I just had my first refund request... How did you handle it

Refunds are a part of this business...period.

Even Wallmarts gets 'em.

Just issue, forget about it after, and then move on.

Trust me...you'll survive this business a lot longer if you do.

If you have to, do it. Don't make bad reputation because of one problem.
Look forward, if you have bad rep, maybe someday you won't be success.

Depends on the situation. If, for example, they are asking for a refund because they had problems downloading your product, you could offer to help them out, find alternative ways to get your product to them, etc.

In other cases, just issue the refund and move on. If, for example, I've purchased your product and asked for a refund because it's not something that's going to work for me or didn't have the information I expected, etc., you are very likely not going to be able to convince me otherwise. So, send the refund and move on.

If they're not happy with the product, they're not going to use it anyway. They may even delete it after getting their refund.

If they're a serial refunder, odds are that they won't put the info to use anyway. They'll just move on to the next vendor and grab their next "freebie."

You should handle refunds exactly the way you would want to have your refund request handled. Quickly, with no hassle and no questions asked. Just do it, keep improving, and focus on learning to make your existing customers happier, and taking what you learn there and applying it bringing new customers in.

A business is about focusing on the money coming in, and the money going out as cost. Refunds are neither - it's money you technically didn't have. Just forget it and move on. Don't take it personally. You are a factory that produces information, not an artist.

Thanks guys I really feel much better .... I think i will always take things a little personally but maybe i can use that as a strength to constantly improve and give great service.

You are being asked for refunds which means you are selling something. Concentrate on the positives. You are a winner. Some people get no sales at all. Look at ways of getting more sales. Make note of who the refundee was and then refuse to sell them any more products unless they write to tell you why they asked for a refund.

No, don't take it personally. There are some people who a) really don't like the product or b) want to get it for free. Your goal is to have a product that receives few refunds overall. That way, you'll profit and when your product becomes saturated, move onto the next one. It is purely business, nothing more.

Cathy, I think its also worth noting that there are some customers who buy and already plan on refunding the moment they click"Purchase". I believe it was the late Gary Halbert, marketer extraordinaire, who said something similar.

Also, John Carlton, copywriter, makes the rather convincing case that if you're NOT getting refunds, you are simply not selling hard enough. Either way, refunds are part of marketing.
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Bruce

Well like the wise man says, customer is king, so treat them well and they do the same with you. Nobody is perfect, just move forward

Already said but I wanted to put in my vote for refund them but do inquire as to what the problem was so you can see if there is something that needs attention.

I think it's kind of good that you take it personally, it shows that you are conscientious and want to put out a good product, not just someone who wants to make a few quick bucks on some piece of crap.

Having said that, you can't take it too personally because it does come with the territory. Could just have been someone who wanted a free product (I got a couple of those myself this week) and there is nothing wrong with your product at all!

Lee

Don't fret over the small stuff. It's business and many people are more likely to ask for a refund via a website than in person. I make the refund quick and get it over with.
The last thing you need is a complaint to your billing company (i.e. paypal, etc).
There are more buyers out there...don't worry about a few refunds.
K

Think of it as an opportunity to learn about your business. I have a website that does hundreds of sales a day on PayPal. I average 2 chargebacks per month. I prefer to issue the refund first, then ask if there's anything we could have done to preserve them as a customer. That way they know we're not trying to hold up the payment.

You should also understand that a great deal of people who ask for a refund, have decided they want a refund before they even buy and even look at your product.

Clickbank has an army of people that do this--they surf for IM info and request the refund instantly because CB has a policy that you must provide a refund (without exception) anytime someone asks for one within 60 days.

Everyone gets refunds...don't sweat it. If your rate is higher than normal, however, then your product is crap and people are pissed because they feel they have been taken. Doesn't sound like the case with yours...

All I could add is you may want to control when you are checking your email – if you do your best work in the morning, for example, then don’t check email until noon – 1 refund request could ruin your productivity for half the day or more.

It is impossible to please everybody. Just do your best and God will do the rest.

At least you give refund. I see people that run with no refund they give. So that is all ready awesome what you did.

All the best in your business.

Even though I knew it was a scam, I just let it roll.

The fact that someone or some people actually invested in the first place is a positive.

You did the right thing.

Bayo

Wow guys thank you so much .... I am glad i got this dissapointment over with , i will move on now and enjoy the experience

Don't take them personally, just find out why they're requesting the refund and then use what they said to make your product better.

I think I handled my first refund quite the same some years ago. I can't really recall if I did cry...but that's beside the point...

Like the rest of them who posted in this thread, it's inevitable, just don't let it effect you negatively because there's more to come your way.

