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Refund Solution Idea Thread - Stop Refunds Cold

by Scott Ames
7 replies
Lets all kick in here. There has been a lot of discussion about refunds and how to deal with them. Some say give em no matter what, others say don't. I realize that each marketer can run his/her business any way they like despite any reactions that might occur.

The purpose here is to reduce refunds to a bare min. Kick in ideas, good, bad, ugly, who cares. At least anyone reading this thread will have a menu of things to try. Comment on those you disagree with or agree with.

I'll start with a few refund reducers:


Promise to send a physical product, DVD, CD, newsletter, etc. x days after purchase. Chances are the buyer will not refund at least until that arrives and may just bag it. You could also hold the refund until that physical product is returned in good condition.

Include a bonus such as a certificate to a future seminar, webinar, etc. void if a refund is issued.

State that any refund will be processed 3 days after purchase. May prevent instant refunders from remembering to refund.

Promise a future upcoming edition of the product just purchased free. Refunders may wait.
#idea #refund #solution #thread
  • Profile picture of the author LB
    Those are all good ideas to help save sales. Anything you can do to add value after the sale is a winner.

    In my experience, once the refund request is issued it is best to refund without question.

    Once you have the customers money, they hold the cards. They can do a chargeback, file a complaint with your host, domain provider and merchant account, contact their state attorney general and even file a lawsuit.

    Keep an abundance mindset and save valuable energy for building your business with customers that care. Give the refund cheerfully and promptly.

    More than once I've had customers act like complete jerks while asking for a refund and upon my speedy issuance of it they responded with something like, "Wow, amazing service. Did not expect to get a refund...will consider you again in the future."
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    • Profile picture of the author Sandor Verebi
      Originally Posted by LB View Post

      ....More than once I've had customers act like complete jerks while asking for a refund and upon my speedy issuance of it they responded with something like, "Wow, amazing service. Did not expect to get a refund...will consider you again in the future."
      LOL... for what? For another product or another refund?

      BTW I'm second Tina's opinion. You need to be clear and plain in your sales letter. And if a request for refund arises then give their money back without any delay. It belongs to the business.

      Nevrtheless there are people for who nothing is enough good always. So what? NEXT! If you give real value and over deliver then the refund rate is slow.
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      • Profile picture of the author Aronya
        Another idea is to extend your return time frame as far out as possible; say 1 full year. Plenty of would-be returners will put a product on the shelf (and forget about it) if they have time to come back to it, but will be sure to return quickly if the stated refund period is short (no time to dilly-dally; I've got to send this back ASAP).

        My 2cts.
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  • Profile picture of the author forous
    Build a strong relationship with your customers and you will see how refunds will be limited.
    Once awhile, you will come across a few jerks but, that you cannot help it.

    Don't play hardball with refund, it builds relationship and they might come back.
    I have customers who asked for refund for a one product and bought the next
    product I promoted.
    Strong relationship goes a long way.
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  • Profile picture of the author James12C
    Fair points, TMG. If you use Clickbank, you're committed to the refund, and that's that, no matter how big the jerk. PayPal the same. I've only asked for refunds three times - in each case explained clearly why the product wasn't for me. In two cases the response was quick, courteous, and I have either bought again, or will. In the other, there was procrastination, evasion, and delay. This was a fly high viral product that bombed. YOU KNOW WHO YOU ARE!!! I will never forget!!!!!
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  • Profile picture of the author JamieBing
    Painful Disconnect...

    One little thing you can do is have a bonus that is something that would normally be a monthly fee. It needs to be something great though. When they come for that refund just let them know you will gladly give them the refund, however than monthly bonus they have access to will also stop. For us that bonus is a monthly Live webinar. They get to interact live on this call. If they get a refund of a product that included that bonus, they now have a point of pain to consider before they follow through with the refund.

    This does not really work with ClickBank because typically you do not know about the refund until it has already happened. It can save a few sales if they have come to your support desk asking for a refund via PP or have not already emailed CB for that refund.

    All of that being said, you never want to give your customer the run around over a refund. We do track our refunders and after 3 with no legit excuse... well "they are fired". :-)
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