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If Customer Refunds Product, Cancel His Subscription Too?

by warriorgo
3 replies
Hi,

Seek some thoughts on this issue. I have a single product that also gives a one month free access to a subscription site I run.

The single product has a guarantee and if a customer were to ask for a refund within the guarantee period, I will refund him BUT should I ask him whether he wants to cancel his subscription too?

Or should I just take it that he only doesn't want the single product, but he wants the subscription product..... let him continue with his subscription and bill him a month later?

What are your thoughts?

Thanks!
#cancel #customer #product #refunds #subscription
  • Profile picture of the author Tsnyder
    My guess would be that if he canceled the product purchase
    he likely doesn't want to continue the subscription billing...

    But that's just a guess... ask him.

    Tsnyder
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  • Profile picture of the author Chris Lockwood
    It's hard to say without knowing what the product and subscription are. Is the subscription useful by itself?

    If the person wanted to cancel, he really should have made that clear with the refund request.

    Wait- I just reread the first post. Is this hypothetical or a real request?
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    • Profile picture of the author ronr
      At depends in their attitude, but I would cancel them.

      If they refunded your product, they either didn't like it, were serial refunders etc. Either way odds are they will not be happy if they are rebilled.

      Yesterday I had someone order one of my products that was set up the same way. As soon as they purchased they emailed and complained that they didn't know about the rebilling, didn't understand how to download the product and more. He had a bad accusing attitude right from the start.

      In case you are wondering the trial membership bonus and rebilling if they don't cancel is disclosed about 5 different places on the sales letter, order form. In fact it's disclosed so many times that I almost never get any complaints

      So I had a choice, try to spend time explaining that he should have known about the rebilling, try to defend my product. etc.

      or

      Give him a refund, cancel his membership, and wish him well.

      In other words nicely fire him!

      I choose the latter. It was pretty obvious to me that the was going to be a high maintenance customer. So I ended it quickly without expending any emotional energy or time.

      He emailed me back saying he was sorry for his tone but that he was burned before and complementing me for my product. So now he is happy, we parted well and I'm happy not to have to deal with him anymore.

      I've learned over the years that I don't need one customer. That's the beauty of membership sites. Invest your time with the 95% of good customers and members and wish the others good luck.

      Ron
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