Don't let refunders distract you!

by AFD

Posted: 12 years ago 16 replies

INTERNET MARKETING

This is my third thread about refund and this time, it's different...

We all know that whatever product we are selling, serial refunders are always there... I learned my lesson... If someone ask for a refund, just refund and forget him.... no big deal...

Why we should not care about these rippers...?
If we are going to take it seriously, they can only distract us and we could loss focus on what we are doing... Take away the hatred...

Create more products and sell more... Refunders are always refunders and they can never be successful because they have no satisfaction. They can always get the products they want but they can't put these products into fruition because they are looking for more "easy-way"... They are lossers.. They are losing time chasing good products and throwing it away....

If someone ask a refund for stupid or no reason, just do it without any argument and include a note for him telling him you included his name in your serial refunder's list.

#distract #refunders

Heidi White

12 years ago

While I appreciate your basic point about not getting distracted by refunders, I disagree with your blanket statement about refunders.

Refunders are always refunders and they can never be successful because they have no satisfaction. They can always get the products they want but they can't put these products into fruition because they are looking for more "easy-way"... They are lossers.. They are losing time chasing good products and throwing it away....

Not everyone who requests a refund on a product is a 'loser.'

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FredJones 12 years ago

Not every refunder is a loser. I have seen enough info products by now that are complete nonsense, or totally lack depth. Would I want to buy a newbie course that is never advertised in the sales letter - rather the letter talks about something completely different and more advanced? I am not a newbie and I probably understand my bread and butter as a real superset of what the seller is selling. I mean, hopy crap, the seller probably does not even know how to write sales letter or exactly what s/he is offereing to exactyl what kind of audience.

So it may be frustrating for the seller, and yes there are definitely serial refunders, but that is never the only case.

By the way, in Warrior Forum, I have never requested refund for any product that I have ever bought out of courtsey to Fellow Warriors, but that does not mean I was happy with all the products.
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- innocent07 Banned 12 years ago
  
  Refunds are going to happen no matter what
  
  Just accept it and get over it. no point in thinking about it every day.
  
  You even get people who purchase the item, benifit from it and Still get a refund. Cheap hobos! lol
  
  Just accept refunds
  
  Thanks
  
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Juan L Costa 12 years ago

Well, It depends heavily on you if you want to refund everyone who asks for it, personally, I would preffer to listen some good reason, and if I detect a serial refunder, I wouldn't refund him, because it's like letting people to scam you and your hard work.

Cheers,
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thetrafficaddict 12 years ago

If your product is really good, you'll get a 2%-5% refund rate. That's just how it goes. If you find a serial refunder, you can BLOCK their credit card or IP address, so that they can't buy from you again.

If it gets really bad, you can even report them to BadCustomer.com
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mattlaclear 12 years ago

I have been earning a full time living online for over a decade and received refund requests repeatedly (5% - 8% range) when I sold informational products. It's just the way it goes and you learn to deal with it.

When I really started making money is when I started working to lower the refund request percentages by beefing up my customer service and courtesy follow up phone calls. The subsequent difference was amazing to say the least. Because of the extra effort on post sales support our customers stopped asking for refunds almost all together and our upsell rate exploded.

I say all that to say this.

Usually if someone has to ask you for a refund it's your fault as the seller. Maybe your sales copy was too sensationalist, or your thanks page links were broken or any number of things.

So stop worrying about building a list of "serial refunders" and instead build yourself a list of happy customers.
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AFD

12 years ago

I have an exception. I'm sorry... I mean people who are asking refunds without any reason....

Originally Posted by thetrafficaddict

If your product is really good, you'll get a 2%-5% refund rate. That's just how it goes. If you find a serial refunder, you can BLOCK their credit card or IP address, so that they can't buy from you again.

If it gets really bad, you can even report them to BadCustomer.com

One of my products got 2 refunds in it's first 100 sales.. and both have no reason.. just asking refunds...

Thanks
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ExRat

12 years ago

Hi AFD,

Why we should not care about these rippers...?
If we are going to take it seriously, they can only distract us and we could loss focus on what we are doing... Take away the hatred...

I agree with that, but you then finish by contradicting it here -

If someone ask a refund for stupid or no reason, just do it without any argument and include a note for him telling him you included his name in your serial refunder's list.

Why not just thank them for trying it out, apologise for it not meeting their expectations and wish them the best?

You only have to write it once then copy/paste it each time. That way, you don't even have to mean it. You can curse under your breath if necessary - but I wouldn't recommend that either.

You are achieving something by taking this approach. You're not allowing other peoples' failings (or your own) to have a negative impact on you or your business.

What you suggest is like trying to have the last word in an argument. You strengthen your position and 'constitution' by only seeking satisfied customers and by waving unsuitable prospects on their way with a friendly smile.

Satisfied refunders have their uses too, but their value is often hidden and internal. Successful people know this. Desperate sellers try to hang on to every penny they can get, try to bleed everyone dry and hang on to everything that comes by them - assuming that anyone who refunds has bad intentions.

Their actions display their internal desperation and negativity - which often conflicts with the 'I'm successful, learn from me' salesline that they use to sell their products.

Here's an example - (take offence if you like, or instead take it on the chin) -

ONLINE HIDDEN TREASURE - Fastest and Easiest Ways to Make Money Online

ADSENSE GOLDMINE - Your Adsense Struggle Stops HERE!!

Visualise in your mind someone who has found hidden treasure and discovered goldmines. They have mastered fast and easy ways to make money and have eliminated the struggle. Their systems are so great that they can even afford to share them with others at low cost.

What kind of person would you expect them to be? Someone who gets the hump because out of a hundred, two may have taken advantage of them, for a small amount?

See the incongruence?

