I have a major problem with all this.
GOA want people to return, but turn this whole thing about returning is just a nightmare.
Obviously over time, emails addresses change/passwords get lost, yet getting a
subscription@goa.com to understand that you want to change your email address, because you can't
A. Get to your old email address
B. Emails from Goa are being blocked by your internet provider. Yes this does happen, especially if GOA uses the same gateway as the rest of their wanadoo network. And at some point a machine in that network has been used for spam attacks.
Requiel I think its time you sat your people down at
subscription@goa.com and made the understand, why people want to change their email addresses, because some of them really don't understand.
I have a friend who is trying to active and old account, has explained in 2 or 3 emails over the process of a week and each time they come back and say use "EMAIL PASSWORD" .... How hard is it,.
C. The "Invoice In Progress" message, it shouldn't take more than 30 seconds for this to process a credit card. If someone has got their card details wrong, get the website to come back and tell them something was wrong.