How Would You Handle This Refund Request?

My EXACT thought....that is a bit far fetched and I wonder if people lose interest that quickly.

If it's like Day 93 and they were hospitalized...sure I might let it go...but not at 6 months...TFB

Sorry...

Cheers,

Brad

I would make my judgement based on whether I could actually afford to refund him and lose the affiliate commission. It may sound strange, but if I was really wealthy and could afford it I would give him the benefit of the doubt. If not, I may have to think about it a bit further.

I had a whole bunch to say, but it struck me that people might think I was just being petty. So I typed this instead.

Hi Willie,

I'm not sure why you'd feel any more ripped off in this instance than if someone requested a refund within the 90 days. Who knows whether your 'legitimate' 90-day refunders were any more genuine in their motives?

The 90-day period is an arbitrary limit chosen by you (it could have been 30, 60, 120...days). You don't say whether you withheld all affiliate commission payments for the full 90 days - if not, what would happen to refunds after say, 89 days? Isn't that the same effective loss? And even if you withheld the commission, would an 89-day refunder who had never intended to use your product care either way?

My point is, you were willing to let buyers refund for 90 days regardless of their motives, so, really, what's the difference with this one, late refunder who may or may not have a genuine case?

You might ask where one draws the line as far as the elapsed time is concerned. I'd say that's something you could only judge after examining the overall refund rate and operating costs of your business. But I've seen strong arguments for an open-ended (or at least a 12-month) refund period.

For one, the psychology runs that if a buyer feels under no pressure to return a product by a specific date, it might well escape their mind completely (although this may depend, to an extent, on the cost of the product).

In this particular case, unless you were dealing with a serial refunder, I'd be inclined to offer a full refund on the offchance that you might impress the customer enough to either tempt him back in future, or to sing your praises to other potential buyers.


Frank

I don't know what I'd do.

I think that at best (from the customer's perspective) I'd refund "my half", explaining the position to him and saying that I really can't be expected to make a loss on it, having paid the affiliate for the work he did.

Wow Willie:

It's a very interesting question.

Luckily I rarely get refund requests. However, the one's I do get, on time or not, I usually honor.

I believe in over-delivery on products and on customer service. I just don't want grumbly people out there pointing that grumble in my direction.

And if what I'm offering isn't what they are needing, then I truly do hope they find it somewhere else. So I wish them well.

Again, very good question

Hi Willie both Jonathan Mizel and Marlon Sanders told me, don't argue or question just give them a refund, easier said than done I know. Peter

I agree. All sorts of thing happen to people and it's not your role to be a nanny. The person was wrong to ask for a refund. No dilemma here.

You are correct. It's not your problem but future relations
with that customer, and unofficial policy does come into play.

Russ, Nope. Like Willie said in the first post, there really is no right answer to this one.

That's what makes questions like this so useful. When there's nothing to point to that gives an outside definition of what's right and wrong, we have to think about our own values and decision-making processes. Those are the ones that help us learn.


Paul

May have been hospitalized - but then goes on with the "total lack of interest".

I would refund - but only 50% - with an explanation. For the seller, it's the cost of being a nice guy - for the buyer it's the cost of waiting six months to request a refund.

I wonder if there are more late refund requests at this time of year - people sorting through receipts for taxes notice they bought something and forgot about it.:p

kay

It's YOUR business and it's up to you to decide what
you will do outside of your normal refund policy.

Of course, honor your refund policy to all customers.

However, your refund policy can't cover every possible
scenario - real or fake.

I'm in business to do things EXACTLY as I want to -
not to be dictated to by an inflexible refund policy or
unreasonable demands from customers for that matter.

I'd deal with each case on merit.

In this specific situation, I'd give them the benefit of
the doubt, refund them in full and wish them all the
best.

Sure. The hospital story could be a complete fabrication
or it could be completely true.

Either way, expect the best in people (accepting that
sometimes they'll disappoint you).

Show compassion. At least you'll feel better in the process.

Dedicated to mutual success,

Shaun

Hi Michael,

I'd likely refund the net amount too, but yes, the amount
would matter... even if I just subconsciously weighted the
impact on my cash flow of issuing the refund.

I don't know whether it "should" matter.

Willie

As a matter of principle, the transaction amount should ideally not matter one whit. But when we're talking about a vast difference in figures like what you've mentioned above, psychologically it's going to be a lot harder for the majority of us to refund that larger amount unless it was truly justified.

Paul

I think this depends on how much "extra" money you have for refunds etc...

In theory, if you are selling products for $1997 you probably make a lot more than if you are selling them for $7.

Is it possible that a person that each person would be equally impacted financially - assuming a person that sells products for $1997 makes that much more than a person that sells products for $7?

I guess that's not a fair assumption as there is a lot of other factors involved in how much profit one makes etc...

Lee