Do you manually unsubscribe a customers email if they ask for a refund?

32 replies
I'm in the process of becoming a Clickbank vendor and need your opinion about deleting a customers email address from my list when they ask for a refund.

My plan was before I send each customer to the thank you page, I'd ask them to opt-in to a "paid-customers list" so I can offer other related products in future.

However, if that customer asks for refund with the 60 days, should I manually remove the buyers email from my aweber account or just leave it?

(I'm just concerned that they may be serial refunders)
#customers #email #manually #refund #unsubscribe
  • Profile picture of the author Joe Mobley
    I would leave them in AWeber but check the "Stop" radio button. This way they cannot re-subscribe (with the same e-mail address) but they would not receive any e-mails sent via AWeber.

    Hope this helps.


    Joe
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    • Profile picture of the author HibikiTarek
      Originally Posted by jonat2005 View Post

      I will suggest you leave them there because they can buy other products later on


      Do what jonat2005 said leave them there because , if they dont buy today or ask for refund today, does not mean that they will not buy from you another day
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  • Profile picture of the author J Bold
    Unsubscribe them or do what DigitalJoe said. You don't want refunders on your list.
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  • Profile picture of the author George Wright
    You can't say they are a serial refunder until after more than one refund. Personally I'd say start watching them at 1 refund, stick a red flag by them at 2 and delete at 3.

    I'm not basing this on what I've done as I've never had the same person refund twice, however, that's my plan if it ever happens.

    George Wright
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    • Profile picture of the author Matt Morgan
      Don't assume that just because they have asked for a refund on one item, that they will not purchase future products from you, from your future autoresponder promotions.

      You never know, they might end up buying 3-4 of your future promotions you email them, so why risk losing them by unsubscribe them?

      Keep them.
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    • Profile picture of the author dagny
      Originally Posted by George Wright View Post

      You can't say they are a serial refunder until after more than one refund. Personally I'd say start watching them at 1 refund, stick a red flag by them at 2 and delete at 3.

      I'm not basing this on what I've done as I've never had the same person refund twice, however, that's my plan if it ever happens.

      George Wright
      This is what we do as well. We sell physical CDs and you can pretty much tell is a person has just bought the CD to rip it and then send it back as they normally do a quick turnaround.
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  • Profile picture of the author paul wolfe
    Gabby

    True story.

    I had a guy buy a product from me - on Christmas Eve 2009. And on Christmas Day he emailed asking for a refund. I emailed him back to find out what the problem was - basically he said that the eBook wasn't what he was expecting (despite on the sales page a list specifically excluding the things he apparently was expecting).

    And I refunded him - and thought the same as you. Delete him from the list.

    But as it was Christmas I never got around to it. And I launched a 6 Month Training Course/membership Site about two months later. And he signed on....and I thought; Here we go again.

    Only, not only has he gone through the entire course. But he's given a great testimonial that I'll definitely use next year when I rerun the course.

    So first time, give someone the benefit of the doubt. Second time they ask for a refund, now's the time to start doubting their integrity.


    HTH.


    Paul
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  • Profile picture of the author markament
    Let me give you a personal story to answer your question. A couple years ago, I bought an Internet Marketing product from some guys who are on this forum. It didn't work how I was expecting it to, so I asked for a refund, which they gave me.

    I stayed on their list (or they left me on their list). About a year later they came out with another product that I decided to buy. From there I bought a membership to their monthly program. And now I'm an affiliate of theirs. I've probably made them several thousand dollars in profit by now.

    All of that wouldn't have happened if they took my off their list.

    Your subscribers can always unsubscribe if they want. Let them make the decision.
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  • Profile picture of the author Broyde
    Once you know that they are repeat refunders after they have seen the product then yes you take them off the list.

