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Customer Etiquette - Mini Rant

by pjs
13 replies
I've always had a very low refund rate on my products (less than 2%) but today I received a Paypal dispute. The reason was:

"Your ebook is useless. Refund NOW"

Blew me away. Not only have I received a ton of great feedback on this particular product but where the hell is the "customer etiquette"?

All this person had to do was request a refund either via email or my support help desk.

Naturally I was a little offended and responded with a message that was longer than it should have been. I normally just put "Refunded. Thanks for giving it a shot" but instead I sort laid into the guy and then refunded his purchase.

Anyone else seeing Paypal disputes as a way to request a refund? It's a pretty slimey way to handle it imho. This is the first time I've seen this (well, second, but the other was an actual fraud case).

Anyways folks, most marketers are honest business people and will honor their money back guarantees. All you have to do is ASK!

Peter
#customer #etiquette #mini #rant
  • Profile picture of the author warriorprocessing
    there is always one bad apple
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    • Profile picture of the author schabotte
      Don't let that person's attitude get you down. Give the refund and move on. Dwelling on it can cost you lots of unnecessary emotional distress.
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      • Profile picture of the author FrankRumbauskas
        Sounds to me like the guy was planning to refund before even placing his order. Selling sales products, I deal with a lot of this since the sales profession has a lot of unsavory people working in it. My refund rate is also extremely low but almost all of them request their refunds in just as nasty a manner as your customer did.
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  • Profile picture of the author matthewd
    I had one of the Paypal disputes once. It was the first time I had ever seen it, so I was freaking out afraid that Paypal was going to close my account or something... then I found out they don't even care.

    I can understand if they email you first and give the appropriate amount of time to respond before disputing it... but going straight to a dispute seems ridiculous to me.

    I also chewed out the person that did it to me.
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    • Profile picture of the author pjs
      Originally Posted by matthewd View Post

      I had one of the Paypal disputes once. It was the first time I had ever seen it, so I was freaking out afraid that Paypal was going to close my account or something... then I found out they don't even care.

      I can understand if they email you first and give the appropriate amount of time to respond before disputing it... but going straight to a dispute seems ridiculous to me.

      I also chewed out the person that did it to me.
      Exactly. I understand if he had requested it and I didn't refund his money.

      Oh well. I just had to vent earlier. All is good now.

      Thanks for the replies everyone..
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  • Profile picture of the author SteveJohnson
    Maybe his dog died or his cat pooped on the carpet.

    People have bad days and don't act as they should. Forget it and move on -- and don't get offended by people like that, it only hurts YOU. They don't care.

    I know - easier said than done, but still ...
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    • Profile picture of the author Paul Myers
      Maybe his dog died or his cat pooped on the carpet.

      People have bad days and don't act as they should. Forget it and move on -- and don't get offended by people like that, it only hurts YOU. They don't care.
      DING DING DING!

      We have a winner!


      Paul

      PS: Steve... Sorry to hear you flunked the cowboy exam.
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      • Profile picture of the author Neil Morgan
        I sometimes wonder how people like that get through life feeling that everyone is against them or out to rip them off.

        I mean, surely occasionally they must think that maybe, just maybe the problem is with them.

        I guess I'll never know.

        Cheers,

        Neil
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  • Profile picture of the author Spike SpiegelIM
    There will always be people like this. And it can get pretty unnerving. I just don't let it get to me. It's not worth it for people like these..
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  • Profile picture of the author mookinman
    I remember the very first time I sold my guitar info ebook on ebay - I got a negative because the buyer thought it wasn't good value. He think he was just having a bad day and needed somebody to take it out on. Since then I've gone on to sell nearly 1000 copies all with positive feedback - I get "fan mail" and everything!
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  • Profile picture of the author Leanne King
    Well there will always be one person with the potential to ruin your day! But if you worry about that very small minority of people you won't be able to concentrate on the real customers that love your products.

    Leanne
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  • Profile picture of the author Chris Lockwood
    It would be very interesting to politely write back (before refunding) and ask what exactly was wrong with the ebook and how it could be improved.

    I say "interesting" because people like that will NEVER give you any constructive feedback, even when you call them on their vague statements.

    I wonder how these people act in person when they are unhappy with something- do they go into the store and scream at the customer service desk? Or are they more civil when not hiding in cyberspace?

    BTW, PayPal disputes go away automatically if not escalated.
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  • Profile picture of the author lennelljones
    So many people feel free to misbehave on the Internet because of the anonymity afforded. They feel that they can just say anything and a LOT of times, it is just frustration from everyday life spilling over and fueling their online nastiness. In short, it is the need to vent their frustrations on someone and the Internet seems like a safe place to do it. If only they knew...
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