Should I give a refund after 6 months?

60 replies
I just received an email from someone asking for a refund on a product I sold them 6 months ago. I gave a 60 day guarantee and I think that's enough. If it was a week or two after 60 days I wouldn't mind so much but 6 months?

Here's the actual email I received.

"I don't recall ordering this. If I did I did not intend to. There must have been an error. WIll you redeposit my funds back into PayPal. I would appreciate your response."


I think after 6 months you lose. What do you guys think?

Later,
Jeff Sargent
#give #months #refund
  • Profile picture of the author Kory Pearman
    No way. You keep the money.
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  • Profile picture of the author Always-A-Warrior
    Originally Posted by eagleeye View Post

    "I don't recall ordering this. If I did I did not intend to. There must have been an error. WIll you redeposit my funds back into PayPal. I would appreciate your response."
    I get this all the time and I say, NO DEAL!

    In fact you should knock this person off your list because they'll do it again. I would.
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  • Profile picture of the author Scott Ames
    It's way too late for a refund. If I go back and look on PayPal for six months I'm sure I would have things I purchased that I can't remember either. Too bad.. I lose.
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    • Profile picture of the author debra
      That's so funny.

      Concider yourself initiated when you get a refund request that's 2 years after the fact.

      I got an email for a refund request because his computer crashed and was recovering what he could onto his new hard drive.

      And since my product was probably by then outdated, he chose not to recover it onto his new hard drive so he requested a refund.

      Amazing...he even had the original reciept from clickbank.

      Which i still had to for tax purposes. His echeck never cleared.

      I forwarded the info I had from clickbank and requested payment and NSF charges before a refund could be issued.

      Never heard from him again.
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      • Profile picture of the author Steven Wagenheim
        First of all, PayPal won't issue a refund after 6 months.

        If you go to the transaction and pull it up, you won't find an issue refund
        option available.

        When I get this, I simply tell people that PayPal will not issue a refund
        after 6 months.

        Now, if I have a product with a 6 month refund policy, then I'll issue them
        a gift and PayPal is cool with that. Still, I can't technically issue a refund.

        In your case, since you stated 60 days, I would in no way issue a refund
        after 6 months...regardless of how you can get the money to them.
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  • Profile picture of the author HomeComputerGames
    I agree, 6 months is too long. They had plenty of time to figure out that they ordered something while drunk.
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  • Profile picture of the author Linda Van Fleet
    I agree with the others. No refund after that length of time. I bet they're just hurting for money and trying to find it anywhere they can.

    Linda
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    • Profile picture of the author Mike Shain
      Uh... that would be a no.
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  • Profile picture of the author Wendy Krick
    I agree, no way. 6 months is way too long.
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  • Profile picture of the author nicholasb
    you clearly stated 60 days, so no.

    they are very well aware that they ordered it or they would of sent that email the day it left there account..
    you cant be too nice or you will be right out of business
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  • Profile picture of the author Mohammad Afaq
    I don't think he deserves a refund after 6 months. If he didn't order the product then he should have know it the first month (his credit card statement).

    Just tell him sorry it's too late and there is no way you can refund his money after 6 months.
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  • Profile picture of the author Nat Jackson
    You offered a 60 day money back guarantee, which is more than acceptable...keep the money!
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  • Profile picture of the author Daniel Brock
    Hah - it sucks for him because he is also past the chargeback period.

    Don't refund - this is just a common trick to try and get some money back for a product they probably using anyway.
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  • Profile picture of the author Kezz
    Yup, not a chance. "I didn't mean it" is not even close to a good reason for a refund.

    I'd say the translation has a good chance of being "I've owned this product long enough to have had really good use out of it, and now I'm gonna go see if I can get it for free"

    Even if that's not the case, it's really still poor form to even ask for a refund at that point in the first place.
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  • Profile picture of the author Saul'
    Geez, what next, will they ask for a refund 50 years later too? Some people have the nerve.
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  • Profile picture of the author Shaka
    I agree with everyone else - NO GO on the refund.
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    • Profile picture of the author Ray Erdmann
      If a person is too dumb to check their monthly bank account and/or credit card statement(s) for any erroneous charges every month and doesn't recognize one until 6 MONTHS LATER, then no, they shouldn't be entitled to a refund and if they persist, then fine, take it up with the credit card company and let them do their own investigation to decide if the customer deserves a refund or not.

