Secret To Stopping Refunds and Keeping More $ In Your Pocket..

9 replies
Warriors

If you're not doing this, you're losing money unnecessarily.
And you won't believe how simple this is!

When you receive a refund request for a downloadable
product, contact the buyer and tell them that you're sorry
it didn't work out and you can process their refund right
away

or..

You would be happy to offer an exchange instead of the
refund :-)

Give them a list of products that they can choose from
that may be related to their purchase at a price equal to,
or greater than, the price they've already spent.

I generally offer a product that is priced slightly greater
than their original purchase.

99% of the time, this saves the sale, makes the customer
happy and gives me an instant payraise (that adds
up at the end of the year) that I wouldn't have had
otherwise!

It's easy. It's simple. It costs you nothing but a few
minutes of your time to reply, respond, and send the
download link(s) to the customer for the exchange.

Note that I use this primarily with products sold via
PayPal. It's risky using this with Clickbank where
people can rip you off and not hold up their end of
the deal. But you don't have much to lose either
way when selling digital products.

If you want to use this in your business, here's a
sample email you can steal from me to use right
away..


HTML Code:
Hi [NAME]
 
I'm sorry the product didn't work out for you.
 
I can process your refund right away per my
guarantee.
 
But before I do, I would like to say that I appreciate
your business and want to keep you as a happy
customer.
 
So I would like to ask if you would entertain an
exchange instead of the refund?
 
If you agree, I would be happy to offer an exchange
for either of these quality products related to your 
purchase:
 
URLHERE.com (Sells for $___)
 
URLHERE.com (Sells for $___)
 
URLHERE.com (Sells for $___)
 
Please take a look at these options and let me know 
if the exchange is agreeable, and if so, which product 
you would like to access and I'll rush over the download
details.
 
Otherwise, confirm your wish for a refund and I'll take 
care of that promptly.
 
Thank you,
[YOUR NAME]


Give this a try right away and let me know if this helps!

Good luck!
Dave Lovelace
#customer service #keeping #pocket #prevent refunds #refunds #secret #stopping
  • Profile picture of the author money2k
    Excellent idea. I am definitly going to use this in my refunds. Thanks for posting this..
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  • Profile picture of the author Gary King
    It's excellent customer service too!

    Nice one Dave, thanks.
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  • Profile picture of the author John Atkins
    Interesting idea... It's simple but I've never really thought about something
    like this. I'll surely give it a try.

    I doubt that it will stop serial refunders though ... I bet that
    most of them will agree to get another product and request
    for a refund later.

    Thanks for the tip any way
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  • Profile picture of the author Zeus66
    You have clearly not had the pleasure of the many serial refunders in this forum. LOL But your idea is excellent! Most of the time, that's great advice. Thank you!

    John
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  • Profile picture of the author duncanb
    Great idea. To be honest though the % of people whom request a refund are so small that i just give them the refund, sometimes its not worth your while sending email corespondance back and forth for the sake of 10 dollars.
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  • Profile picture of the author Scott Ames
    I think it would save some bucks for honest refunders that simply didn't like the product.

    Serial refunders just want free product and will snap that offer up fast so they can get another one, then request a refund on that. If they can get all your products in several steps they will be thrilled.
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    • Profile picture of the author Dave Lovelace
      Originally Posted by Scott Ames View Post

      I think it would save some bucks for honest refunders that simply didn't like the product.

      Serial refunders just want free product and will snap that offer up fast so they can get another one, then request a refund on that. If they can get all your products in several steps they will be thrilled.
      Yes that's true. But we can't control that. They're digital products and don't cost us anything. The "serial" refunders are so few, that it doesn't keep me from offering this to honest people and it's adding more to my bottom line. So I encourage you not to let this small % of people keep you from using this in your business.

      Generally the "freebie seekers" ask for a refund within 24 hours or within a time period that I KNOW hasn't been long enough to go through the material/training, etc.

      I've only had one person still ask for a refund after agreeing to the exchange and that was because her husband lost his job and she was trying to recover money. Otherwise, the customers that are buying my products haven't been "serial" refunders. Guess I'm lucky. And I don't get many requests for refunds either :-)

      Dave
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      • Profile picture of the author deertrail
        Brilliant idea.

        And yes, this may not work as well in the IM niche, due to the aforementioned serial refunder issue, but it's perfect for non-IM niches.

        If you're selling a product on CB, a low refund rate can be a huge point of distinction in competitive niches and can make the difference between convincing a high-traffic affiliate to give your product a chance or not.

        Good stuff.
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        • Profile picture of the author Dave Lovelace
          Originally Posted by deertrail View Post

          Brilliant idea.

          And yes, this may not work as well in the IM niche, due to the aforementioned serial refunder issue, but it's perfect for non-IM niches.

          If you're selling a product on CB, a low refund rate can be a huge point of distinction in competitive niches and can make the difference between convincing a high-traffic affiliate to give your product a chance or not.

          Good stuff.
          You may have a point, but I use it 100% in the I.M. niche without issue :-)

          Dave
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