I stupidly used a axe for a long time.

Be careful when taking verbatim advice from internet strangers.

As a rule of thumb, when you get a chargeback you need to completely ban the customer from your db. This includes:

- card ban - email address ban - fingerprint their access and ban

This will save you a lot of hassle when they try to signup/buy your product again and cause you the same amount of grief.

Was browsing when all of a sudden my account got suspended for no apparent reason. This was a premium account too, and I had last posted a tweet last year. I would maybe comment here and there once a week.

Ok cool you suspended my account. But when I tried to access my billing details to cancel the premuim sub, I got a "Something went wrong" error.

All these big tech companies have the same billing issues after bans/suspensions. Once they decide you're persona non grata, they don't give a f about cancelling your billing.

Only major difference is - Operational is meant to be integrated inside your product whereas Pushover is a general purpose tool.

But imagine mom or dad viewing this screenshot and getting creeped out because of the red icon.

- Added 8 variables inside docker-compose, only 7 get recognized

- Why my docker-compose works locally and not on Coolify? Oh yeah it has its own network stuff. Then tell me beforehand!

- Error messages like "Oops something is not okay, are you okay?" 0% helpful information, 100% condescending crap

I'm not sure why this software keeps getting recommended. Even in videos like these, the guy admits its not ready yet: https://www.youtube.com/watch?v=taJlPG82Ucw&t=3126s

For docker-compose, I had to create a specific one for Coolify because it goes and does its own magic.

Tried Dokploy(similar service), better UI but lacking in docs.

In the right hands, these products could be so much better.

Comments URL: https://news.ycombinator.com/item?id=43408442

Points: 3

# Comments: 0

[Why] It all started when I was employed in a full-time job. I got a customer support request for a benign issue. Since I did not want to open my personal laptop at my workspace, I got in the toilet with my laptop bag and fixed the issue.

After a while, I thought about why was I wasting my time with these issues. Was there a better solution?

After trying several different solutions, I threw in the spanner and built my own tool. Behold, Ops!

[Differentiators] Ops is not comparable to a low level logging tool(like greylog).

Its meant for more higher level logging - like user signups, did that cronjob run, received stripe webhook, etc.

These are our differentiators

- Big focus on accessibility and UI. Everyone should be able to view events on their mobile - Actions buttons on events. Use them to trigger webhooks on your server. - Structured events. Pass json, image urls, etc and Ops will render them beautifully - Contextual events. View events within events. Great for understanding complex workflows such as billing webhooks(webhook received -> billing processed -> email sent -> db updated)

[Closing] Right now Ops is closed sourced, but work is underway to building an open source version.

Let me know how you like it!

Comments URL: https://news.ycombinator.com/item?id=43264539

Points: 1

# Comments: 0

But that's the problem. Wordpress is used for much much more. You can use it as a CMS, LMS, news platform, saas platform, and much more. You can literally customize it to the bone.

Ghost is a good alternative to wordpress, only if you're using it for 2-3 specific usecases.

Here's more:

- Be direct, Hi, the xyz feature is available on the PRO plan. You can upgrade to the PRO plan at app.saas.com/billing

- Be brutal, Hi xyz, your card couldn't be charged for your Saas subscription, and hence your subscription has been deactivated. To reactivate, enter your card details app app.saas.com/billing

- Be honest, Hello xyz, thanks for the feature request. We'll put it in our wish list but can't guarantee it will make the cut.

- Be generous, Hey xyz, thanks for pointing that out. We have identified that as a bug and have pushed a fix for it. In the meanwhile, I've extended your trial by 7 days, on the house.

Couple of other tips:

- Dumb down your reply as much as possible. If you can't, throw your reply through chatgpt and make it dumb down.

- Unless a support issue is very basic, reply after a few minutes if you're near your computer. Usually users figure out things on their own if given some time.

- But don't allow issues to go stale. To really wow customer service, reply as humanely quick as possible, especially for existing customers.

- Make your support timelines clear somewhere in your product, eg: Our support will respond within max 48 hours, but most responses take 2-3 hours.

- Make your terms and privacy policy pages clear. People do read this. getharvest.com is a gold standard in this area.

I've learnt a few tricks for managing early stage pain points.

- You need to develop a polite but curt tone of voice for customer support.

- Once your core product is built, its worthwhile spending some time automating the heck out of everything. This will save a TON of time in the near future.

- Invest in good docs, even if you're not running a api saas. Good docs + consistent ux + rock solid support will solve most of your support issues.

I think a lot of literature around running a online biz has been boiled down to rather basic advice and its hard to find anything solid in this area. I've been running a small blog where I document these issues(operational.co) if anyone wants to check it out.

I've been in a similar boat running a small B2B Saas over the last 2 years. Over the years I've learnt a lot of tricks in this area.

- You need to develop a polite but curt tone of voice for customer support.

- Once your core product is built, its worthwhile spending some time automating the heck out of everything. This will save a TON of time in the near future.

- Invest in good docs, even if you're not running a api saas. Good docs + consistent ux + rock solid support will solve most of your support issues.

I think a lot of literature around running a online biz has been boiled down to rather basic advice and its hard to find anything solid in this area. I've been running a small blog where I document these issues(operational.co) if anyone wants to check it out.

In the appeal process, Stripe will give you a rating of how likely you are to win this dispute.

Ignore this rating.

When disputing, you need to provide solid evidence of:

- Whether said customer read tos

- Login logs with ip addresses

- Terms and service

- Communications(emails, chat logs, etc)

- A simple brief on your business and why this chargeback was in error(I do this)

This will 90% of the time make you win the chargeback.

However in the longer run, I've found you're better off focusing on avoiding suspect users. Here's another article on how you can avoid them:

https://operational.co/articles/how-to-get-high-quality-user...

Comments URL: https://news.ycombinator.com/item?id=40746620

Points: 15

# Comments: 6