Have You Ever Refunded Someone For Asking Too Many Questions?

Yes, I did that with the very first product that I ever sold.

Understand that I am very patient and anyone that has purchased anything from me will tell you that I answer a lot of questions. As a matter of fact, I've had more people than I can count tell me that I go above and beyond with my customer service.

With that being said, I had someone buy my ebook and then literally send me at least 15 questions in the first 2 days, which is excessive in my opinion. So, I sent one last long email to them answering all of their questions. The last bit of the email, I used to tell them that I was refunding them and would no longer be able to offer support.

It didn't make me happy to do it, but the person just was not at the skill set yet to comprehend the product that I was selling and I could not dedicate hours to getting them up to speed.

Sorry Matt I shall not email you again! []


Stalker supreme


Rich

I know what you mean. Some people are not worth dealing with because they suck all of your energy and time. I think I have had that happen to me twice. As soon as you answer their 10 questions, they have 10 more and then you finally think it's through, but alas, they have more and it never stops. They become almost like a stalker. You just have to say enough. If you can tell early on that someone will suck all of your energy and time you need to cut them lose or you will wish you had later.

I've refunded people voluntarily where it was obvious that it was above their current skill level.

No point in charging someone who can't even use the info.

But they could still keep the product and use it later.

Other than that though I try my best to assist all customers in a timely fashion.

It's important to clearly lay out what you offer for support, etc. prior to purchase so that there's no misconceptions, and so that the customer knows in advance what is available for support post-sale.

Sometimes, you really just can't personally support a product that's selling by the thousands.

Sort of like book authors (Dr. Phil, etc) who sell millions of paperbacks.

Think you can send them an email demanding answers?

Nope.

In conclusion - provide what you promise, and consider that factor when you're arranging your offer to begin with

-Chris

Cool, I wanted to make sure I wasn't just being a prick by feeling this way.

I have not done this to anyone yet, but there are a couple of people that I consider it every time I get an email from them... b/c I know it is only a matter of hours before they question the email I am currently writing.

Rich - Haha, this post was directed solely at you. I am glad I got your attention... now leave me alone!

LB - In my opinion I offer great customer support. I, like Jeremy mentioned, have been praised by customers on going above and beyond with the support. I am extremely grateful to every person that invests their hard earned money in me and my program... but there comes a time when answering so many completely irrelevant things starts cutting into my hard earned money because of the time-suck.

it has no relation with how many questions the customer asked. as long as the refund request is within guarantee period, you had better refund it. or, you should put something in your policy to let the customers know: if too many questions were asked, no money back even it is within the guarantee.


david

Actually, this is exactly what good ol' Phil offers for support:

Dr. Phil.com - Ask Dr. Phil

From the page: "You might receive a call from one of our show producers wanting to use your question on the air."

Not knocking the guy at all.

I'm just saying it's sometimes better NOT to offer personal support or "quasi coaching", then to offer it, get overwhelmed, and have disappointed customers.

Especially with mass-volume products.

-Chris

I've almost refunded a serial questioner, but didn't. I sometimes wonder if I was at the point then when my annoyance was starting to show in my replies (not as far as I know) because at around the same time, the questions just stopped coming. I didn't hear from the buyer again until about two months later, when he e-mailed to say that the site I'd sold him was the best he'd ever bought and could I build his wife a similar one in another niche.

It is worth providing exemplary customer service, but you have to have your limits (and, I've learnt the hard way, you have to define them at the point of sale). One more day of fifteen questions per hour from that person and I would have refunded, but I've a feeling I'd have been doing it from the comfort of a padded cell.

I have done it.

Also, a few years back, when I was working for a local Tax Software company, they have refunded a customer who bought a $2,000/year license... this person called daily and wasted at least 2 hours of the support team's time... EVERY SINGLE DAY. After 5 months they refunded him and ask to never call them again. That's about 200 hours x $14/hour = $2,800

If too time consuming, it can be charged as a consulting fee or offer it as a consulting service upsell.

Timo

I had those who swamped me with "how to" questions... I try to help if I feel that I am responsible for helping. Otherwise, I just ignore the emails.

I'd turn their questions (and your answers) into a follow up email responder which serves as a FAQ which will either act as an automatic aid to post sales service (and reduce refunds and reduce emails) and/or will help people come to a buying decision much more quickly.

You can also add the FAQ to your sales page to the same effect...you wouldn't be the first business to do so ;-)

Yeah, I probably should try being more blunt first and just say "Get out there and try it!"

