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Customer Service - Offer to Refund?

by ScoTech
12 replies
I created my own product back in October, and have made about 240 sales so far with about a 7% refund rate, which doesn't seem too bad.

Most people that are unhappy with my product ask for a refund according to my 60 day guarantee, but a couple have just said that they didn't learn anything new and that it wasn't worth the money. Should I offer them a refund or just leave it at that. I didn't know if it was normal to only give a refund to people who explicitly ask for a refund. Thanks.
#customer #offer #refund #service
  • Profile picture of the author R.Rapp
    For best customer service - if they are within their guarantee period, you should always offer a refund. Even when it sucks like that. If its outside of the 60 days I probably wouldn't.
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  • Profile picture of the author RNMKR
    yeah sometimes you will get people who will ask for a refund without even reading it simply because they want it for free... its a shame... but you should always give a refund
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  • Profile picture of the author DotComBum
    Yes, you should refund anyone who ask for it since you stated it at first.
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  • Profile picture of the author Terry Crim
    Originally Posted by ScoTech View Post

    according to my 60 day guarantee

    If it is within the 60 days, you don't really have a choice. You can of course go against your stated policy and not refund or wait until they specifically ask for one. If you use Clickbank or similar processor you don't have a choice.

    - T
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  • Profile picture of the author Taylor French
    I would give them a refund if they aren't happy, even if they don't specifically ask for one. If you do, they may trust you enough to recommend you to others, and they may buy from you in the future if they think you've come out with something that would teach them something new.
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    • Profile picture of the author ScoTech
      Originally Posted by Taylor French View Post

      I would give them a refund if they aren't happy, even if they don't specifically ask for one. If you do, they may trust you enough to recommend you to others, and they may buy from you in the future if they think you've come out with something that would teach them something new.
      Thanks, I think this is the answer I knew was right, just hate refunding, I think I take it too personal.

      I guess refunding unhappy customers will probably stop someone from giving you bad reviews on a forum or something even worse, like a chargeback.

      Thanks for everyone's replies. Any further views are welcome...
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  • Profile picture of the author digigo
    60 day refund policy.. is it a "satisfaction guarantee"? if they are not happy and have sent you email telling you so.. I would simply refund them...
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  • Profile picture of the author Jvsnow01
    Hi ScoTech,

    I'm not sure if you have given this couple a refund yet?

    Sometimes the best way to learn from a situation like this is to engage the disgruntled customer.

    Thank them for their response and ask them where specifically in your product they believe that they hadn't learnt anything new.

    State that you actually would appreciate a detailed reply and then also include the offer of a refund at the end, as another option to them.

    Yes, at times it can be painful to receive an initial response like that from them.

    However, it can also be a learning process for you to make a good product, which you are proud of, even better!

    Wish you much success.


    Jvsnow01.
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