Now who is it who's being deceptive? Who initiated the environment of deception? The refunders or the seller?

Consider this saying - 'live by the sword, die by the sword.' And perhaps consider changing the way you market your products in order to change the perception and expectation you are creating in your prospects.

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Roger Davis

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AFD

12 years ago

Originally Posted by ExRat

Hi AFD,

I agree with that, but you then finish by contradicting it here -

Why not just thank them for trying it out, apologise for it not meeting their expectations and wish them the best?

You only have to write it once then copy/paste it each time. That way, you don't even have to mean it. You can curse under your breath if necessary - but I wouldn't recommend that either.

You are achieving something by taking this approach. You're not allowing other peoples' failings (or your own) to have a negative impact on you or your business.

What you suggest is like trying to have the last word in an argument. You strengthen your position and 'constitution' by only seeking satisfied customers and by waving unsuitable prospects on their way with a friendly smile.

Satisfied refunders have their uses too, but their value is often hidden and internal. Successful people know this. Desperate sellers try to hang on to every penny they can get, try to bleed everyone dry and hang on to everything that comes by them - assuming that anyone who refunds has bad intentions.

Their actions display their internal desperation and negativity - which often conflicts with the 'I'm successful, learn from me' salesline that they use to sell their products.

Here's an example - (take offence if you like, or instead take it on the chin) -

Visualise in your mind someone who has found hidden treasure and discovered goldmines. They have mastered fast and easy ways to make money and have eliminated the struggle. Their systems are so great that they can even afford to share them with others at low cost.

What kind of person would you expect them to be? Someone who gets the hump because out of a hundred, two may have taken advantage of them, for a small amount?

See the incongruence?

Now who is it who's being deceptive? Who initiated the environment of deception? The refunders or the seller?

Try this approach - 'live by the sword, die by the sword.' And perhaps consider changing the way you market your products in order to change the perception of your prospects.

Well just to warn them for the last time that they are on my radar... Admit it.. even if you are open to send refund to people who have valid reasons, people who are asking refunds without saying anything could get under your skin... so for that last time, send them warning but do not prolong arguments... I don't think there is something wrong with that....By not sending them warning, you are only encouraging them to do the same thing to you or to other sellers in the future...That's my own opinion and whether majority disagree or not, that's my way of handling serial refunders.. I refunded a number of people and at the same time asking them apology of not meeting their expectations in a 2-way good communication.. not that I always wanted the customers' money.. I just wanted to do it in a right way whether the concerned amount is big or small...

Thanks
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ExRat

12 years ago

Hi AFD,

Feel free to ignore my advice if you want, it was just a suggestion, not compulsory. I just noticed an incongruence and thought I could take your 'don't let refunders distract you' advice even further by showing you how you might change your marketing in order to alter the outcome you are getting which you are suggesting is troubling you. Good day

Thanks
2 replies

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Roger Davis

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AFD

12 years ago

Originally Posted by ExRat

Hi Roger, No problem.. things can change everyday, you know... Of course I am not saying I won't take your advice... I'm weighing it... thanks..

afd

Thanks

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shabit87 12 years ago

I agree, you shouldn't let refunders distract you, 100%. Don't let that 2-5% have you ignore the 95-98% that support you and your product.

I usually ask is there anything I can help with, I'll admit, sometimes I don't explain myself well. After asking this, I'll either get a legit reply and I can usually help or I'll get the "I just want my money back."

For those that just want there money back I give it to them and let it be. But for those who honestly want help, I really give it to them! They help me as much as I help them. My product gets redeveloped because of them and overall future sales are better because of them.

Like said before, not all refunders are losers, but not all of them are winners either. Learn to figure out who is who and you'll be okay.
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DotComBum 12 years ago

I would say just monitor the number of refunds against the number of non-refunds, if it's a small number compared to the overall sale, then like you said: it's no big deal.

If the refund rate is greater, then you need to seriously think about what's went wrong, is it your product not good enough? Or it's not what you said in your sales copy? Or other reasons... Then you have to rectify the problem to bring the refund rate down.

DCB
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DDR 12 years ago

This is a very irritating problem. People buy your product and then ask for a refund. In this way, they take your product free. I will not offer anyone a refund until and unless there is a strong reason. If a person buy my product and compare it with other products to get refunds then I am not going to refund.

But, if my product is having some deficiencies and is useless for the customer, then I will process refund for him.
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R Hagel 12 years ago

Big Mike, Mostly Harmless and Roger nailed the main points.

There is an inconsistency in your OP. If someone asks for a refund and you immediately think "loser," that's something you need to work on. If someone asks for a refund and you send them out a "warning," that too is something you need to look at.

You have no idea why people are refunding, and yet you're willing to paint them all with the "loser" brush. Big Mike has some good insight into why marketers do that (ego, mainly). Read his post again.

Now consider this...

People who have a good refund experience might still go on to tell their friends and colleagues about their product. See, even if the product wasn't for them, it might work for someone else. And they might recommend it.

But if you "warn" them, do you think they're going to feel all warm and fuzzy about you and your product? Nope. And you can kiss the referrals goodbye. Indeed, you might even end up saying "hello" to these customers warning others to stay away from you.

If someone ask a refund for stupid or no reason, just do it without any argument and include a note for him telling him you included his name in your serial refunder's list.

Here's my method: I just go to their home and paint a scarlet "R" on their foreheads.

Cheers,
Becky
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Tomwood 12 years ago

I use paypal and refunds cost me nothing so I am not bother about this. I also get very few refunds and I know my sales are much higher because of the guarantee.

If you don't want to attract refunders don't offer a guarantee you will lose the refunds but I am sure you will lose a lot of sales as well.

Becky is right you need to treat people who ask for a refund courteously I have had refunders buy another product from me one or twice.
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