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How to lower refund rates on a fitness program?

by FitnessPro
10 replies
If I were to sell a downloadable fitness program i.e. a PDF, even if it was the best in the world I would image 80% of people taking advantage of my "no questions asked 60 day money back guarantee". So in an ideal world I would probably offer a PDF download in addition to something like ClickBank University where login details would be supplied and the customer would get gradual access to maybe training videos, program updates and other content every 1-2 weeks until the guarantee offer is long closed.

It's not an ideal world because time and money are tight so I was trying to imagine a way I could do something similar in a simpler form initially to ensure low refund rates on my site / ClickBank but I am not too sure.

Any advice appreciate.

- Regards.
#fitness #lower #program #rates #refund
  • Profile picture of the author RyanJohnson1
    Originally Posted by FitnessPro View Post

    If I were to sell a downloadable fitness program i.e. a PDF, even if it was the best in the world I would image 80% of people taking advantage of my "no questions asked 60 day money back guarantee". So in an ideal world I would probably offer a PDF download in addition to something like ClickBank University where login details would be supplied and the customer would get gradual access to maybe training videos, program updates and other content every 1-2 weeks until the guarantee offer is long closed.

    It's not an ideal world because time and money are tight so I was trying to imagine a way I could do something similar in a simpler form initially to ensure low refund rates on my site / ClickBank but I am not too sure.

    Any advice appreciate.

    - Regards.
    your assumptions come from the wrong place...

    Why do you assume your refund rate would be 80%?
    Unless your product is just awful then I don't see it having that refund rate...

    Even back in the day when clickbank allowed those hypey biz opp offers where sometimes there was no product even completed many of those only had 40% -50% product.

    the average person unfortunately is lazy, and it costs effort to try and get a refund...

    So i dont see it being that high unless there is literally nothing there..

    The main things to keep your refunds low are...

    #1 Make sure the person actually gets what they paid for...
    #2 having a way to make sure the product is actually used...
    #3 having customer support available

    You might want to add a FB Group access to the product so whenever people have questions they can get an answer from someone, and it doesnt even have to be you...it could be from a fellow customer.
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  • Profile picture of the author Raydal
    Originally Posted by FitnessPro View Post

    If I were to sell a downloadable fitness program i.e. a PDF, even if it was the best in the world I would image 80% of people taking advantage of my "no questions asked 60 day money back guarantee".
    I think you are confusing the percentage of people who wouldn't even bother
    to use the product with the refund rate. If you have a high quality product
    you don't have to worry about refunds. But if you drip feed extra training
    then your retention should be higher.

    I'm reminded of when I sold my very first ebook about every time I contacted
    my customer list, someone asked for a refund. It was as though they didn't even remember that they bought my ebook until I "reminded" them in my email.
    Solution? I stopped emailing my customers. (Not recommended.)

    -Ray Edwards
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  • Profile picture of the author GailTrahd
    Another way to keep your refund rates low after:

    1. over delivering great content
    2. great customer service
    3. FB page for customers - almost better than a forum these days for ease of set up
    4. pricing structure that meets your target market

    Is to deliver more content a week or so after the purchase. Maybe a complementary product, like on motivation through fitness, nutrition, etc. Then offer another bonus 30 days from then. It keeps customers satisfied with product - ONLY if the product is quality though.
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    • Profile picture of the author FitnessPro
      Originally Posted by GailTrahd View Post

      Is to deliver more content a week or so after the purchase. Maybe a complementary product, like on motivation through fitness, nutrition, etc. Then offer another bonus 30 days from then. It keeps customers satisfied with product - ONLY if the product is quality though.
      Exactly! But I am unsure how to implement this properly. Like I can't keep track of every single order and count the days until each individual buyer is due their post purchase bonuses?
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      • Profile picture of the author JohnMcCabe
        Originally Posted by FitnessPro View Post

        Thanks for the replies - It's just that once downloaded the buyer knows that he can get a refund and the money back when it's a PDF (they would't be worried about the little bit of effort involved in the refund process if it was worth money to them). I'm not trying to be pessimistic but just to be on the safe side would anyone know of a better incentive (low cost) for buyers to reconsider a refund i.e. gradual access to content?

