I want a *full* refund!

by Neil Morgan 25 replies
Mm.

I've never understood why people ask for a full refund.

Why not just a refund?

Are they scared they'll only get part of it?

Anyway, back to work!

Cheers,

Neil
#main internet marketing discussion forum #full #refund
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  • Profile picture of the author Michael Oksa
    Perhaps they don't know that PayPal won't assess fees to refunds.

    Or, maybe they are so used to seeing the phrase "full refund" on sales pages, so that's what they ask for.

    On the other hand, maybe they are worried they will only get a partial refund, especially on subscriptions and similar items.

    Then, who knows, there's a chance they're just trying to get on your nerves.

    Anyway, I would be asking WHY they are asking for any refund instead of why they are modifying it with the word 'full'.

    That's my take on it.

    ~Michael
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    • Profile picture of the author Neil Morgan
      Anyway, I would be asking WHY they are asking for any refund instead of why they are modifying it with the word 'full'.
      That's a completely different question.

      Cheers,

      Neil
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      • Profile picture of the author Michael Oksa
        Originally Posted by Neil Morgan View Post

        That's a completely different question.

        Cheers,

        Neil
        Maybe, but I thought we were talking about refunds. My apologies.

        So, you focus on the one thing you disagree with instead of commenting on the valid answers I gave? Having a bad day? Or just trying to stir things up?

        Next time, I will remember to keep such comments to myself.

        ~Michael
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        • Profile picture of the author Neil Morgan
          Hi Michael

          Apologies - I was over-zealous in trying to prevent the thread veering off in a completely different direction.

          Cheers,

          Neil
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          • Profile picture of the author Michael Oksa
            Originally Posted by Neil Morgan View Post

            Hi Michael

            Apologies - I was over-zealous in trying to prevent the thread veering off in a completely different direction.

            Cheers,

            Neil
            No problem. I just saw it as part of the bigger problem. Hopefully you found some use in my thoughts in my first post.

            ~Michael
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            • Profile picture of the author Neil Morgan
              Hi Michael

              Yes, very useful thank you - I guess there are an abundance of reasons.

              To explain, in this case, 'why' was not the issue because the customer has a Windows server and my software runs on Linux servers.

              But I wondered why she demanded a 'full' refund for no other reason than I never would.

              It really was as shallow as it looks.

              Cheers,

              Neil
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    • Originally Posted by Michael Oksa View Post

      Perhaps they don't know that PayPal won't assess fees to refunds.

      Or, maybe they are so used to seeing the phrase "full refund" on sales pages, so that's what they ask for.

      On the other hand, maybe they are worried they will only get a partial refund, especially on subscriptions and similar items.

      Then, who knows, there's a chance they're just trying to get on your nerves.

      Anyway, I would be asking WHY they are asking for any refund instead of why they are modifying it with the word 'full'.

      That's my take on it.

      ~Michael
      Yeah I'm pretty sure this is why. The word "full" and "refund" just seem to go together like "cole" and "slaw." You can't have cole without the slaw and you can't have slaw without the cole. :p
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  • Profile picture of the author Chris Lockwood
    They may be used to physical products, where the shipping fee is usually not refunded.
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  • Profile picture of the author Suthan M
    Then, who knows, there's a chance they're just trying to get on your nerves.
    now, LOL on this.. raw truth baby
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  • Profile picture of the author talfighel
    They are scared that they will get a partial refund. That is why the "full" comes into their mind.

    Tal
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    • Profile picture of the author Neil Morgan
      The language of it just comes across as aggressive to me.

      Maybe we Brits aren't used to demanding full refunds.

      Cheers,

      Neil
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      • Profile picture of the author Michael Oksa
        Originally Posted by Neil Morgan View Post

        The language of it just comes across as aggressive to me.

        Maybe we Brits aren't used to demanding full refunds.

        Cheers,

        Neil
        And that points out why my comment about refunds in general was spot on. Instead of whining about a customer using the word 'full' focus on WHY they are asking for the refund.

        But, according to you, they are not 'asking' they are 'demanding'. If you don't like the way people ask for refunds, then don't offer them. That should fix it.