      You should uphold your 60-day refund/return policy, take them off your list forever and move on.

      Then again, this is just what I would do if this ever were to happen to me. Your thoughts/opinions may vary based on mileage!
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  • Profile picture of the author Emmanuel ED
    Seems this person in question had an intention of asking for a refund when he bought the product, that is if he bought it at all. Seriously, I would keep the money(which I must have already spent) and send him an email explaining that his purchase came with a 60 Days Refund Guarrantee not what he's thinking. Spammers, they never fail to amaze me...
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  • Profile picture of the author Scott Ames
    I'm getting the feeling the answer is No Refund, but I'm a bit dense. Is that the message you all are getting
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  • Profile picture of the author Sheryl Polomka
    NO WAY!!! What an idiot, why would you even wait 6 months to ask for a refund, he might not remember purchasing it, but it was 6 months ago, he probably purchased a heap of stuff and can't remember half of them.

    If he didn't purchase it then why has it taken 6 months to notice. You say 60 days and that is more than enough time, tell him NO!
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  • Profile picture of the author Chris Morris
    I've had this happen a couple times before, not the same story but still asking for a refund many many months after the fact. Here is the deal, you're running a business and you've clearly given them ample time to make up their minds if the product / service was good for them.

    Clearly they purchased and now perhaps have buyers remorse or could just use the money but no matter what you personally 'feel' on the issue, it would be you that is losing in the end if you were to go back on your own guarantees and your word.

    -Chris
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  • Profile picture of the author MarcMilburn
    Man! That's a really bad excuse to ask for a refund. Either the price he paid was a fortune and now he needs it back badly or he's a tight weirdo.

    A deal is a deal though dude, he missed your guarantee deadline. That money is yours!
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  • Profile picture of the author Shana_Adam
    This must be the weekly fund for beer money seeing that the economy is bad at the moment. Well if you don't ask you don't get.

    People can be the most stingiest money grabbing people on earth.

    My ex land lord used to keep the empty toothpaste tubes for months yukkkkk and steal my bubble bath by filling it back up with water!!!!!
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  • Profile picture of the author ContentIn48Hours
    I agree with everyone else. Absolutely NO WAY. If they ordered the product in error they would have noticed it right away. Your "customer" is obviously short on money and is trying to scrape it up any way possible.

    Steve
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  • Profile picture of the author George Wright
    Yes, give the refund. By all means.


    LOL I just wanted to add some variety to this thread.

    George Wright
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    • Profile picture of the author SolomonHuey
      Originally Posted by George Wright View Post

      Yes, give the refund. By all means.


      LOL I just wanted to add some variety to this thread.

      George Wright
      Yea George, exactly what what I was thinking! 2 month guarantee? You should have offered at least a 5 year double your money back guarantee!

      Solomon Huey
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  • Profile picture of the author Josh Anderson
    If a client was able to file a chargeback after 6 months (due to their card issuer policies) and if this was from a merchant account the answer would be a resounding...

    Yes.

    Not because the person deserves this but because chargebacks hurt you in ways that most people don't understand.

    Your single most important goal in running your business online is not refusing irrational or illegitimate refund requests...

    It's avoiding chargebacks.

    Its more important to the longevity and ability of your company to process payments online than you realize.

    Here is some good reading:

    Charge Back Guardian - Prevent, Protract, Process
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    • Profile picture of the author AndrewCavanagh
      Originally Posted by Josh Anderson View Post

      If a client was able to file a chargeback after 6 months (due to their card issuer policies) and if this was from a merchant account the answer would be a resounding...

      Yes.

      Not because the person deserves this but because chargebacks hurt you in ways that most people don't understand.

      Your single most important goal in running your business online is not refusing irrational or illegitimate refund requests...

      It's avoiding chargebacks.

      Its more important to the longevity and ability of your company to process payments online than you realize.

      Here is some good reading:

      Charge Back Guardian - Prevent, Protract, Process

      Josh is on the money here.

      You probably should do your due dilligence if you can.

      For example if you get purchasers to optin to an email list after purchase did the person optin (if so tell them about it).

      If you have a really good tracking system you may even be able to tell where and when the person came to your site and take a screenshot of that visit to send them.

      You don't want to be rude...not everyone is a scammer.

      I'd be cautious but I'd take the time to look into it.

      As Josh says you don't want a chargeback claim.

      Don't just say "no I'm not giving you a refund".

