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Are you serious?

by Caleb Spilchen
20 replies
Hey Guys,

I know a lot of fellow warriors are product vendors as well, so I have a quick rant for you.

This one guy buys two of my products, in two days, then he e-mails me a pretty well templated refund request, saying he wasn't happy with either product. When people do that, I have a policy of banning them from nanacast, as it comes under my serial refunder radar.

If you purchase one, why would you purchase again the next day if your unhappy with the first one, and why would you ask for a refund for both at the same time?

So I thought I was done with him, banned from the system, done... So then I send out my usual affiliate promotion for a friends launch, who was using a 50/50 one sale me, one sale you model....

I notice this same guy, has a payment sent to me.... I was like "OK, I wonder which list he's on", since I have like 40 lists.

This morning, he e-mails me and tells me he's decided not to go through with what the product is about, and would like a refund.

Umm, should I issue one? I wish I could ban people when I'm the affiliate too.

Caleb

EDIT: Just read over his last e-mail, there both templates.
#serious
  • Profile picture of the author patadeperro
    Caleb, to me the real problem comes in refunding with no questions ask policy, I understand that some people may be unhappy with your product, but I do ask questions most of the times, I don't bug them, but my refund policy is easy: "365 days 100% refund if you PROVE ME that what I gave you does not work", furthermore they need to prove me they use it at least once, they tried it, that is how I avoid serial refunders.
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  • Profile picture of the author Richard Van
    Give him the money back and before you do, as much as it's a pain, go through all 40 of your lists and get him off each one.

    Then send him a nice email saying you know how much he loves your stuff, otherwise he wouldn't keep buying everything you make but you're a bit sick of him buying everything for free.

    Advise him next time you create a new product just write an email saying "I just want your stuff for free please" :rolleyes:
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    Wibble, bark, my old man's a mushroom etc...

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    • Profile picture of the author Austinfitness7
      Originally Posted by Richard Van View Post

      Give him the money back and before you do, as much as it's a pain, go through all 40 of your lists and get him off each one.

      Then send him a nice email saying you know how much he loves your stuff, otherwise he wouldn't keep buying everything you make but you're a bit sick of him buying everything for free.

      Advise him next time you create a new product just write an email saying "I just want your stuff for free please" :rolleyes:

      Love it! haha
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  • Profile picture of the author Caleb Spilchen
    I essentially told him that it looked sucpicious that he's refunding on everything he buys, and none of the stuff is "right for him"... I asked him nicely why he still buys things then.. Should be an interesting answer.

    Of course, I'm going to refund, I don't need people out there with there version of "Probable cause" to trash me... I've already got enough people on my back.

    Caleb
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    Canadian Expat Living in Medellin, Colombia

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  • Profile picture of the author Shaun OReilly
    Issue the refund and move on.

    Spending your time and energy on serial refunders
    is a WASTE. Just like focusing on scammers is a
    waste too.

    Sure - it's annoying. But it's part of the course if you
    offer a money-back-guarantee.

    Intstead of letting a serial refunder spoil your day,
    focus your time and attention on serving your list
    members that DO want to pay you.

    Dedicated to mutual success,

    Shaun
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    .

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    • Profile picture of the author Caleb Spilchen
      Originally Posted by Shaun OReilly View Post

      Issue the refund and move on.

      Spending your time and energy on serial refunders
      is a WASTE. Just like focusing on scammers is a
      waste too.

      Sure - it's annoying. But it's part of the course if you
      offer a money-back-guarantee.

      Intstead of letting a serial refunder spoil your day,
      focus your time and attention on serving your list
      members that DO want to pay you.

      Dedicated to mutual success,

      Shaun
      Shaun,

      Thanks for your comments. That really sets me straight. --

      It's not worth my time, to worry about it.

      Caleb
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      Canadian Expat Living in Medellin, Colombia

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    • Profile picture of the author Richard Van
      Well Caleb,

      If he buys everything you make and refunds everything you make it proves two things.

      1) You must be coming out with some great stuff because no mug in the world (well, maybe one or two) get's burned and comes back for more.

      2) The guy in question is a waste of space and time.
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      • Profile picture of the author Caleb Spilchen
        Originally Posted by Richard Van View Post

        Well Caleb,

        If he buys everything you make and refunds everything you make it proves two things.

        1) You must becoming out with some great stuff because no mug in the world (well, maybe one or two) get's burned and comes back for more.

        2) The guy in question is a waste of space and time.
        So true...

        Or maybe he just has a wife. -- whose checking the paypal and telling him whats what.

        Caleb
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        Canadian Expat Living in Medellin, Colombia

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        • Profile picture of the author Richard Van
          Originally Posted by Caleb Spilchen View Post

          So true...

          Or maybe he just has a wife. -- whose checking the paypal and telling him whats what.

          Caleb
          That happens, doesn't surprise me either.

          I still go for the waste of space one though.

          Can you PM me a link to the WSO you have coming out today and the affiliate marketing one. I heard some good things about the affiliate one.