        ~Michael
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  • Profile picture of the author Diana Lane
    Full refunds are vital because no-one can justify the space necessary to keep empty ones lying around. Particularly if the containers are non-recycleable. It's an environmental thing.

    Or maybe just mental
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    • Profile picture of the author KimW
      Originally Posted by astracadia View Post

      Full refunds are vital because no-one can justify the space necessary to keep empty ones lying around. Particularly if the containers are non-recycleable. It's an environmental thing.

      Or maybe just mental
      Probably the best answer in the bunch!
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  • Profile picture of the author tommygadget
    I want a full refund after reading this thread...

    TomG.
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    • Profile picture of the author jfbowles
      AGH! ME TOO!
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      • Profile picture of the author JohnMcCabe
        Here in the USA, there are several things that can lead to 'less than full' refunds, particularly on physical products.

        Many companies charge restocking fees on returned items...

        Many refuse to refund shipping charges...

        Many will only offer the lowest price the item sold for during the period between purchase and return...

        If the item has a service life, many companies offer pro rata refunds.

        Businesses wishing to alleviate those fears took to using the modifier 'full' when referring to their refund policy. For many people, that particular phrasing has become a habit.
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  • Profile picture of the author Gene Pimentel
    I think it's simply because 99% of the advertising we do DRILLS into people's heads that we provide a "FULL refund". It's not their words, it's ours
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    • Profile picture of the author Michael Oksa
      Originally Posted by Neil Morgan View Post

      Hi Michael

      Yes, very useful thank you - I guess there are an abundance of reasons.

      To explain, in this case, 'why' was not the issue because the customer has a Windows server and my software runs on Linux servers.

      But I wondered why she demanded a 'full' refund for no other reason than I never would.

      It really was as shallow as it looks.

      Cheers,

      Neil
      No problem, it looks like there are some good answers to your question. Maybe it is a cultural thing as John McCabe points out how some stores do things here.


      Originally Posted by tommygadget View Post

      I want a full refund after reading this thread...

      TomG.
      I want a full refund after reading your response.

      Originally Posted by JohnMcCabe View Post

      Here in the USA, there are several things that can lead to 'less than full' refunds, particularly on physical products.

      Many companies charge restocking fees on returned items...

      Many refuse to refund shipping charges...

      Many will only offer the lowest price the item sold for during the period between purchase and return...

      If the item has a service life, many companies offer pro rata refunds.

      Businesses wishing to alleviate those fears took to using the modifier 'full' when referring to their refund policy. For many people, that particular phrasing has become a habit.
      Good points.

      I think it's simply because 99% of the advertising we do DRILLS into people's heads that we provide a "FULL refund". It's not their words, it's ours
      Looks like we are in agreement on one of the resons, Gene.

      ~Michael
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  • Profile picture of the author johnsamuels
    i thought it was full refund vs refund minus postage and handling.
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  • Profile picture of the author samstephens
    An interesting point, Neil - we don't really use "full refund" in Aussieland either, just "refund".

    Perhaps some people have had really bad experiences on the internet?

    I wonder this when I occasionally get a pre-sale question from a visitor and they sign off with "Please respond."

    Is that just a habbit, or have they emailed companies before and never gotten replies?

    cheers
    Sam
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    • Profile picture of the author freudianslip27
      It surprises me the attitude sometimes of someone asking for a refund, sounding a bit menacing like i've wronged them somehow or am refusing to give one (even though they just asked for it).

      I think its the result of people being treated badly in the past, that we then pay for!

      Matt
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    • Profile picture of the author JohnMcCabe
      Originally Posted by samstephens View Post

      An interesting point, Neil - we don't really use "full refund" in Aussieland either, just "refund".

      Perhaps some people have had really bad experiences on the internet?

      I wonder this when I occasionally get a pre-sale question from a visitor and they sign off with "Please respond."

      Is that just a habbit, or have they emailed companies before and never gotten replies?

      cheers
      Sam
      Sam, for many large US companies, email contact is the 'red-headed stepchild' in the priority family. Adding "please respond" to requests for information or support may be less a habit and more like wishful thinking...
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  • Profile picture of the author yaz8888
    I think the reason they use full refund is because a lot of company's take out a good percentage with shipping and handling on refunds
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