do your best against NSI policies. If it fails and the domain
> expires, inform the customer of the situation, and tell them they have no
> choice except to pay Network Solutions for a one-year renewal.
>
> Then give them the choice of either getting a refund from you, or of you
> resubmitting the transfer after they've paid Network Solutions (and given
> the payment 45 days to be properly applied). Inform them they won't lose
> any time (the extra year will be added), they won't have to think about
> it for two years, and they'll never have to deal with NSI again.
>
> Almost nobody opts for the refund.
>
> --
> Robert L Mathews, Tiger Technologies
>
>
>