      Explain what they purchased, how they opted into your list, where they were when they purchased etc etc.

      That should help jog their memory if they genuinely forgot.

      Kindest regards,
      Andrew Cavanagh
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  • Profile picture of the author KillinTheTime
    Definitely don't give the refund. If you have a 60-day return policy posted on your products than that alone is enough. Keep in mind, if you do it for one, word might spread, and then you'll have people knocking on your door asking for the same deal so to speak. Stay firm with your rules.
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  • Profile picture of the author tommygunn
    I'd still look at the human aspect of this. Send him to the place where he can get the product again. Explain, normally I only offer a 60 day refund. If he still wants a refund send me a reply.

    Then if he comes back, the chance that he is just lying to you is lower, if you can afford it, give them the refund.
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  • Profile picture of the author Mike Hill
    Personally I wouldn't give a refund after 6 months when clearly stated that your guarantee was 60 days, and here's why...

    If you do then you are leaving yourself wide open for a bunch of refunds from your other customers and since PayPal doesn't issue refunds after 6 months what's to stop them from creating a charge back anyway, after you have issued a Gift as a refund?

    Scammers are getting pretty clever these days so that might have been their intention from the start. Buy a bunch of products, wait until PayPal no longer honors refunds and then request a refund with the threat of a chargeback. In essence they would get a refund in the form of a Gift from you via PayPal but then they would turn around and do a chargeback anyway.

    That's pretty harsh I know but I'll bet it happens...

    So in that case I would never give back a refund after the stated refund guarantee.

    The way information products are consumed it would be like walking into McDonalds 6 months later asking for a refund on the Happy Meal you bought for your wife's sisters nephew.

    Mike Hill
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  • Profile picture of the author stefanjames
    No Way. After 6 months that is long enough to decide if you want a product or not. The money is yours
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  • Profile picture of the author l23bc
    Originally Posted by eagleeye View Post

    I just received an email from someone asking for a refund on a product I sold them 6 months ago. I gave a 60 day guarantee and I think that's enough. If it was a week or two after 60 days I wouldn't mind so much but 6 months?

    Here's the actual email I received.

    "I don't recall ordering this. If I did I did not intend to. There must have been an error. WIll you redeposit my funds back into PayPal. I would appreciate your response."


    I think after 6 months you lose. What do you guys think?

    Later,
    Jeff Sargent
    keep the money and here's why

    if he has paid for the items by credit card then he only had the first month to declare that he wanted chargeback or refund for the credit card/debit card company after that he is powerless for them to take action,

    if he paid by paypal and you gave them 2 months to claim their money back then all is fair in love and war because you gave him enough time to try the product and the ending period of your guarentee ran out

    he had 60 days, his loss sorry to say
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  • Profile picture of the author Mukul Verma
    YES YOU SHOULD!!!!

    Just kidding....I think you no the answer is no. This guys likely trying to keep up witht he Jones and now money tight he is lying and trying to pull a fast one.
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  • Profile picture of the author mikeyman120
    Originally Posted by eagleeye View Post

    "I don't recall ordering this. If I did I did not intend to. There must have been an error. WIll you redeposit my funds back into PayPal. I would appreciate your response."
    Translation:
    "I'm broke and have to come up with the rent fast. Can I have my money back on this product I bought but intend to take no action with anyway"

    Mike
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  • Profile picture of the author Will Edwards
    I had something similar via ClickBank of all people. Bearing in mind their refund policy is - what we might call ... liberal i.e. you just have to sneeze and you can have a refund for up to 8 weeks after a sale.

    Anyway they contacted me many months after the guarantee had run out with a similar question. My response was that I always honour guarantees. I don't require any reason whatsoever, I always refund no questions asked, 100% of the time - WITHIN the period of the guarantee. As the guarantee period had expired, I instructed them not to issue a refund and they complied with my request.

    I agree with what the Warriors above have said - this is an unfair and unreasonable request.

    Will
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  • Profile picture of the author Gavenecko
    Definitely keep the money. 6 months is entirely too long.
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  • Profile picture of the author Mukul Verma
    You cannot do a charge back 6 months later in my experience.
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    • Profile picture of the author myob
      I think this would be a judgment call rather than a "you lose" type of response. If this is a one-time sale, then yes, hold to your 60-day money back guarantee. However, if this is someone that could possibly be a repeat customer, maybe you should reconsider. Perhaps offer a credit towards another product with a perceived high value.

