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Handling refunds; some tips
Posted 09-29-2009 at 06:29 AM by Alton Hargrave
I had a customer a couple of weeks ago that asked for a refund because the purchase was a "mistake". I opened up my DLGuard and saw that she had downloaded or attempted to download the product and each bonus product several times each. This was just another person buying, downloading, and then wanting a refund.
I shot an image of the DLGuard info and sent her an email in which I pointed out that if she had "accidentally" clicked upon the buy button, then accidentally and methodically downloaded each and every product several times, that that was unlikely to have been an accident. I included the image of the DLGuard info.
I also added that if she just "didn't like" my product, to let me know and I would refund her money.
And, I never heard from her again. She has her products and I have my money.
Another customer paid for my electronic product through Ebay and Paypal. As you are aware, I have to send these products to my customers on a cd. So, she paid and I sent the cd. A couple of days later, she sends me an email and has changed her mind. (The cd had not yet arrived and she already knows she doesn't want the product.) Of course, I would be out the cd and any fees from Ebay and Paypal.
In such cases, I usually just send the refund and absorb the losses. But, I am getting frustrated with this type of behavior. I have changed my policy.
I explained to her that the cd had not had enough time to arrive and that after it arrived, please return it and I would refund her money.
I have not heard from her in several weeks so I must assume she is happy with her purchase.
In essence, many refunds can be avoided if you show people that you have proof they did indeed receive the products. A system such as DLGuard can provide that and actually save you money. And, in the case of mailed cds, asking the customer to return them for a refund can cut down on refunds.
I shot an image of the DLGuard info and sent her an email in which I pointed out that if she had "accidentally" clicked upon the buy button, then accidentally and methodically downloaded each and every product several times, that that was unlikely to have been an accident. I included the image of the DLGuard info.
I also added that if she just "didn't like" my product, to let me know and I would refund her money.
And, I never heard from her again. She has her products and I have my money.
Another customer paid for my electronic product through Ebay and Paypal. As you are aware, I have to send these products to my customers on a cd. So, she paid and I sent the cd. A couple of days later, she sends me an email and has changed her mind. (The cd had not yet arrived and she already knows she doesn't want the product.) Of course, I would be out the cd and any fees from Ebay and Paypal.
In such cases, I usually just send the refund and absorb the losses. But, I am getting frustrated with this type of behavior. I have changed my policy.
I explained to her that the cd had not had enough time to arrive and that after it arrived, please return it and I would refund her money.
I have not heard from her in several weeks so I must assume she is happy with her purchase.
In essence, many refunds can be avoided if you show people that you have proof they did indeed receive the products. A system such as DLGuard can provide that and actually save you money. And, in the case of mailed cds, asking the customer to return them for a refund can cut down on refunds.
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