Ghost Subscription Hunt
Find the content partner charging customers who never subscribed; refund, and cut them off.
The job
Traces "never subscribed to this" charges to the content partner and short code behind them, refunds customers in bulk with approval, penalises the partner and proves the complaints stop, showing the net money.
The moment
Charges customers say they never signed up for are traced back to the content partner and short code behind them, and shown like wanted posters on a board.
One partner running a "daily horoscope" service accounts for 62% of the complaints from customers who say they never subscribed.
The bulk refunds and a suspension notice go out on Monday. By Thursday the partner's poster has faded to grey as the complaints stop.
The tally shows $214,000 refunded to customers and $390,000 clawed back from the partner. The revenue assurance team sees the app paid for itself this month.
What it does
- Bulk refund and unsubscribe
- Send breach notice to the partner
- Suspend the short code's billing
- Give the AI agent an answer for affected customers' questions
- Record verdict and clawback
What you see
Hunt board of wanted posters with a dollar bounty, fading as complaints stop, plus partner dossiers and a bounty ledger
What it moves
Complaints about paid add-on services customers never agreed to, per 1,000 partner subscribers, and the net dollars for each partner: refunds paid against money clawed back and penalties collected.
Built for
- Finance
- Partners & ecosystem
- Operations
