How to handle paying non-users?
We have a new signup who went through our purchasing flow and signed up for our smallest subscription ($99/mo), but the problem is they aren't actually using the paid feature at all. There are some modules of our app they're using but those are entirely free features that don't require a subscription. It's likely there's a language barrier (their email domain is a famous non-English portal) as well.
How do you normally handle these cases? We've tried emailing the user but never received a response. Do you ever just cancel subscriptions on their behalf? At some level of customer scale I'm sure these types of users slip through the cracks but we're still small enough where we observe each new signup's onboarding to ensure they're getting a good experience, and it's evident they don't need to be paying us at all for what they're using our app for (freemium features).
Conside an in-product notification system with a prominent indicator of unread messages, such as a bell icon with a red unread count. The system may have other uses for the rest of the customers such as announcing new features, technical issues, or deals.
Thanks for the response. I can definitely do that, but it would take time and eventually still lead me back to my original question. What if, even assuming we built that, they still don't get in contact with us or use the paid features?