      This actually does happen to me quite often. Most of my customers buy nearly every month from me, and sometimes I get a request for a refund after several months (I have an ironclad 30 day money back gurantee). Often they don't even read the ebook until after the warranty expires. More often than than not, I will offer a credit towards the purchase of a different product after the warranty expires rather than a refund. In this way you send a clear message that you're not a pushover, and yet retain a valuable customer.

      The priceless benefit is free advertising this customer will give you in referrals! Many of my customers are a direct result of referrals from customers who had experienced my "hidden" risk-free purchases. Note that I will only do this for regular, paying customers. First-time buyers who try this will only get a simple "you lose" wave off.
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      • Profile picture of the author Julian Lockhart
        Originally Posted by myob View Post

        I think this would be a judgment call rather than a "you lose" type of response. If this is a one-time sale, then yes, hold to your 60-day money back guarantee. However, if this is someone that could possibly be a repeat customer, maybe you should reconsider. Perhaps offer a credit towards another product with a perceived high value.
        This makes sense.

        It seems that some of you (NOT ALL) have a odd ("you lose") relationship with a subset of your customers. The ones that ask for refunds.

        I know that they're are scammers who steal your stuff but do they make up the sum of all refunds? Don't answer that one (it's rhetorical).

        My point is I read a lot of posts that refer to refunders as (name your derogatory term)_________________ and that they should all die (slight exaggeration).

        What strategies do you use to reduce refund requests (from non scammers?)
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  • Profile picture of the author David_Nilsson
    Computer says......"No"
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  • Profile picture of the author eagleeye
    WOW! I didn't expect so many responses so quickly.

    I definitely got the results I expected and that's a definite NO REFUND.

    I had no intention of refunding their money after 6 months. I wanted to see what all of you would say.

    What I was surprised at was how many of you have had this same problem.

    BTW, this was only a $47 product so it's not like he's going to be able to make a mortgage payment if I were to refund his money.

    Thanks for your input,

    Jeff Sargent
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  • Profile picture of the author danieldoyle1
    Keep the money mate, he probably has just got no money and is trying to get ane asy way to making a bit of money back.
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    • Profile picture of the author Midas3 Consulting
      My helpdesk girl forwarded a ticket to me from a guy who purchased one of our old products which doesn't even exist now, it was from 2004!!!

      He said he had just found the product again , re read it and was unhappy and wanted a refund.

      The part that made my customer service gal laugh hard was that he said some of it was "out of date"...

      The problem was, he wasn't trying to be humerous...

      We refused a refund on the grounds we actually couldn't refund his card even if we wanted to and our refund policy is 12 months which is more than generous anyway.

      I swear some people just get an e-mail from you or something and think ""ahhh $47 for me" I'll dig out that old receipt.
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  • Profile picture of the author Ofthemix
    If there's one thing I've learned, it's that it doesn't pay to budge on your rules. We set a buyer policy for a reason. One time I budged from my rules because I was having a good day, in a good mood, and was in the mindset that not all people are out to screw you over. Boy was that a mistake. I sell a lot of physical items and have a strict policy that the customer must purchase shipping insurance in order to get a refund or replacement for items damaged during shipping. A customer who had not purchased the insurance indicated that their item was damaged in shipping. Being in a good mood, I sent them out a replacement item at no additional charge. Next they claimed that they never recieved the replacement item, so I sent out a third item. Needless to say, I no longer have sympathy for anyone who doesn't follow my buyer policy . . . no matter what mood I'm in. Odds are, the customer was just trying to get as many free items as they could.

    Sure, the guy's statement could have been genuine. But if he was too lazy to check and see if there was fraudulent activity in his account before 6 months then he deserves to lose the money. Most people who have any financial sense would have noticed strange activity in their account long before that. You could give him the benefit of the doubt, but I assure you that it's probably not worth your time.
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  • Profile picture of the author kentaiwan98
    I would NOT give a refund under those circumstances. In fact, I don't really like refunds, but have been known to give them to customers in extenuating circumstances. I much prefer finding a non-financial way to satisfy the customer's needs. One way I have used:

    But... for a $47 dollar product, you could simply offer a $20 credit (specific to said customer) to their *next* purchase AS AN APOLOGY for not being able to issue a refund (against PP TOS, not possible).