        Thanks.
        You don't seem to have a very high opinion of your potential customers. Could you be transferring your own attitude to them? (If that angers you, good. It means it isn't likely to be true.)

        As long as you deliver what you promise, your refund rate should be reasonable. Most people are basically honest. The chiselers are just a part of doing business.

        If you really want to reduce your refund rate from real customers, offer a lifetime guarantee. It removes the time pressure the standard 60 day deadline imposes. I know several people whose refund rates actually dropped when they lengthened the guarantee period.

        Originally Posted by FitnessPro View Post

        Exactly! But I am unsure how to implement this properly. Like I can't keep track of every single order and count the days until each individual buyer is due their post purchase bonuses?
        Add a page to your PDF offering a bonus and lifetime updates if they "register" their product by opting in to your customer list. Then set your emails up on an autoresponder to go out automatically at the intervals you decide to use.
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        • Profile picture of the author FitnessPro
          Originally Posted by JohnMcCabe View Post

          You don't seem to have a very high opinion of your potential customers. Could you be transferring your own attitude to them? (If that angers you, good. It means it isn't likely to be true.)

          As long as you deliver what you promise, your refund rate should be reasonable. Most people are basically honest. The chiselers are just a part of doing business.

          If you really want to reduce your refund rate from real customers, offer a lifetime guarantee. It removes the time pressure the standard 60 day deadline imposes. I know several people whose refund rates actually dropped when they lengthened the guarantee period.



          Add a page to your PDF offering a bonus and lifetime updates if they "register" their product by opting in to your customer list. Then set your emails up on an autoresponder to go out automatically at the intervals you decide to use.

          John that actually is true, just because I'd probably do it myself doesn't mean the next guy would! I like the idea about the lifetime guarantee also, maybe I'd split test different guarantee lengths down the road to see how it goes.

          Yeah the autoresponder is a straight forward approach - I could spend a week or so making numerous short videos + paragraphs of pertinent content and gradually drip feed it to buyers bit by bit each week.

          Thanks.
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  • Profile picture of the author 10kaday
    I would say the highest is 10% not 80%.

    80% has never happened
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    • Profile picture of the author FitnessPro
      Thanks for the replies - It's just that once downloaded the buyer knows that he can get a refund and the money back when it's a PDF (they would't be worried about the little bit of effort involved in the refund process if it was worth money to them). I'm not trying to be pessimistic but just to be on the safe side would anyone know of a better incentive (low cost) for buyers to reconsider a refund i.e. gradual access to content?

      Thanks.
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      • Profile picture of the author RyanJohnson1
        Originally Posted by FitnessPro View Post

        Thanks for the replies - It's just that once downloaded the buyer knows that he can get a refund and the money back when it's a PDF (they would't be worried about the little bit of effort involved in the refund process if it was worth money to them). I'm not trying to be pessimistic but just to be on the safe side would anyone know of a better incentive (low cost) for buyers to reconsider a refund i.e. gradual access to content?

        Thanks.
        you're making something an issue that's not an issue...at one point mike geary was making like 11 million bucks per year on clickbank with truth about abs and that was an eBook.

        trust me people refunding is not gonna be an issue if the product is good and you ad the Facebook community aspect to it.
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  • Profile picture of the author Miguelito203
    Originally Posted by FitnessPro View Post

    If I were to sell a downloadable fitness program i.e. a PDF, even if it was the best in the world I would image 80% of people taking advantage of my "no questions asked 60 day money back guarantee". So in an ideal world I would probably offer a PDF download in addition to something like ClickBank University where login details would be supplied and the customer would get gradual access to maybe training videos, program updates and other content every 1-2 weeks until the guarantee offer is long closed.

    It's not an ideal world because time and money are tight so I was trying to imagine a way I could do something similar in a simpler form initially to ensure low refund rates on my site / ClickBank but I am not too sure.

    Any advice appreciate.

    - Regards.
    From the question in the title, I assumed you had already implemented something and had high refund rates, but you're making assumptions. Just because something is downloadable, it doesn't mean people are going to automatically refund it. For example, I'm promoting some stuff in the dating niche but haven't had one refund.

    With that said, I either purchased the products in order to review them or got review access. If you're thinking about promoting a program, I would suggest that you purchase, implement, and document your success/struggles. People love that stuff no matter the niche you're in.

    Joey
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