Less Than A 2% Refund Rate On ClickBank Product: The Dirty Secrets Exposed...

by 17 comments
My wife has a few products that she sells on
ClickBank, and over the last few years I've
been shocked at the amount of people who
request a refund.

It's less than 2%.

While we had our coffee and scrambled eggs
my wife so kindly made this morning, we
did our normal thing and talked about her
business, goals, directions, problems,
solutions, ideas for new products, marketing,

The conversation lead to she received a
refund request from someone last night. I
asked her how long it has been since she
received a refund request and she couldn't
remember. She just looked it up and it was
more than 100 sales ago. Looking back
through her emails, it's apparent that she
has less than a 2% refund-rate.

The reasons I believe it's so low is because...

1. Solves a problem in a niche

One of her ebooks has nothing to do with
making money and is a product that helps
people solve a problem they have. It's
proven if they follow her advise in her
ebook that over time people will be able
to rid themselves of this problem.

2. She over delivers

The ebook is Loooooong and is jam-packed
with information - much more than the
sales letter I wrote discloses. So when
people download the ebook and all of the
bonuses, they feel as they got a lot for
their money - which they really do.

3. She provides a ton of information for free.

Between blog posts and hundreds of
articles, she gives away a ton of tips, ideas,
and how-to information. Those who read
her articles and blog posts realize, "Wow,
if she is sharing this much information
with the public, I can't imagine what the
information in the ebook is like!"

4. She builds a strong relationship with her list.

This is some basic stuff, but all of the
emails in her auto-responder are VERY
personalized. All the way down to one
that I tossed in that a TON of people
reply to... most think that the email
was sent directly to them personally.
People know that there really is someone
behind the website and someone that
really cares about them. Read that
last sentence again.

5. She provides a lot of special offers to
those who are on her list.

My wife now has 4-5 products that she
offers to this list. Every time we launch
a new product, we give everyone on her
list a special discount price only available
for 7 days before we go live with the offer
to the public. This little technique has
been very powerful.

6. Survey's the list often.

She not only launches surveys to learn
what other products/services her list is
interested in, but also to get an general
feel for where everyone is at. Based on
this information, I make tweaks on the
sales letter to overcome new objections
that we learn people have. This of
course increases the conversion rate
and helps future customers feel even
more comfortable with their purchase.

7. She responds to all emails

Have you ever purchased a product on
ClickBank and you sent an email to the
product creator and never heard anything
back? This has happened to me many,
many times. Heck, it even happened
to me last week and I still haven't
heard from the fool.

Most of the emails are "thank you's"
from people, and of course there are
emails from those interested in the
product, but have some questions first.

Can the email-responding be outsourced?

Yes and no. Any technical issues, like
download issues can easily be outsourced.
However, that is a very small percentage
of the emails. The rest of the emails
have to be replied to by my wife personally,
there's no way around it. Yes, that is
extra work, but that little extra work
is a large reason why the refund rate is
so low.

I'm sure there are several more reasons,
but wanted to share the few above that
immediately came to me. Hope this is

P.S... For those who read my other post
about writing a long post and losing it
because I didn't save what I wrote... I'm
saving this before I submit!
#internet marketing #clickbank
  • Profile picture of the author Praveen Kumar
    Hi Dude ,

    My name is Praveen From India ,

    can you tell me that how much people in your wife's list , please?


    • Profile picture of the author oneplusone
      A great list.

      One thing I'd add is to reply with fairly long e-mails to customer questions when appropriate.

      What it comes down to I guess is showing that you actually CARE as Steve Jobs once said.

      Almost everything on your list shows customers that your wife actually cares and it isn't just about making money.
  • Profile picture of the author IdeaLady
    Great post. Sounds like your wife treats her customers the way she would like to be treated. That is a recipe for success in nearly any niche!

    Congratulations to both of you for doing things right and reaping the rewards.
  • Profile picture of the author MarthaD.
    Thanks for the great advice! Nothing beats value and personal attention as you've proved by your success.
  • Profile picture of the author marketermatt
    Cheers for that post dude

    Very helpfull

  • Profile picture of the author RussRuffino
    What's the general price point, if I may ask?

  • Profile picture of the author Steve Peters Benn
    I'd like to suggest that they aren't in a niche where people have come to expect that they can buy something with every intention of asking for their money back?
  • Profile picture of the author GeorgR.
    Is she in the health niche? Just out of curiosity. Solving problems is always good.
  • Profile picture of the author paulie888
    Would you mind revealing what niche your wife's CB ebook product is in? You don't have to be ultra specific.
  • Profile picture of the author clever7
    I follow your wife’s tactics in many ways. Believe it or not, my refund rate is 0% since 2007. Only once a customer asked for a refund because my webmaster at that time made a mistake and she didn’t get her ebooks. She became angry and cancelled the purchase, without caring about my explanations. Besides this case, nobody else ever cancelled any purchase after reading my ebooks. (I’m in the mental health niche.)

    I don’t sell many ebooks per month, but I'm regularly selling them. However, I sell more ebooks through Paypal than through Clickbank because my affiliates are not active enough.

    I don’t write very personal messages to my subscribers; I simply send them my best articles. I always immediately answer their messages whenever they send me any, but I have to improve my follow up messages, send a few broadcasts once in a while… I can’t find enough time for doing everything.

    I like the idea of surveying my subscribers, and the special offers’ idea. Thank you for this post!

  • Profile picture of the author Texas_Guns
    Wow - this post came out of the woodworks! You can see that I
    posted this back in August of 2008. Two and 1/2 years ago! My
    wife no longer has this product. We actually sold it for $50,000
    cash no too long ago.

    In addition to a low refund rate, what is even more amazing is
    that we sold a site that averaged less than $1,000 a month in
    profit for $50,000 cash.

    We did not sell the site on Flippa. I have found you can make
    MANY times more money selling a site using other methods.

    Hi Dude ,

    My name is Praveen From India ,

    can you tell me that how much people in your wife's list , please?


    There was around 2,000 people on the list by the time it was sold.

    What's the general price point, if I may ask?


    Is she in the health niche? Just out of curiosity. Solving problems is always good.
    • Profile picture of the author tpw
      Originally Posted by Texas_Guns View Post

      We did not sell the site on Flippa. I have found you can make MANY times more money selling a site using other methods.

      There is something that I would be interested in hearing more about.
  • Profile picture of the author Dave Lianelli
    Hey Texas_Guns,

    did you use a brokerage firm to sell the site? Or did you post it up for sale at classified sites?

    I've yet to find a decent brokerage firm that really 'gets' online business.
  • Profile picture of the author PaulMark
    Well, it goes to show that the principles your wife used are timeless! :-)
  • Profile picture of the author Chris The Traffic Blogger
    This is exactly how I run my blogs. Very happy to see someone else doing the same thing. And yes, the refund rate really does get that low and lower still the more you add for free to the product. My best product has less than .05% refund rate. It's crazy to think about for a clickbank product.

    Be sure to offer some sort of free update system which will prevent people from gaming the system by buying and refunding right after downloading.

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