Tiffany,

What is the quickest you've had someone ask for a refund, after they have downloaded all the files you offer after purchase?

I don't know if by the time I post, I'll be the *first* to disagree with you, but disagree I do.

Marketers *use* the psychology of the guarantee as a tool. They knowingly and with aforethought try to tip the scales of the purchase decision in their favor by using the money back, satisfaction guarantee with full knowledge that it will boost response...and that any number of dissatisfied customers WON'T demand a refund.

It's no skin off our noses, after all, since digital inventory is infinite in every practical sense.

The guarantee is just one of many ways we attempt to manipulate and take advantage of human nature, and it works like gangbusters.

Where you say, "take responsibility for your purchases," I counter with, "take responsibility for your advertising." On balance, there's no question it all comes out in favor of the marketer.

Tiff,
If you have a 30/60 days money back no questions ask (I think you do),
you've to choices. One, get upset and let you blood pressure go up. Or
ignore that idiot and refund his/her money.
In the other hand, you can change your refund policy in a way you could
be protecting yourself from abuse.
In my opinion you've a very good business reputation. Don't let things like that
take time away form enjoying life.
Meharis

I'd be "tired and grumpy" with that as a reason for a refund, too. I'm happy with Clickbank overall as an affiliate, but honestly I'm not sure I could ever use them as a vendor, because of the refund policy. :rolleyes:

Tiffany, I can't decide which one is crazier, this thread or “You are just another rip off get real or get out. Better get Jesus God hates lyars (sic).”

Looks like you are having quite the week...

I think you just have to give your customers what they want. Then just choose what type of customers you want to deal with in the future. Filter customers through your funnel. Price your products higher to see if they are even committed to accepting your knowledge and help!

While hear your frustration and totally think its a crappy excuse, I say let it be and refund with a smile and take it one step further and thank them for their honesty. I'm totally into the concept of energy and the relationship and effects of our thoughts and emotions on our selves, others and the world around us.

Preserve & grow your own positive energy and save your self the stress whenever possible. Life can deal situations that are much worse and draining, lol I save my stressing for those moments.

Also, personally I feel If getting a refund really will help someone in some way so be it. I wish them the best and hope things go well for them in the future.

Much love, health, wealth & prosperity,
Daniel D.

I hear ya and agree.

I, too, went on a buying spree but would never think to ask for refunds.

In fact, I've only refunded twice and both times were due to "senior moments" when I purchased the same product twice.

I think what most of these people do is buy with the hopes that this is the one. The one that will make them a millionaire by tomorrow. The one that will solve all their financial problems.

They keep chasing that elusive butterfly buying one product and are disappointed when what they'd bought was not (if they even bothered to look at it).

Then they realize that they've spent all their resources on "worthless junk" and want their money back.

I can't understand you're frustration it would annoy the crap out of me too. To go on a buying spree and then say you need the money - that's just crap - if you need money then why'd you go out and spend so much money that you can't afford to spend.

You're right - they aren't 3, they know exactly what they are doing when they buy. It has nothing to do with offering a money back guarantee or not - reasonable, honest, smart people will buy a product and use it, keep it or refund for a legitimate reason. Stupid, dishonest people will ask for a refund regardless of your refund policy.

But.... it is one of those that you just need to let go, because they don't care that you're upset, they are happily on their way to refunding all the other products they bought. The only person it upsets is you and they aren't worth it!

Here is part of one of Paypal's resolution emails to me. Unlike 2 others, this one didn't explicit say they determined in my favor, however, the end result was that the funds were returned to my account and they "wouldn't investigate further".

The important thing about this email is that it shows you just how to structure your argument. I'm not trying to taking advantage of buyers. As I have said, I've worked very hard to make the sales copy align with the content of the product, as well as, provide as much possible support as I can. When I feel taken advantage, I don't think it's unreasonable at all for me to escalate it.

After this email, I've been structuring my appeals to provide detailed proof regarding the fact that the product was, in fact, SHIPPED. I've simply provided screenshots of the eJunkie download log.


"
We have received a complaint from a buyer who stated that merchandise you
sent them did not match your original description. The buyer is disputing
the quality of goods associated with the transaction detailed below.

As you may already be aware, PayPal's Buyer Complaint Policy applies only
to the shipment of goods and not to complaints about the attributes or
quality of goods received through an off eBay transaction. Therefore, we
will not conduct an investigation into this matter at this time.

