Introduction
We periodically review all of our major processes to ensure they continue to offer the best service for our customers. The current renewals system has been in place since November 2003.
Based on customer feedback and our experience of the system over the last few years we believe that there are changes that could be made that would further significantly improve the renewals system for registrants and registrars.
These changes are designed to support our practice of encouraging registrants to renew their domains directly with registrars, and to ensure that we do not interfere in the relationship between the registrar and their registrant. However, we still have a contractual relationship with the registrant so we do have to act as a renewal provider of last resort.
We want your feedback
We are keen to get feedback from members and registrars on these proposed changes to the renewals process. We welcome your answers to these questions either on
our online survey or by email to
renewalsreview@nominet.org.uk before 30 November 2007.
We will then finalise our proposals, and implement the changes during 2008.
The proposals
Our proposals are as follows:
1. Pro forma invoices
Background Currently there are two triggers that cause a pro forma invoice to be issued to a registrant for a domain name renewal:
- If at the point of expiry of a domain name registration a registrar has not submitted a renewal request a "Renewal reminder" email is sent to the registrant. Seven days later if the domain name has not been renewed a pro forma invoice is issued to the registrant by email and then shortly afterwards by post.
- If a registrar submits a renewal request but then does not pay the invoice to terms a pro forma invoice is sent by email and then shortly afterwards by post.
If, in response to the pro forma, the registrant pays the renewal fee (at the non-discounted rate of £80 + VAT) the domain name is renewed and the expiry date is wound forward two years. The domain name remains on the registrar's tag throughout the process.
In the years since the renewals system was launched the explanatory text accompanying the pro forma has changed on several occasions, each time with the intention of making it even clearer that the registrant should only pay the pro forma as a last resort. However, we remain concerned that a small proportion of registrants pay the pro forma because they do not understand that they could renew through their registrar at a lower rate.
Proposal We propose to stop issuing pro forma invoices automatically. Instead we will send warnings regarding the outstanding renewal at date points to be determined and then, if a renewal is not received and the registrant still wishes to pay directly, provide an option within Online Services to do this. Within the Online Services system there would also be a variety of warnings explaining the likely cost saving of renewing through their registrar etc. An additional feature would be text configurable by the current registrar, e.g. "You could save £65 renewing with ABC Registrar Ltd. Please call us on xxx to arrange your renewal" as well as contact information.
Questions 1: Should we stop sending pro forma invoices to registrants at renewal?
Yes/No/Yes, subject to ......
2: Should registrars be able to personalise the information provided to the registrant during renewal?
Yes/No/Yes, subject to ......
2. Registrar authority to indicate non-renewal
Background Currently if a registrant decides not to renew a domain name they still receive a series of unwanted reminders and pro forma invoices even though they have told their registrar that they do not wish to renew the domain name.
Proposal We propose that a registrar should be able to set a "do not renew flag". However, to avoid the suspension of domain names in error we will send a single notification to the registrant to advise that this instruction has been received. The domain name will be suspended 14 days later (if the expiry date has not yet been reached the domain name will only be suspended on expiry) and it will then follow the same pattern as all other renewals. It will be possible for the registrant to renew directly or move their domain name to an alternative registrar if they wish to retain the name.
Questions 3: Should registrars be able to indicate that their customer does not wish to renew?
Yes/No/Yes, subject to ......
4: How long should we wait between advising the registrant of the "do not renew" request and suspending the domain name?
5: Do you have any other comments about "do not renew" requests?
3. Cancellation of renewals
Background At the point of first registration it is possible for the registrar to cancel the domain name up until the point of invoicing, without incurring a fee (subject to the limit of 5 or 5% of registrations). There is no similar flexibility within the current renewals system. Once a registrar has submitted a renewal request, whether by sending through a RENEW command to the automaton or because a previously set auto-renew field generates a renewal request, this cannot be withdrawn. This policy creates certainty and avoids a scenario of repeated renewal and withdrawal requests inappropriately prolonging the registration of a domain after expiry. However, it does cause problems in a small number of cases.
Proposal We propose to permit cancellation of renewals received until the point of invoicing.
Questions 6: Do you agree with the proposal?
Yes/No/Yes, subject to ......
7: Would you like to suggest another solution to this issue?
4. Reduce the suspension period
Background A domain name that is not renewed is suspended for 60 days before cancellation. We have received mixed feedback in relation to the suspension period: some feel 60 days is excessive while others believe that this ensures that registrants do not accidentally lose domain names at renewal.
Questions 8: How long should the duration of the suspension period be?
9: Do you have any other comments about these proposed changes to the renewals system?