Hi! My name is [full name] calling from Shepparton News.

I’m reaching out regarding your previous subscription to our newspaper. How are you today?

[Wait for response]

That’s [good to hear/no good].

I wanted to let you know that we’ve encountered an issue processing the recent payment of $ for your Shepparton News subscription.

Have you noticed any notifications from us in your email or on your account regarding this?

[Wait for response]

I understand, and I apologise for any inconvenience this might have caused.

To ensure you continue enjoying the best of local journalism without interruption, all you have to do is update your payment details. We can easily do that now with me over the phone.

Not a problem.

Would you prefer if we set a time for me to call back when you can go through the details together?

[Wait for response]

All you have to do when you’re ready is visit the Shepparton News website and click on log-in in the top right corner, enter your details and then select my account.

There you can enter your updated payment details. Just remember to save it and you’ll be good to go.

And don’t forget you can call us back if you need any help. We are here to help.

Most importantly, your continued support is incredibly valuable to us, .

It’s only with the help of subscribers like you that we can continue providing and expanding our unique local journalism.

Thank you for your time today and I hope you can update your details as soon as possible.

And thanks for helping us bring you the best in local news and information. I hope you have a wonderful day!

Great, We can do it now and I’m here to step you through it.

When you’re ready could you please confirm your name as it appears on your credit card.

Please read out the card number…

And the expiry date…

And the three (or four digit) code on the back…

Let me read that back to you….

[Name on card... Card number… expiry date… CVC]

Wonderful. All done. I’ve now popped that in the system and your access to the digital publication will start again within 24 hours and if your subscription includes newspaper delivery that will resume in three working days. Is there anything else I can assist you with today regarding your subscription or any other matter?

Recipient: (Responds and concludes any further inquiries) XXX

Most importantly, your continued support is incredibly valuable to us, .

It’s with the help of subscribers like you that we can continue providing and expanding our unique local journalism, which plays a crucial role in keeping our community vibrant and a great place to live.

We really appreciate your ongoing support of the Shepparton News.

Thanks for sorting this out and helping us bring you the best in local news. I hope you have a wonderful day!

Thanks for letting us know that. That’s really useful feedback.

Thanks for letting us know that. I’m sorry to hear that was your experience. That’s really useful feedback.

Given it’s about the cost you might be interested in this special offer.

You might be interested in this special offer that doesn’t include getting the paper home delivered. So it avoids those issues you just mentioned.

You might be interested in this special offer that doesn’t include getting the paper home delivered.

You might be interested in this special offer that doesn’t include getting the paper home delivered but gets you our latest mobile app with notifications and alerts to help save you time.

Ok, that's good to know. Where [are you heading to/have you moved to]?

[Await Response]

Well maybe the digital replica edition is the perfect way for you to stay in touch with things here.

You might be interested in this special offer.

We can reactivate you on a digital subscription for just one dollar a week for 12 months which will give you access to our digital versions including the online newspaper replica edition.

We can reactivate you on a digital subscription for just one dollar a fortnight for 12 months which will give you access to our digital versions including the online newspaper replica edition.

As a subscriber you can now share your digital subscription with up to 2 other members of your household by giving them their own log-in.

The mobile app offers news alerts directly to your phone so you’re always kept up to date with the latest updates and breaking news

You can read the digital edition which is the replica of the printed newspaper wherever or whenever you want, including back copies.

That’s okay. It’d be great if we could understand a little about why you don't want to continue your subscription.

Ok, if you change your mind about the $1 offer over the next seven days, don’t hesitate to give me a call back at 1300 834 619.

Thanks for taking the time to speak with me today.

So the great thing about our digital-only package is we provide notifications that you can choose to keep you across all the important things happening to help save you time. And the online newspaper is great to read anywhere, anytime it suits you

That’s why we came up with the special $1 a week for a whole year.

That’s why we came up with the special $1 a fortnight for a whole year.

That’s really helpful.

Would you like to try the $1 a week offer so you can help us continue to expand our local journalism coverage. It’s fantastic value and it’s also doing a great service to make sure our community gets the news coverage it needs to thrive.

Would you like to try the $1 a fortnight offer so you can help us continue to expand our local journalism coverage. It’s fantastic value and it’s also doing a great service to make sure our community gets the news coverage it needs to thrive.

Well thanks again. Your feedback is really appreciated and will help us improve what we do. If you change your mind over the next seven days, don’t hesitate to give me a call back at 1300 834 619.

Thanks for taking the time to speak with me today.

Okay, great.

Let me just go through the details of the terms and conditions of this special offer. It will only take 30 seconds.

This offer will give you unlimited digital access to the Shepparton News including all our regional news and sports stories. This includes our website, mobile app, and the online newspaper which is a replica of the printed paper.

You’ll pay one dollar per fortnight for access to the Shepparton News for 12 months. We’ll bill that every four weeks. After the 12 months is up you’ll automatically move to the standard price of $1.87 per week billed every 4 weeks. Of course, you can cancel at any time online via the website.

You’ll pay one dollar per fortnight for access to the Shepparton News for 12 months. We’ll bill that every four weeks. After the 12 months is up you’ll automatically move to the standard price of $2.00 per week billed every 4 weeks. Of course, you can cancel at any time online via the website.

You’ll pay one dollar per fortnight for access to the Shepparton News for 12 months. We’ll bill that every four weeks. After the 12 months is up you’ll automatically move to the standard price of $1.80 per week billed every 4 weeks. Of course, you can cancel at any time online via the website.

You’ll pay one dollar per week for access to the Shepparton News for 12 months. We’ll bill that every four weeks. After the 12 months is up you’ll automatically move to the standard price of $2.85 per week. Of course, you can cancel at any time online via the website.

You’ll pay one dollar per week for access to the Shepparton News for 12 months. We’ll bill that every four weeks. After the 12 months is up you’ll automatically move to the standard price of $4.99 per week. Of course, you can cancel at any time online via the website.

You’ll pay one dollar per week for access to the Shepparton News for 12 months. We’ll bill that every four weeks. After the 12 months is up you’ll automatically move to the standard price of $7.20 per week. Of course, you can cancel at any time online via the website.

Terrific. If you’ve got a payment card handy we can process your first $4.00 payment over the phone. I’ll also just grab your email address too.

[Wait for response]

Terrific. If you’ve got a payment card handy we can process your first $2.00 payment over the phone. I’ll also just grab your email address too.

[Wait for response]

Take payment details.

When you’re ready could you please confirm your name as it appears on your credit card.

Please read out the card number…

And the expiry date…

And the three (or four digit) code on the back…

Let me read that back to you….

[Name on card... Card number… expiry date… CVC]

Wonderful. All done. I’ve now popped that in the system and your access to the digital publication will start again within 24 hours.

Thanks so much . It’s great to have you back on board. Your continued support is incredibly valuable to us. It’s with the help of subscribers like you that we can continue providing and expanding our unique local journalism. And this plays a crucial role in keeping our community vibrant and a great place to live.

Again, we really appreciate your ongoing support of the Shepparton News.

Okay thank you, if you change your mind over the next seven days, don’t hesitate to give me a call back at 1300 834 619.

Thanks for taking the time to speak with me today.