    Until then let them stay on. Don't take a refund personally.
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  • Profile picture of the author thebitbotdotcom
    Wow. This thread certainly is polarized.
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  • Profile picture of the author sbucciarel
    Banned
    I unsubscribe them and ban them in DLGuard from ever purchasing from me again. I have had no more than 2 real refunds. The rest were just scammers who file a dispute in Paypal after downloading my websites.
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    • Profile picture of the author Jeff Henshaw
      I don't sell many single products, as I prefer the 'residual income' method.

      A year or so ago, I did get a PayPal dispute raised by a customer who had purchased a product from me. I refunded him naturally, but was very annoyed that he had chosen that route.

      About two days later, he purchased from me again. I thought 'here we go again', but -no problem. He also purchased subsequently, so I'm not sure what happened that first time.

      Personally, I like George and Steves' method of three strikes and you're out. I'll certainly build that into my endeavours.

      Jeff.
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  • Profile picture of the author FriendlyRob
    For a single refund? no, never.

    I notice when my list members buy more than one product from me. I'm sure I would notice if list members refund more than one product. Thats when I would unsubscribe them.
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  • Profile picture of the author Michael Mayo
    LOL...There is a thread I started here on the WF a year or so ago about this subject/

    Someone purchased one of my WSO's and the repurchased it a few days later.
    That's not the end... They also purchased it twice after that!

    They didn't ask for a refund but I offered it to them and they told me that
    they were sorry for doing that but they didn't want to forget to make the
    purchase...lol

    That was one of the best feelings I ever had on the net. I refunded 3 of
    the 4 purchases and then sent them my next WSO Free!

    Life is Good!
    Have a Great Day!
    Michael
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    • Profile picture of the author Jill Carpenter
      Originally Posted by Michael Mayo View Post

      LOL...There is a thread I started here on the WF a year or so ago about this subject/

      Someone purchased one of my WSO's and the repurchased it a few days later.
      That's not the end... They also purchased it twice after that!
      Could you refer them to my list please?

      ROFL
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      • Profile picture of the author Michael Mayo
        Originally Posted by avenuegirl View Post

        Could you refer them to my list please?

        ROFL
        LOL...Sure Jill, You can bet your ssɐ I didn't remove them from my list!

        Have a Great Day!
        Michael
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        • Profile picture of the author Joe Mobley
          This has turned out to be a very good thread. Thanks everyone for your thought-expanding input.


          Joe
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      • Profile picture of the author rosetrees
        Originally Posted by avenuegirl View Post

        Could you refer them to my list please?

        ROFL
        I think they're already on mine! Just recently, one person bought my wso and had download problems (I posted about it at the time, trying to trace him). He then bought again at full price via my own site. I refunded his second purchase.

        Then a few weeks later someone bought twice from my own site within a few minutes. I mailed to ask if it was a mistake or whether they really wanted two copies. I didn't get a reply so assumed they wanted two.
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        • Profile picture of the author Scott Myers
          Here's what I do... NOTHING!

          I may be on my own here, but I don't care if they refund once,
          twice, three times or more. I don't automatically assume these
          people are crooks just because they refund something.

          For some people it may take a few products before they feel like
          their getting whatever it was that the salesletter promised.

          Who knows?

          I'll personally keep them on my list and continually pound
          them with offers until they keep something.

          Seriously, who want's to waste the time going through your
          list trying to weed out the "serial refunders"? My time is more
          valuable than that.

          Now... if the customer turns out to be a real pain-in-the-a**,
          then I'll 86 'em. (Sidenote: I love being able to "fire" these
          types of customers. It's so liberating.)

          My $.02

          Scott
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  • Profile picture of the author andybeveridge
    In my opinon you would be crazy to delete someone from your list because they asked for a refund. There must a load of different reasons that a product dosen't match what someone is looking for. That does not mean that they will not buy from you again.
    Take the offline world. How many people buy clothing and return them a few days later. I know my ex other half a few years ago would order three or four items from the catalogue, with the intention of trying them on and keeping only one.
    She would still buy regularly from them.
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    • Profile picture of the author regska
      For those saying that they will manually unsubscribe them after more than 1 refund, I don't understand why. First of all, why would you take them off? They signed up to your list because they want your content, newsletters etc. There's no rule that says " if you ask for a refund more than once, then you will be banned". Same thing in offline businesses. There are a lot of window shoppers only, actually more than the real buyers.

