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Will You Sell A Repeat Refunder Your Next Product?

by warriorgo
21 replies
Hi,

If a customer whom you are very sure will ask for a refund for whatever stuff you sell him (because he asks for refunds for every thing you ever sold him)...... would you turn him down when he buys your next product?

Here's the kicker..... let's just say this product costs you money if a refund happens.

What would you do? Sell him....... or tell him sorry, can't do business with him (and how would you put it across to him)?

Thanks!
#product #refunder #repeat #sell
  • Profile picture of the author Ken Leatherman
    Just let me say right off the bat I would block him so fast it would make his head swim. You owe him no explanation, unless you just want to blast him off for him stealing from you.

    I would also notify PayPal or payment processor this party is a serial refunder.

    Oh wait we haven't heard the other side of the story yet. Why is this customer refunding? Is there a chance your product sucks. Not saying yours does, but is he getting what he is paying for. Follow my line of thinking there?

    My guess though he is a serial refunder so do not hesitate blocking him.

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    • Profile picture of the author Kay King
      One refund - fine, his choice

      Two refunds - off the list and blocked

      No chance for a third.
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      • Profile picture of the author warriorgo
        Great thoughts all.

        Another kicker. Lets say he has already made payment and awaiting shipment of product.

        How do you say "I am returning your payment without you ever having the slightest chance to taste my product, you sob"...... in a nice grandmotherly way?
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        • Profile picture of the author deloriagod
          Originally Posted by warriorgo View Post

          Great thoughts all.

          Another kicker. Lets say he has already made payment and awaiting shipment of product.

          How do you say "I am returning your payment without you ever having the slightest chance to taste my product, you sob"...... in a nice grandmotherly way?
          I would just tell that "due to the excessive amount of returns from them, I am no longer able (or willing, depends on how hard you want to drive the point home) to do business with you." If you're shipping physical products I would also keep records of the address in case (s)he tries to order under a spouse/childs' name.
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      • Profile picture of the author Dennis Gaskill
        Originally Posted by Kay King View Post

        One refund - fine, his choice

        Two refunds - off the list and blocked

        No chance for a third.
        I agree with Kay, but would add if there are purchases between refund one and refund two that were not refunded, I'd let them keep buying -- unless the refunds were always for big ticket items and the keepers were small ticket items.

        In other words, I'd be inclined to give the benefit of the doubt to them unless the doubt grew too large.
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      • Profile picture of the author Jacer
        Originally Posted by Kay King View Post

        One refund - fine, his choice

        Two refunds - off the list and blocked

        No chance for a third.
        Agreed. Would add reporting them to appropriate parties/black lists.
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  • Profile picture of the author sbucciarel
    Banned
    Serial refunders are thieves. I don't do business with thieves. I have DLGuard and when someone files a paypal dispute after downloading one of my websites, I ban them from ever purchasing anything from me again. I don't want their business.
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    • Profile picture of the author mrsray
      dl guard lets you ban people and know when a dispute was filed?

      Originally Posted by sbucciarel View Post

      Serial refunders are thieves. I don't do business with thieves. I have DLGuard and when someone files a paypal dispute after downloading one of my websites, I ban them from ever purchasing anything from me again. I don't want their business.
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  • Profile picture of the author Bruce NewMedia
    I don't think I've ever had a 'serial refunder', but if I did, he/she would not be able to buy a third time.... Unless they went to a lot of trouble.
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  • Profile picture of the author Whiplash25
    I've never dealt with anyone like that.

    Some tried filing a dispute on me once, but when I posted proof of my delivery of my virtual good (in which PayPal doesn't cover for me, so I was boned if he would have followed through).... he backed out xD
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  • Profile picture of the author Winlin
    Originally Posted by warriorgo View Post

    What would you do? Sell him....... or tell him sorry, can't do business with him (and how would you put it across to him)?

    Thanks!
    Send their money back and Block Them... then forget about it you have more important things to worry about.

    To Your Success - Winlin
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  • Profile picture of the author CDarklock
    Originally Posted by warriorgo View Post

    If a customer whom you are very sure will ask for a refund for whatever stuff you sell him (because he asks for refunds for every thing you ever sold him)...... would you turn him down when he buys your next product?
    If you buy a box of Kellogg's Corn Flakes, and you return them for a refund because they're stale or there was a bug in them or you forgot you don't like them or something, will Kellogg's then refuse to sell you a box of Froot Loops?

