Hi everyoneWe’re about to start some work to improve how we carry out and communicate reviews and changes to Members’ monthly Direct Debit payments, and it’d be great to hear your feedback and suggestions.Right now we review a Members’ DD payments three months after they come on supply with Pure Planet, followed by regular reviews every six months.The way we currently communicate the DD review process looks like this: Following a review, a Member gets an email from us which explains whether they’re on track, or whether we think their DD needs to be lowered on increased (if they’re in credit or debit). The Member has two weeks to reply to their email, at which point the change (if any) is made.The work we’ve got planned is divided in two phases.Phase OneWe’ll keep carrying out regular reviews of Members’ DDs. But instead of a back-and-forth via email, the info will be displayed in your account (app and web).
You’ll see your current DD, whether you’re on track, in credit or in debit, and what we’re proposing to do. You’ll be able to approve our review right in your account, or query it if you don’t think it’s quite right.Phase TwoGive all Members an option to start a DD review. Again, this will be from your account, app or web. If you’ve built up a lot of credit, you’ll be able to adjust your DD payments (within a reasonable range of your current payment).We’re planning to go live with Phase One in early Autumn, right after some improvements to our refer a friend rewards go live (more info on that coming soon!).Before any of the development starts we’re building some ‘business rules’ to make sure what we build doesn’t lead to Members building up excessive credit or debit.For example, we need to consider how soon after coming on supply with PP a new Member can request a review and how often a DD review can be requested. For example, if someone reduces their DD frequently, even by a small amount, that can lead to significant arrears over a year.We want to make sure we get this right, so if you’ve got some thoughts, suggestions, feedback, please post in the replies!
:foldedhands:Updated Tuesday 21 January 2020
We've released a new version of the Pure Planet app today
. It's got the new account review features outlined above in phase one.
Thanks again for the feedback posted here. It's been really useful.