How do you handle refund requests for digital products?

Same as Rob. If you make a guarantee you have to honor it. If you don't make a guarantee, then I guess you can do whatever you want, but be prepared for chargebacks if you don't grant the request.

It also depends on how you accept payments. If you're using a service like Clickbank they offer a 56-day (I think it is) window for refunds and they're pretty much automatic unless the person asking for it has established a pattern of asking for refunds.

Dennis

In your particular situation, I would not refund it. "just doesn't work for me" just doesn't work for me, yanno?

I agree with the PP's...if you make a claim and/or offer refunds, then you have to honor it. If you do not, then use your own judgment.

I treat them as a business expense.

Yes of course some people will take advantage of your generosity but many more will buy because of it.

It's just one of the costs of business - other businesses have to pay for physical products, warehousing, postage, damaged / faulty goods, shop lifting etc.

Selling digital products we are spared of all that but instead have the cost of refunds and people giving your product to their friends.

Overall the advantages far outweigh the disadvantages.

Just refund 'em and keep 'em on the list just in case they make a purchase of an affiliate product you recommend and YOU get your refund back!

Seriously, don't waste too much time worrying about refunders! It's a fact of IM life.

Don't take it personally.

Garry.

P.S. However if your refund rate is very high in comparison with your total products sold then maybe your product doesn't deliver what it says on the tin!

Here is how I handle it:

I give a refund and block their IP address so that they can't make any further purchases from me.

Business is business; period.

Which means; whether you're doing business on the Internet or in the 3D world, you need to conduct your business as a "business".

IF I offer refunds, I honor the exact terms of my refund policy. Which is basically the same when I don't offer a refund; this is still my "refund policy".

Really, the only one you need to be worried about is your payment processor. As long as you comply with their TOS and "clearly state" your terms, then you're conducting business as a business.

Main point is to offer quality product, however. I stand by my product(s) and services with a straight back and stuck out chest because I know I spent tireless weeks/months on creating something that I can be proud of to sell and/or put my name on. I will also go out of my way to help those that really try and want that product/service to work for them, (not just finding something wrong with something to justify their own shortcomings).

Just like in the 3D world; if you're selling on a crowded street then you probably have a security guard at the door. So protect your files from unauthorized downloads. Just like in the 3D world; if you have 10 (or more) refund requests every sale, then take inventory of the criteria of the refund(s); meaning, do they look like they're coming from the same place? Person? IP range? Country? State?

Hope this helps...
PLP,
tecHead

How I handle refunds? I give them with a smile! There are numerous reasons some require refunds and part of doing business....it sucks if you already paid out your affiliates but I still take the hit...that's just how I roll.

I try to get feedback - even having my performance marketing manager personally call that person to find out why or email to find out why so we can make the product better if there was an issue.

Yes - I try to get a testimonial as well - not on a 'refund' statement perse - but usually i give something else I have of mine for FREE or for a deep discount to that person and say 'all I ask in return is a honest testimonial from you'

....the reciprocity trigger usually kicks in that way

Like many others have said, I simply give them and move on with my day. If your product lives up to your claims, you shouldn't have many. And if your product doesn't live up to its claims, then expect refunds and issue them immediately.

Fighting it ain't worth the hassle.

Offer the biggest refund guarantee you can. Refunds will drop, sales will increase, and you'll spend less time dealing with this crap.

I think it was Dan Kennedy who said if your refund rate is less than 10%, you're not selling hard enough. I don't know if I agree with that... but food for thought.

-Dan