    Companies that sell products to customers don't do that.

    Only companies that sell services to clients do that.

    You have to decide whether you are running a product business or a service business. There's no right or wrong answer, but you'd better understand which one you have, because you can't run both of them the same way.
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    • Profile picture of the author nnight
      Originally Posted by CDarklock View Post

      If you buy a box of Kellogg's Corn Flakes, and you return them for a refund because they're stale or there was a bug in them or you forgot you don't like them or something, will Kellogg's then refuse to sell you a box of Froot Loops?

      Companies that sell products to customers don't do that.

      Only companies that sell services to clients do that.

      You have to decide whether you are running a product business or a service business. There's no right or wrong answer, but you'd better understand which one you have, because you can't run both of them the same way.
      Hmmm... not sure that accurately covers the situation here. The problem is digital products do not get returned like physical products.
      If I went to the store (or Kelloggs) empty handed, WITHOUT my mostly uneaten box of Froot Loops, they would not give me money.
      Furthermore, if I did bring my box of cereal, ask for a refund, and continue to eat and enjoy that box of cereal - I doubt there would be a refund coming.
      The mandatory refund that services like Clickbank impose makes these serial refund-but-keepers an unfortunately serious problem.
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  • Profile picture of the author MichaelHiles
    Here's a solution.

    Sell expensive products.

    Make sure they're worth far more than what you price them at.
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  • Profile picture of the author humbledmarket
    Banned
    I'd probably ban his ip from all my sites. Clearly you know his pattern perhaps maybe he won't refund this time but I personally prefer not to take the risk and headache with refunds and disputes being bad reps.

    It also depends on the product though if you know the quality of the product isn't the best the last time than I probably wouldn't but if it's an habitual event over multiple products you'd think a real buyer would probably just leave instead of buying another of your products right?
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  • Profile picture of the author tpw
    Originally Posted by warriorgo View Post

    What would you do? Sell him....... or tell him sorry, can't do business with him (and how would you put it across to him)?
    I issue a prompt refund and let him know that I reserve the right to refuse service... Good bye... LOL

    Don't think I am kidding... I have done it before... Many times...

    p.s. I sell services...
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    • Profile picture of the author NicheMayhem
      In doing business it is always wise to consider everyone a potential sale and also everyone a potential threat to your reputation. Always conduct yourself professionally and do your best not to create a situation which could be harmful to your brand.

      Act a fool towards someone who is willing to essentially steal from you by buying a digital download then get a refund keeping the product and chances are they are also the type who will raise some rooftops just to be a prick about you calling them out on it and not selling to them anymore.

      All kinds of reasons will be conjured instantly as to why your product got refunded and it is doubtful anyone who listens to them will consider the fact that the idiot came back to buy again after returning your first product.

      It is probably safe to assume a person refunding but back to buy again needs to be watched. I can tell you one thing, unless you are the only one selling the product, if I return anything of yours or ask for a refund I won't be back.

      No interaction no explanation, just return the money if they already paid and block them however you can from buying in the future.
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  • Profile picture of the author TristanPerry
    One refund, then I'd give them the benefit of the doubt.

    Although if it's clear they are a serial refunder then I'd dispute any claim and IP ban them at the server level. As others have mentioned above, serial refunders are theives.
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  • Profile picture of the author bay37
    Digital products:

    1 refund - let it go.
    2 refunds - that "customer" is now on my **** list (unless he bought something else in between the two refunds - also depends on the price of the products).

    Physical products:

    You have to issue refunds for broken/wrong size/etc items. Make sure you ask them to return the item to your first though. And, depending on the niche, your shipping costs should pretty much cover the cost of refunding an item.
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  • Profile picture of the author Caiden
    It's your product dude and you can decide who gets it and who doesn't. Block the hell out of him, he's a thief!
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  • Profile picture of the author tehnolife
    Banned
    I hate thieves...so I hate serial refunders. If he fill a dispute with paypal...simply, show paypal that you delivered....anyway paypal don't send refunds for digital products...so you will win the dispute!
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