I did that with the one that had success and the emails stopped for a few days... then they stopped taking action and the emails started coming again.

Yea, I've definitely done that.

It was on a product that I sold for $10 and went over the top
with step by step information including videos.

People raved about the simplicity of it but I had
two people who would just not stop with the questions
that were answered completely in the report.

One didn't seem to care that I gave hem the refund
the other was stark raving mad.

It got to be kind of funny.

I was just glad to have the person out of my hair

Personally I put all the questions asked into a FAQ and then all I need to do if I get a question is point them first to the FAQ page. Over time this page should answer their queries one way or another.

Sure, there might be the odd question unanswered, but then I just update the FAQ page.

Overtime, the page would be full of answers and will not consume much of my time.

I understand your view that it can be draining to answer question after question... but you just need to think up a system to counter that. At the end of the day, we are here to make money and refunding someone out of "tiredness of answering" shouldn't be the thing holding you back from that.

I've become a much happier marketer since I CUT OFF all of the whiners and complainers.

In my case it's not as much cutting off my customers, but those list members who haven't even purchased yet but are demanding too much of my time.

Sure, I may be missing out on some income... But I'm MUCH happier and that's what matters to me!

Ryan

This is a sensitive topic for me. I remember my grade 12 math teacher limited me to only 19 questions a day. But they were all directly related to what he said, and he actually did thank me for the questions because they were good questions, and they addressed what others were thinking but afraid to ask.

As far as a product will go, if the questions are directly related to what you promised in the offer at the salespage I don't see why you shouldn't answer them except if.

1. They continue to ask and not do
2. They are not enitirely about what the book is primarily about, (although there should be some leniancy in this before you cut them off.)



Something to think about...

Questions are actually good for you and can promote further product development and niche research.

Personally I would take on as much as I can, without hurting my ability to do what I have to do. Maybe even give the person a call and ask them why they are having so much more trouble than everyone else, and how you can help.


I hope that wasn't too Taboo

Mr. Z

Like I said before I bill for consultation and usually after reminding the client a couple of times and directing them to my FAQ and TOS they get the hind and pay for consultation.
The people that seem to have the biggest problem with this are Canadians and UKers. Not sure why, seems to be a cultural thing.

Rich - Thanks a lot. It is just these 2 people that seem to have a problem, and one is much worse than the other.

Nick - I didn't think you were directing it at me, I just wanted to give some examples since you would understand how they were not important questions to my program and just wasting my time.

Um, I run a customer service desk and have been doing so since 1996. One thing I have learned about people who ask too many questions is they do it intentionally or unintentionally. Those that do it intentionally do it for good reasons or bad reasons. Those that do it unintentionally do it because they do not have a clear understanding of the subject matter.

When it becomes obvious that the customer is a liability to my business I must cut them off at some point. That point is after I explain to the customer that they are a liability and must be cut off at some point! In the case of the original post I politley inform the customer that I will entertain no more than ten questions. After I answer the questions I will refund their money.

My long time and closest customers know that I do this for their benefit in my private forum! I have done it in my forum and publicly explained why member X is no longer a member. The answer is simple.. I will not denie the greater membership any benefits owed to single members monopoly of my time. That is just business.

Then there is the competition. At times a competitor will intentionally target "your time" to undermine your business. Having resources at my disposal (that many Internet Marketers do not have) I can uncover a competitor with snake oil intentions.

How many of you are in this situation.. You sell "How To" product and support the product youself. That is fine and well. However, you have a typical account on a shared host. You use googlemail or a help desk to answer support questions. Here comes a "Serial Questioner" dominating your daily activities. You decide that the customer is a liability and must be cut off. You refund the customer, send a message to that effect, and case closed. Really? What if the "Serial Questioner" is a competitor! What can he/she do to undermind your business?

A pre-written email arrives in your host's complaint box. You are accused of selling a product that did not fullfill the agreement. The domain is on the host's server which may be liable for financial damages. Now, most hosts will not go to court for you and when it meets the host's Terms And Conditions the end result is your domain is suspended until you find a new host. The so called Serial Questioner (Competitor) wins.

How you write a salesletter is one thing. Another thing is your own Terms And Conditions on the salesletter. Do not expect that your copy is clear to everyone and especially a competitor!

Just thoughts and not pointed at anyone in this thread.

Jeffery 100% :-)