10 refund requests in 1 shot.. is she serious?

Here's a thought. Maybe the products really ARE crap.

Certainly possible. And if they were, I'd return every single last one of them
too.

The only difference is, I would give some damn good feedback on why
they're crap so maybe the product creator would either fix them or pull
them off the market before he goes broke from all the refunds.

Believe it or not...there is a lot of junk out there.

I know...I've seen it.

Exactly what I thought.

...I've sold thousands of copies collectively of these exact products up till now and the refund rate is VERY low!

I've never had or seen this type customer/refunder ever before. definitely not normal.

...but, it was a shopping spree in the sense of buying a large quantity of things. From a price standpoint, all the items, added together, would probably fall short of a single product at a $97 price tag...so, clearly, she wanted ALOT of things, for very cheap....

This is why I'm a huge fan of pricing a product what you believe it is worth. Don't fall into the WSO mentality and price everything at $5. From the names of the products alone, they 'look' like they should be worth more....so....go out and forum relationships and acquire reviews and testimonials, and get a killer sales copy, that will substantiate the price that your product is really WORTH....

I'd have to go out and look for the statistic, but I've heard that people who purchase at low price points are usually more inclined to ask for a refund in the first place. In this case, price in itself 'could' create a bit of a barrier from this occuring. When people purchase something at a higher price point, I believe, they tend to have more of an affinity and connection with it....and, more inclined to act on what they read and learn, and REALLY try to get the most out of a product before they call it quits.

I do see a $40+ sale in there, so, yeah, this could be just a serial refunder...

It's not "digital theft" if you have a no-questions-asked-money-back guarantee.

Don't offer such guarantees if you cannot handle serial refunders. Or offer a "reasonable/conditional" money back guarantee. It's your product, your sales pitch, your choice of payment processor, etc...

Now this I would call theft:

That's possible but she did give a reason. She said that she has deleted all the products and is very disappointed in them and will not buy any more of his products.

If that's the case, she should ask for a refund if there is a guarantee. Unfortunately, you'll never really know what her motives are, whether she is a serial refunder or was just genuinely unhappy with all 10 products. To me it's odd that she bought all 10 products to start with. Maybe she's looking for some free bonuses or something to give away to her list.

Well, thankfully thats past the PayPal return policy and hopefully past your own return policy........

It's kind of sad that your first assumption would be that the products were bad. The OP most likely knows what his normal refund rate is and you don't. He could of been selling these same products with no problem for months and therefore know that this was a serial refunder.

There will always be people that try to game the system.

If you use something like dlguard you can ban them from buying other products.

Another way to cut down on this is to deliver your product or bonus slowing over a time period.

The serial refunders like to get in, get the stuff and get the refund before the charges even settle on there account. If you slow them down, you will find they are less likely to bother you in the future.

Wouldn't 'most' people purchase one product, try it, gauge it's effectiveness, and then base future purchases (from the same seller) on that experience?

I haven't seen the products, but, if their names are any indicator, it SOUNDS like they hold a value that should be sold at a bit higher price point.

The 4 hour workweek speaks about, although you would technically loose business in the short run, weeding out those customers who wind up being such a headache...such a drain on resources and energy....that it becomes in your own best interest to NOT have them as customers. I would not want that lady as a customer....more headache than it is worth.

Weren't they all purchased on the same day?

In this case, I disagree.

Checking out the URL, it was a sale that ended on the day of those purchases. So, it appears as though the buyer came across the products on the last day of the sale, thought it was a good deal, and bought several products to take advantage of the sale.

Reviewing the original post, it appears that eleven days later, which is plenty of time to have actually reviewed the products, the buyer requested a refund. Then, not receiving a response apparently, the buyer resubmitted the refund request today.

Most serial refunders aren't going to wait this long to get their money back. And, they likely would have done a chargeback by now, especially after not receiving a response to the first refund request.

By the looks of it, in my opinion, this is a person that was genuinely disappointed in the products and wants a refund.

In that case, it's also possible it's not the "reputation" that was the problem. Perhaps she just found them for .50 on another site. With master resale rights, she could have followed a link inside one of the products and found she could have gotten them cheaper from the source, and gotten MRR to boot.

I purchased Google Traffic Pump from one of the warriors here for $27 (I think, it was full price) but there was a system problem on the net. I didn't receive the email with the download link for over 5 days. In the meantime, I Googled and found it for either $3 or $7 so I bought it.

The next day when I was about to apply for the refund, the email with the link, as well as about 6 days worth of email came pouring in.

I decided not to refund the full product as it was not the seller's cause, and I didn't refund the cheaper one for the same reason.

But when I bought a product that says I'll make X in so many days or I'll pay you more than you paid, if it can't live up to the deal, I get a refund!

One other thing, If I find a product I am interested in and after purchasing it, I find it is useless unless I buy some higher priced product, I may get a refund. What good is a $27 book when you don't have $200/month or $300 for additional software?

How? Please explain.

It gets lively because people take refunds too personally. They take it as a blow to their ego.

LOL. I had a lady yesterday put through a PayPal "Item Not Received" dispute. She paid 5 days before. She hadn't received the product .... However, it's a physical product and she lives outside US (my site says to allow up to 14 days delivery to non-US addresses). Obviously, she is used to ordering digital.

although it sucks, I would hold your head up high and do the honourable thing: issue the refunds

she doesn't have the serial refunder MO, imho...

a serial refunder doesn't take very long to request a refund

Talking from experience, not necessarily (bad habit) however this has been addressed with the mention of the sale.

That seems typical of someone who set out to do it as opposed to this situation.

Ok, my thoughts are that I'm surprised this even came up. A guarantee is a guarantee. The obvious thing to do would be refund and ask nicely what she thought was no good about the products. Maybe add some advice with it saying you realise the products were on sale and the sale was closing, but she may be better off trying to stick to one or two products and go through them rather than get a heap together. That alone could be part of the problem.

Whether she used them correctly, evaluated them properly or not is not at issue. This is a case of getting customer service right which could work to your benefit in the longer term.

Should she be banned from ever buying again. NO.
I'm sure some would be surprised from me saying that but think about it. Sure she was unhappy with these products but we have already shown that she does not have the profile of a serial refunder (ignore half the posts on here that didn't read the full thread before they commented), so if she receives good customer service she may buy again. Chances are she wont and that does not matter either. Still she may be in a position to influence someone elsse buying in the future.

Which comment would you prefer?
'Don't buy from him, crap products and it's hard to get a refund back'
or
'I didn't like the products I got from him but after a bit of problem getting hold of him he refunded as promised and gave me some good advice'

I suppose it depends on how you want people to speak of you.

Just my thoughts