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The legitimate auto-renewal the client calls a trap

L'auto-rinnovo legittimo che il cliente chiama trappola · Customer Success · Beginner

The case

A mid-tier client missed the 60-day cancellation window and the 45,000€ annual contract auto-renewed, as per the clause they signed. The client's new CFO claims he never knew about the clause, publicly calls the auto-renewal a commercial trap, refuses to pay and threatens a report to the trade association and a LinkedIn post. Legally you are in the right; your account manager admits, however, that the expiry reminder you customarily send as a courtesy did not go out this year due to a CRM error. Half your contracts have the same clause. How do you handle the case and the precedent?

Un cliente di fascia media ha mancato la finestra di disdetta di 60 giorni e il contratto annuale da 45.000€ si è rinnovato automaticamente, come previsto dalla clausola che ha firmato. Il nuovo CFO del cliente sostiene di non aver mai saputo della clausola, definisce pubblicamente l'auto-rinnovo una trappola commerciale, rifiuta di pagare e minaccia una segnalazione all'associazione di categoria e un post su LinkedIn. Legalmente sei nel giusto; il tuo commerciale ammette però che il promemoria di scadenza, che di prassi inviate come cortesia, quest'anno non è partito per un errore del CRM. Metà dei tuoi contratti ha la stessa clausola. Come gestisci il caso e il precedente?

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Frequently asked questions

What is the "The legitimate auto-renewal the client calls a trap" problem-solving case on Grace?

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