Do you send a Follow Up Email after issuing a Refund?

by BIG Mike Banned
13 replies
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#email #follow #issuing #poll #refund #send
  • Profile picture of the author gimmick
    Its polite to do and maybe you can win the customer back some day if you can write well, so I'm for it definitely - its also good customer service and always better to be personally in contact if possible.
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    • Profile picture of the author mjbmedia
      Definitely .

      Id want to know why they returned the product. May well be some misunderstanding on how best to make use of the product and once they get that, they may want it again.
      Signature

      Mike

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  • Profile picture of the author tommygadget
    I politely ask for some feedback on improving the product. I also put them on a refund list. Sometimes I send them discount "return to the fold" coupons. Some do come back, interestingly enough.

    TomG.
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    • Profile picture of the author Ganceann
      Originally Posted by tommygadget View Post

      I politely ask for some feedback on improving the product. I also put them on a refund list. Sometimes I send them discount "return to the fold" coupons. Some do come back, interestingly enough.

      TomG.
      I do something similar to Tommygadget.

      When the initial refund request comes in I reply to the email and ask about how the product could be improved to be more useful to any future buyers. I also include that I have noted the refund request and outline roughly how long it will take.

      If they reply to the feedback request I normally reply and thank them for their suggestions + confirm their refund request has been initiated and they should notice it shortly on their account/card etc.
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  • Profile picture of the author tommen
    I voted yes.It´s polite to do so.
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  • Profile picture of the author Glenn Leader
    Hi Big Mike,

    For me it depends on the refund attitude or reason....

    I sometimes get a 'give me a refund now, or else!' email. No reason given,
    and certainly very rude in the way they demand one. I don't usually post a
    refund policy. Rude people wait longer than those who try to work with me
    to solve any problems they might be having. I have a lot on my plate, and
    dealing with negative or difficult people isn't on my horizon. These people
    also forget that we have lives outside of IM, and can't just drop things to
    suit them. I don't work weekends for example unless I'm on a Mission Critical
    job.

    The people who choose to ask for a refund politely, normally do get an email
    from me confirming this, with a thank you note for trying it out. I Sometimes
    turn the situation around and offer them one of my other products that
    might be more suited to their needs. If it's more expensive, I waive the
    extra money, and if it's cheaper, I make it up to them.

    HTH

    Glenn
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  • Profile picture of the author John Rogers
    Thankfully I don't get many refund requests, but when I do I usually have the email open when I go in to execute the refund. It's just too easy to reply with "refund sent" when the email is already open anyway.

    John
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  • Profile picture of the author faverr
    I almost always send a follow-up email, just to be sure the refund arrived and to be sure they know I've issue one, on the off chance one or the other email gets sent to the spam folder. And the other suggestions in this thread of getting feedback are really good. Also, as was stated by some above, you never know if you are winning a customer's heart for the future. Sometimes the gracious way you act when dealing with an angry customer can impress them so they become a strong new ally for future purchases. Doesn't happen often, but it does happen. And even if they don't turn your way, you help save your reputation. Unfortunately, it's a bit time-consuming.
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  • Profile picture of the author Ross Kenny
    I do send a email because most people that ask for a refund are probably short of money. They might of liked your service but not been able to afford. They could come come back one day and will most likely buy from you again in the future if you're customer support is top notch..!!

    I've a standard email I just copy and paste.
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    • Profile picture of the author novasoft
      I always have my support guys send a standard mail letting the customer know about the refund and ask for feedback about how the product fell short of expectations.

      You always , well almost always get back good critique that can improve your sales process.
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      • Profile picture of the author Shannon Herod
        Hey big Mike,

        I put sometimes, but it is actually only one time. I had one person buy three of my products and request refunds for all three of my products.

        This happened over different time frames. So, I made the assumption that the person is just a refund addict and trying to get the product for free.

        So, after the last refund I sent a note along with a refund stating that he has been banned from purchasing from me. Now, he is on a banned list that goes into my system that will not allow him to purchase any more of my products.

        Unfortunately, sometimes you need to do that.

        Regards,

        Shannon Herod
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  • Profile picture of the author Dontrell Lyons
    Yes I do! For every refund, there's no hard feelings...It's not like I lost a lot money on the deal, besides the dollar or so for merchant fees.

    I send every one of my customers a followup email just to maintain my customer list, they may have asked for refund for a hundred different reason.

    This is easier said when your selling information products tho!
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  • Profile picture of the author Chris Lockwood
    No, I just issue the refund, and all the payment processors I use send the customer an email confirming that, so no point wasting any more of my time.

    I've tried writing back nicely asking what they didn't like or how the product could be improved and have never gotten any useful response; this just upsets them more, as if I were trying to avoid doing the refund (even if I wrote back after refunding!).

    Now I only write back if they ask again after already being refunded, like they aren't paying attention to their email or don't know how to check. Some seem to think the credit will immediately appear on their statement.
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