We do, however, reserve the right to begin an investigation within 180 days
if we determine it is necessary."

Thanks soldier. Very insightful and I think you have taught us something here.

Thanks again,

George Wright

In a lot of peoples mind, a digital product is not real, and they feel that there is no loss in asking for a refund because the seller isn't actually losing anything. I fight refunds because I feel that I can never refund the information from your head, this the money given in exchange for that should not be refunded, and a persons financially situation is of no importance to me. But unlike other marketers, I sell "How to make _____" but not "How to make money online."

By switching my products from something thats e-mailed to something that is sent in the mail as a physical product, my refund rate is almost nonexistent.

One customer sent me a very long heartfelt email. He was really genuine in saying that he loved the product, but considered himself more advanced than the product. He told me particular aspects of the product that he would have expanded on to cater to the "more advanced" people out there. He ended the email by saying that he rarely asks for refunds, and would still be interested in hearing about my next product. He did it very politefully and tactfully.

The product just wasn't at his level. It happens. Product creators always walk a thin line between catering to novice people, as opposed to more advanced people. It's hard to cater perfectly to everyone.

Of course, I immediately gave a refund. His approach, as a buyer, was one that I really wish other buyers would emulate. Be sincere and truthful about your experience with a product.

Re: Take Responsibility for Your Purchases

Tiffany, don't you know that "responsibility" is a four-letter word in some circles?

Unfortunately thats hows a lot of society is these days. They never take responsibility for their actions.

You see it everywhere. People sue and blame others any chance they get for their own damn stupidity.

[DELETED]

My least favorite has always been "It's not what I expected". Not sure why... It's a perfectly reasonable reason, but it still irritates me.

Being a PLR sales, maybe the refund period should be shorter to try to minimized refund?
Could try it out, right?

I had a few refund requests on my last WSO, which I promptly refunded. But I've got to say, the two that started out, "This is a great product that is very professionally done, but I don't think I am going to use this strategy right now. Please send a refund" drove me a little crazy.

Hard to believe, but they're out there. Just the cost of doing business I guess. The funny thing is, in my main niche (outside of internet marketing) I have only had two refund requests in 10 years! For some reason the freebie seekers really hit up the IM niche.

This is so true. Buyers should aware that when they bought things it couldn't be replace nor return. Its business people unless the item was damage due to bad delivery before the customer had it.

There's something else that I don't like from clickbank as a vendor: on the IM and Make Money niches people buy your product with his own link so they can get a "discount" so, if you are on that niche your earnings will be shaved a lot.

considering that these are digital products... and they are not going to use them... and if the return policy allows it.. then what is wrong with them exercising their rights and free will???? oh... gives you less money?? that irks yoU?

Hey Tiff,

You can take comfort in two things, IMHO.

1. You are a success, and will continue to be successful.

2. They will do NOTHING with your product and remain a failure.

All the best,
Michael

One of the reasons I don't offer refunds for my IM course, and also why the course is private.

Either you are determined to make it work or you're going to loose your investment. When the purchaser has nothing to loose, and knows there going to screw you the quality of your product doesn't really matter.

What are the best ways to weed out these kind of customers?

hide your product behind membership site. no pay, no play.

Tiffany, I completely get where you're coming from.

Just before Christmas I had a great week
and sold my all time high.

Starting the 10th of January, I started getting
refund requests all over the place.

And some even say they were just curious about
one of the bonuses, so they bought it knowing they're
going to ask for the refund.

Although I stand behind risk reversals and guarantees
any day of the week, sometimes, it brings out the worst
in some people..

Igor

I know where you are coming from Tiffany about people purchasing Clickbank products and then almost immediately asking for a refund. We all know what they are doing. What a shame. But, that is part of doing business with Clickbank, as we all must offer a refund due to Clickbank policies. Just part of doing business.

Think of the bright side, Tiffany. Regardless of of your religious beliefs, some form of Karma exists. What goes around comes around. What they sow, they will reap. Do good, it returns to you, do evil and it returns double. All that.

So, to lift your spirits, imagine all the serial refunders burning in "hades" (as you say). That's where they are all going to end up, right?

I like your point: .
I personally accept it. I believe we can analyze ourselves what the reason behind someone's refund request.