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Where do you guys go for refund help?

by Nathan Alexander
4 replies
How do you make it easy for those that want one? I ask for two reasons - 1) I know there are serial refunders out there and I don't want to waste my time with them - I'd rather just smile, thank them for their purchase and have us both be on our way amiably (why fret over it?)

And 2) I can't figure the best, most accessible way to allow someone to do that. Do they ask you through an email that they find in the product? Do they just hit a "refund request" button on PayPal?

Do they just write to the email in their PayPal receipt? Do they go to your site for info?

Can you see what I'm getting at? I'm worried about those folks that get angry when you don't respond within hours let alone minutes. Is there a way to let them know how to contact you for that purpose?

And if so, does doing so show a lack of confidence?

Thanks Warriors for your help,

Nathan
#guys #refund
  • Profile picture of the author Crew Chief
    Nathan, to avoid any headaches and potential issues, you need to spell out your Refund Policy and make it plain.

    Here is an example of one of the most lucid Refund Policies I've seen lately.

    Cancellation Policy | Automated Marketing Tool - Sick Marketing

    Follow their format and you'll be fine. The point being, make a clear cut path but also make it a process to obtaining a refund. Use language to let the person know that you NEED to know you how you didn't meet their objectives.

    Giles, the Crew Chief

    Originally Posted by Nathan Alexander View Post

    How do you make it easy for those that want one? I ask for two reasons - 1) I know there are serial refunders out there and I don't want to waste my time with them - I'd rather just smile, thank them for their purchase and have us both be on our way amiably (why fret over it?)

    And 2) I can't figure the best, most accessible way to allow someone to do that. Do they ask you through an email that they find in the product? Do they just hit a "refund request" button on PayPal?

    Do they just write to the email in their PayPal receipt? Do they go to your site for info?

    Can you see what I'm getting at? I'm worried about those folks that get angry when you don't respond within hours let alone minutes. Is there a way to let them know how to contact you for that purpose?

    And if so, does doing so show a lack of confidence?

    Thanks Warriors for your help,

    Nathan
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  • Profile picture of the author activetrader
    Clearly state on your page how to contact you and how fast they should expect a response. People buy with confidence when there is a phone number and contact email.

    Have several emails i.e. for technical suppot - contact support at ..., or If you need an assistance with your purchase contact - sales at ... etc.

    Do not make it super easy for them to ask for a refund becuase some will take advantage of you, i.e. do not say 'to request a refund ....' Instead say 'for assistance with your purchase ....'

    Say something like 'we respond to emails in the order they are received. Our business hours are M-F 8 am to 5 pm pst. Estimated wait time is 48 hours. If you are having technical issues and need emergency assistance, contact .....'
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    Me

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    • Profile picture of the author airbusbarkley
      Yes, there will always be a certain percentage of people who will ask for a refund. However, what really gets me is when I ask for a refund, because the policy was no questions asked, and I have to jump through ten hoops to get it back. It just makes me mad at the merchant, lose trust and I don't ever want to purchase from them again.

      I just had this experience with a "guru" that I purchased resell rights from for a few of their products. After the purchase, I realized that these products didn't quite fit in with my business plan so I requested a refund, within the 30-day no questions asked, money back guarantee. The support people e-mailed me with a list of ten things to provide, wanted to talk to me about the refund over the phone, before they would process the refund and on and on and on. Now, I distrust this "guru", want off the their list and want nothing more to do with them. If the refund had been processed as advertised, I would still be willing to purchase from them again in the future.

      Rant over! Just my two cents.
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      Shawn
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  • Profile picture of the author MassiveMarketer
    Just be clear with your refund or cancellation policy. Clearly state where they should contact you for refunds and how long they'd have to wait. On your part, you'll have to meet their expectations or whatever you have written there.

    I think Paypal has a feature of refund to buyers. Just not quite sure of the details.
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