      If you buy from them a lot of times, and you ask for a refund 9 out of 10 times, will they tell you to stop dropping by my shop and stop making any purchases?

      When you made an offer, they bought it, but asked for a refund because they were not satisfied, then it's fine. When you made another offer, they bought it again then asked for a refund. I still won't take them off or ban them or whatsoever, I don't care if they are a refunder or not. You don't know what that person can do for your business in the future.

      That particular person can be you affiliate that can bring hundreds of dollars to you. It happened to me. During my first offer, he asked for a refund because he was not satisfied. On the 2nd offer for a different product, he asked for a refund again because he said that "he's satisfied and really liked my product but he told me that the methods that I teach inside the ebook is not worth his time, maybe he can't apply those methods, so he asked for another refund because it won't help him, despite the fact that the ebook is full of quality info". Same thing what happened to my 3rd offer.

      But you know what happened? Even though he asked for a refund for the first 3 offers, he promoted my product on the 3rd offer because he thinks that his subscribers would benefit from it and that's exactly what happened. Maybe it didn't help him, but he tried to promote it to his 500+ subscribers and I made $100+ and 9 new subscribers from that person alone.

      So, why would you take that person off? Let him make the decision, do not unsubscribe them as long as they're on your list, they are still your subscribers, and as a list owner, your job is still to provide them good content.

      Regards,

      Gary
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  • Profile picture of the author Frank Ayres
    Is there anyway to Ban people via PayPal?
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  • Profile picture of the author RodriguezC
    Unsubscribe them to avoid problems with spam
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  • Profile picture of the author ileneg
    If you are getting a lot of refunds (a lot as defined by you), then you should take a look at your product(s).

    For now, you expressed concern but there is no reason for you to be concerned because it hasn't happened and it may never happen.

    You've heard from many sides and will have to decide which method(s) work best for you - but none of this matters until you start selling. Focus on selling your product and worry about what ifs later (or not).

    ileneg
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  • Profile picture of the author PaulaC
    It depends on the list that they have signed up to. On our latest ebook we unsubscribe them as the emails sent contain lots of juicy tips and hints related specifically to the ebook. So if they aren't interested in the ebook then they won't be interested in the emails that are sent.
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  • Profile picture of the author nnight
    Originally Posted by gabby6480 View Post

    My plan was before I send each customer to the thank you page, I'd ask them to opt-in to a "paid-customers list" so I can offer other related products in future.

    However, if that customer asks for refund with the 60 days, should I manually remove the buyers email from my aweber account or just leave it?

    (I'm just concerned that they may be serial refunders)
    I set up Aweber to add the buyers to a "product specific customer list". I also set it up so if they were on my general list, it unsubscribes them and adds the to the new list. This way I am not advertising a product to anyone who has already bought it, but can still group lists together for new products.

    That being said, I have had to check the "stop" box on some refunders - but not because they were serial refunders, mostly because they were jerks! Selling digital products to people who do not know how to use the computer is frustrating. When they do not accept my tech support or kind advice, and instead blame the product or angrily demand a refund I just check "stop".

    Remember, it's not just a "list" you want, it's a great list.
    But a single refund does not make them the enemy
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    • Profile picture of the author Kevin Riley
      I've only ever deleted 2 people from my autoresponder. And, that was because they were abusive. Nothing to do with refunding.

      Serial refunders (anyone who refunds more than just once or twice) I simply block their IP at my shopping cart, but I'm not about to waste time tracking them down at my autoresponder. It's not worth it.
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    • Profile picture of the author Ruhi Acharya
      do not unsubscribe a customer if its his first time but do it if he does it again most of the time they really have personal issues which forces them to ask for a refund

      i personally trust and love my customers and that trust and love is reciprocated back (do remember the karma theory)
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