    This excuses you for being UNABLE to issue a refund (you can't), and provides a little something as insurance. If he doesn't use it, then he probably isn't going to buy anything from you again anyway, and it cost you nothing. And if he does use it, then you'll know that you were probably wrong. But you managed to keep another customer who might buy something at some time in the future, cutting your new customer acquisition costs and boosting your bottom line for a digital good (after all).

    Either way, everyone wins. So, simply create a single-use coupon for him (give it a use-by date, too) just in case he could be a real customer.

    Don't send him a gift however as this would simply make things worse. There's no incentive there at all for him to stay at all. But the coupon buys you a little 'insurance'. 80% chance he doesn't use it, 20% chance he does.

    Kenneth
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    • Profile picture of the author deathraser
      Banned
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      • Profile picture of the author bryce
        Totally agree that 6 months is rediculous. People often do this though, when they are short on money. They will scan their Paypal accounts for purchases they made, where there was a refund policy, and try to get their money back.

        You have done everything required of you under the terms of your sale, the client is the one having trouble understanding what '60 days' means.

        Just my 2 cents
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  • Profile picture of the author Jack Chua
    I don't think it is valid or something of value after six months. I'm sure you have some documentation that he ordered it so the reason that he did not intend to is really of no basis at all. A refund should not be given unless he could really provide a valid reason.
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  • Profile picture of the author Mr McDonald
    They bought the product with the 60 day refund policy so basically tuff titties to them. You hang on to that money..
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  • Profile picture of the author dave830
    Just reply to him, and give him a link to this thread!
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  • Profile picture of the author detooth
    This response may get me banned (and possibly beat up ) BUT, I would seriously consider GIVING the customer something, if not the refund itself. I like the credit idea but there is another silver lining you can pull from this.

    If he bought the product and tried it, tested it and found that he genuinely didnt get any value from it and you give him a refund after the timeframe, that will increase your credibility to this person.

    The next WSO you launch, you can put this in your guarantee and this person may come back and give you super praise for what you did.

    If the refund isnt going to prevent you from making your mortgage payment, its worth it to consider giving this person a special case refund to up the credibility. Most people arent going to do this to you and if you find that this person or any others do this repeatedly, then its time to say 'no deal' to the refunds.

    I had a case where a customer started a project with me, paid for half and then told me they didnt have the budget. I had a contract and everything and could have demanded payment. I spoke with them and decided to give up the payment and eat the time and resources spent on the project.

    They recommended 3 other customers and came back when they had the budget to do another project.

    So dont always look at it as losing money to some scheister, which he may turn out to be. Try to spin it into a good word of mouth opportunity.
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  • Profile picture of the author TyBrown
    I get that email from time to time "I don't remember ordering this, etc. etc. please refund"

    Well, I know I didn't go into their wallet and pull out their credit card. I think it's lunacy for someone to have said that there was a mistake when the only way that things get purchased online is by a person authorizing that amount to leave their card or their paypal account.
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  • Profile picture of the author seobro
    The answer is yes. I know that we all need more money, but an angry COSTomer can cost you money. I mean more money than you can imagine. For example they can put a video on Youtube attacking your product or service. That did happen to a friend of mine. After the mini movie went up on Youtube his sales dropped to less than half of what they are before. He is talking about bankruptcy now.
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  • Profile picture of the author TelegramSam
    I would say NO.

    But you also need to hit them quite hard fro even trying. Tell them firmly that they are outside the terms of the offer and that you will poke them with a sharp stick if they try to do a chargeback. (Or something along those lines).

    You need to give the impression that you do not tolerate scammers or cheats, without saying it in that manner :-)

    By all means definitely honour guarantees within the time limits you set and even beyond them a little. But this example is taking the p*ss.

    Most people will back down when you say know and explain to them why. It should be their loss not yours.

    (Over the years I have even had people trying to claim refunds and stir the cr*p with card merchant services and even the authorities when they weren't even customers of ours. Perhaps some just confused us with other companies, but this has happened enough for me to believe there are scammers who use this as a way to try and blackmail you).

    Sam
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  • Profile picture of the author sbucciarel
    Banned
    I just got one from 130 days ago because she forgot where she put it on her hard drive and I don't even own the site anymore .... 6 months is ridiculous.
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  • Profile picture of the author premiuminvestor
    6 months is too long a time to even consider giving refunds,Since you gave a 60 day money back guarantee.
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