          I promise I won't refund either

          (That was a joke, for anyone with a sense of humour bypass)
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          Wibble, bark, my old man's a mushroom etc...

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  • Profile picture of the author Caleb Spilchen
    I'm waiting to see if he purchases today's WSO...

    A lot of people have seen refund requests exactly like mine, from different people. I think there's a template going around.

    Caleb
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    Canadian Expat Living in Medellin, Colombia

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  • Profile picture of the author Mehak
    hey Caleb,
    I dont sell products online but I can imagine how you're feeling. You're right if someone buys one then why buy another but in this scenario I would advise you don't spend too much time dwelling on this. Instead focus on your goals because people like this will only distract you and take up time. Hope this helps
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  • Profile picture of the author Caleb Spilchen
    Actually I should re phrase that. If I release a bad product, and a customer of mine doesn't like, it and they refund... That's cool. If they buy another product a few days later, or a week later, and they are disappointed again, I don't mind if they refund.

    Look, I like it when people give me another chance, but in this case, the guy kept going, and he requested 2 refunds at the same time.

    I understand one at a time over a few days, but at the same time, people are pushing it.

    I LOVE my customers, I love to serve them, I love to help them. And I don't mind if a WSO of mine is not for them, they can have a refund.. And I WANT THem to buy again, and re gain there love for my stuff.. But, I don't want them to come back for another refund every single product.

    Caleb
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    Canadian Expat Living in Medellin, Colombia

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  • Profile picture of the author Lazy
    I'm dealing with the something similar this week, Caleb.

    I've got a guy that keeps buying products and services of mine, and then he keeps opening paypal disputes saying they are unauthorized charges. Paypal should get wind of this pretty soon, but it's still annoying having to provide a detailed report to paypal once a day.

    The guy could at least have the decency to email me. I'd probably give him his money back, but now I'm going to fight it the whole way.
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    • Profile picture of the author Caleb Spilchen
      Originally Posted by Lazy View Post

      I'm dealing with the something similar this week, Caleb.

      I've got a guy that keeps buying products and services of mine, and then he keeps opening paypal disputes saying they are unauthorized charges. Paypal should get wind of this pretty soon, but it's still annoying having to provide a detailed report to paypal once a day.

      The guy could at least have the decency to email me. I'd probably give him his money back, but now I'm going to fight it the whole way.
      I haven't had that in a long time. What is very annoying is when they decide they would like to chargeback, because you could have a $17 product, and get charged $20+$17 cause it's a chargeback.

      I was talking to paypal the other day, on the phone, the guy told me it's "INSANE" how little disputes I have in comparison to the amount of money that flows through my account... All I could say to him was "Dude, It's all about the support"...

      Apparently it doesn't put my account at risk when I have big money because of the great record of the account.

      My advice to you is, do you use a processor like WSO pro or nanacast? Ban them

      Caleb
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      Canadian Expat Living in Medellin, Colombia

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  • Profile picture of the author werna klue
    Caleb

    I do not sell products myself, but can imagine how frustrating it must be.

    I agree with the rest of the people, move on, forget about and him and YES for sure get him off your list.

    Werna
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  • Profile picture of the author JayXtreme
    Refund.. and Go..

    These people really aren't worth your time, Caleb!

    Don't think any more about it from now
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  • Profile picture of the author jazbo
    My products are info rather than systems, so I have a no refund policy now, simply because why on earth for example would you buy something called "the linkbuilders bible" and then say you don't want it a day later.
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  • Profile picture of the author russells
    I feel your frustration, Caleb.

    Unfortunately, it's the nature of the beast. It's so annoying that the system is being abused like it is. These people are just out to steal your products and intended to get a refund before they finished the opening paragraph of your sales letter.

    Well, good luck and keep banning LOL

    ~Russ
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  • Profile picture of the author Caleb Spilchen

    I don't think you should blacklist your buyers though, it only takes a second to send a refund. However, I do think you should blacklist those fruit loops that have pre-set refund templates to send to product vendors That's just obnoxious.
    I don't blacklist all refunders Adam, like I said I LOVE my customers, and some of my products may not have been to there standards.. I issue refunds as fast as I can in those cases.

    The blacklist law for me is in these cases:

    1) They refund on two products at the same time, that were purchased on different days... I don't care if a week later, they want a refund on something else they bought. At the same time not ok.

    2) If they send me a clearly TEMPLATED refund request.

    3) If they post my stuff to a blackhat forum.

    Caleb
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    Canadian Expat Living in Medellin, Colombia

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  • Profile picture of the author paul wolfe
    Caleb

    You might wanna check out a thread that E.Brian Rose had going a while back - he has an interesting refund policy. Or shoot him a PM or email and ask him about it - I think to qualify for a refund the purchaser has to adopt a specific approach. If they don't take that approach then Brian unleashes pain and destruction on them.

    I must search for it, it sounded interesting!

    HTH



    paul
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