Sometimes you receive refund request not because your product or service is bad but mostly because it does not really suit the buyers needs. I had one because a product I was marketing was in English...can you believe that?

Just don't do a 'come back' on them. Just let it go and issue it as soon as possible.

Unless it's a real problem on our end, then try to resolve it the soonest as that may cause for more support issues and more refunds...

But still, if you feel that handling negative feedbacks do effect you emotionally then maybe perhaps you might want to look into employing a VA to handle the request via your help desk. Then they just revert to you, as who wanted the request and a little on the 'whys'. Psychologically it might help you not to take it personally as someone is helping you to cushion the impact...

Just my 2c.

Just remember, you can't please everyone - if you try to you will end up pleasing no one. Take it on the chin and instead focus on the sales you DID make and the people who DIDN'T ask for a refund. You're obviously doing something right. If you get too involved with refunds it will end up chewing up a lot of your time that could be better spent on attracting more new customers.

I think everyone goes through the same when they get their first refund. But after a while you learn it is just another part of doing business and life goes on.

Indeed, refunds are part of the business. Don't take it as a personal affront that people are asking for refunds.

Some may have a legitimate reason while others do it so they get a copy of your product free. You just take the good with the bad.

In the end it's business and it is quite impossible to please every customer.

And since we let Clickbank handle everything including refunds we don't get too attached to refunds anymore.

Since I've been getting more and more into product creation and sales I've been considering doing a 50% refund to those unhappy with my product(s).

Because, as what you mentioned above, they now have your eBook and 100% of their payment? That seems unfair to me.

I'm sure it would cause some people to think twice before buying from you but those that really want your product will go for it.

Definitely the latter. There's no sense in taking refunds personally since they are very seldom a personal issue. But there are a myriad of reasons why people refund. I've actually consulted with a few companies last year helping them reduce their refunds.

To me there are two types of refunds:

1. Quick and easy.

2. Ones you can learn from.

With one firm we send random surveys to people by e-mail, mail, and via the phone to find out why they asked for a refund. The feedback and data we got back from those allowed us to implement a strategy to not only decrease their refunds, but to improve their sales process to actually increase conversions.

You can learn a lot from refunds. Sometimes people realize they went over budget and they ask for the refund. Sure, some refunders do so because that was their intent all along, but there are plenty of other reasons why people ask for refunds.

I don't see it as "girlie" at all. I know I took my very first online refund pretty hard. Hey, just being honest. Same with the next 25 or so.....

But over time, education, and refining my sales process I learned not to take it personally because I realized it wasn't a personal thing.

No, but you can use it as an opportunity to gain some valuable feedback. I randomly ask people why they asked for a refund and if there is any feedback they could give me to make my product / website / whatever/ better. Right now we do this once for every 50 to 100 customers we have. Though when I had smaller volumes I did it for every 1 in 5 or 10. We've gotten some great data over the years doing this.

Yes if you have a digital product they now have it and there's no waiting for them to ship it back before you can issue the refund. Unfortunately that's the nature of the beast. Don't lose any sleep over it. Focus on making the user and customer experience better, increasing your conversions, and you'll eventually get to the point where handling refunds is just part of the business. Just remember, it doesn't always have to be a negative part of the business, because refunds can lead to great customer feedback.

RoD

Hey Cathy. Don't sweat the small stuff.

I remember the first time i had a refund. I went berserk.

I thought it was the end for me but realized there is alot of people that will purchase stuff then return it just so they can get the free training.

Yes it's true

People do this.

Anyway don't stress yourself over this.

You cant please everyone.

I love turning negatives into positives so here's
a fun little exercise for you... if you choose to think
about it in the right way.

First, know that everyone gets refund requests. Also,
know that the big shooters pretty much know in advance
approximately how many they'll get because they've tracked
their numbers over a period of time.

So... here's the positive twist...

The ONLY difference between you and the big players is the
fact that they've issued more refunds than you have... which,
of course, equates to having made more sales.

So...

Welcome each refund as a step toward the amount of wealth
you aspire to achieve. Refund request arrives... you say "THANK
YOU... I'M ONE STEP CLOSER!"

Tsnyder

Hi Cathy
I would just like to quote the late and much missed Jim Rohn.

Jim said "Don't ask why; its just the way it is".

You have to expect to give a refund at some time. There is bound to be a statistic which shows that not one person will ever achieve a lifetime of sales without giving a refund. So you have to accept it will happen and that there is at least one (whatever you want to call them) that will fit the statistic. That's the way it is.

Put together a small contact form / survey, and upon issuing the refund, politely ask them to fill it out. You'd be surprised how many people will take the time to do so!

There will always be people not satisfied with your product, there's nothing you can do about it. Try to convince him otherwise but if he still insists give him the refund.