Long-haul flights & refunds..

43 replies
Hi,

I'm just wondering what everyone here does when they have to get long-haul flights. I've got a 13 hour flight tomorrow and I'm pretty sure there's no WIFI on-board - all in all it's a lot of traveling without access to the Internet.

My outsourcer is covering all support tickets but what do I do about refunds. I'm usually online to process them within a few hours - which is what I want to happen while I'm away. If a refund is requested it's granted - I wish I could automate it somehow?

Outside the IM niche some people don't half kick up a fuss if they don't get it instantly!

The main problem is I don't fancy giving my outsourcer access to the payments system. I don't think PayPal for example would even allow this.

What do other people do in these situations? Or suggest I do?
#flights #longhaul #refunds
  • Profile picture of the author tee_emm
    If it's not going to be a regular thing then I don't think you being away from the internet for 13 hours is going to cause huge problems
    Signature
    Melanotan 2 - Giving You The Ultimate Tan!
    {{ DiscussionBoard.errors[3540504].message }}
    • Profile picture of the author Richard Tunnah
      Joe,
      I'd get your va to explain you are travelling and you need to authorise a refund. Most people are patient if they get a prompt reply.

      Rich

      Ps. Internet access is being rolled out this year on many airlines I read. Although I'm sure I read it was likely to be charged at 5 dollars per 10 minutes so maybe not something you want to be sat on for 13 hours!!
      {{ DiscussionBoard.errors[3540527].message }}
    • Profile picture of the author Joe Motion
      Originally Posted by tee_emm View Post

      If it's not going to be a regular thing then I don't think you being away from the internet for 13 hours is going to cause huge problems
      I wish I could guarantee that! I just know I'm going to be sat on that plane worrying so much if I don't have something set up.


      Originally Posted by Mike Hlatky View Post

      You can just set up an auto response message.

      If your refunds are all going to a specific email address, you can just say something like "We will not be able to process refunds for the next 24 hours. Your refund request is in our system and will be granted within 48 hours"
      This is all I've done so far - set a "Vacation" message in Google Apps Mail. It basically says we're busy those dates and all refund requests will be honored within 24 hours.


      Originally Posted by Richard Tunnah View Post

      Joe,
      I'd get your va to explain you are travelling and you need to authorise a refund. Most people are patient if they get a prompt reply.

      Rich

      Ps. Internet access is being rolled out this year on many airlines I read. Although I'm sure I read it was likely to be charged at 5 dollars per 10 minutes so maybe not something you want to be sat on for 13 hours!!
      All the explanations in the world can not calm some customers! I'll hope they have that $5 for 10 minute set up then - I only need 10 minutes!

      Even considered asking my brother - who has no Internet experience at all
      Signature
      Living in SE Asia.. BKK.. PM me for a beer!
      {{ DiscussionBoard.errors[3540555].message }}
      • Profile picture of the author Shaun OReilly
        If you have a PayPal Business Account, you can create
        mutilple users and specify what they can (and can't)
        access within your account:

        https://www.paypal.com/cgi-bin/websc...ssions-outside (no affil.)

        So, you can create a user that is allowed to process refunds
        but can't gain access to other functionality within PayPal.

        Dedicated to mutual success,

        Shaun
        Signature

        .

        {{ DiscussionBoard.errors[3540583].message }}
  • Profile picture of the author Mike Hlatky
    You can just set up an auto response message.

    If your refunds are all going to a specific email address, you can just say something like "We will not be able to process refunds for the next 24 hours. Your refund request is in our system and will be granted within 48 hours".

    Or, if it goes to just some contact email, you could say, "We will be out of the office/away for the next 24 hours. We will get back to you as soon as possible. Sorry for any inconvenience"
    {{ DiscussionBoard.errors[3540513].message }}
  • Profile picture of the author Joe Motion
    Now this is powerful!

    I'm a little overwhelmed if I'm honest, I never knew about this - thank you!
    Signature
    Living in SE Asia.. BKK.. PM me for a beer!
    {{ DiscussionBoard.errors[3540631].message }}
  • Profile picture of the author tpw
    What happens when you go to sleep at night?

    Don't people have to wait at least 8 hours for a response?
    Signature
    Bill Platt, Oklahoma USA, PlattPublishing.com
    Publish Coloring Books for Profit (WSOTD 7-30-2015)
    {{ DiscussionBoard.errors[3540747].message }}
    • Profile picture of the author Joe Motion
      Originally Posted by tpw View Post

      What happens when you go to sleep at night?

      Don't people have to wait at least 8 hours for a response?
      Good point!

      They do yes - it's just the flight is at an awkward time. I guess I'm just being ultra careful - getting to the airport, waiting lounge, internet abroad.. etc..

      If you've ever run a business you'll notice everything goes wrong at the worst possible times!

      I usually wake up process them before breakfast, then process any as and when I get them throughout the day.

      That PayPal "Add users" is interesting, I've created a login for my brother so that he only has permission to refund customers - but I've no idea where he logs in! I guess I'll sort it..
      Signature
      Living in SE Asia.. BKK.. PM me for a beer!
      {{ DiscussionBoard.errors[3540812].message }}
      • Profile picture of the author Richard Van
        If they want a refund and you're prepared to automate it, then don't worry about it, they want their money back anyway, they can wait the 13 hours

        How many refunds are you getting chap? Sounds a lot.

        Besides how much of a stink can they kick up exactly?

        Look, get on the flight, ask for the in flight beer menu and enjoy the ride. If only you can issue the refunds, then there's nothing you can do about it anyway.
        Signature

        Wibble, bark, my old man's a mushroom etc...

        {{ DiscussionBoard.errors[3540862].message }}
      • Profile picture of the author WillR
        Originally Posted by Joe Motion View Post

        They do yes - it's just the flight is at an awkward time. I guess I'm just being ultra careful - getting to the airport, waiting lounge, internet abroad.. etc..

        If you've ever run a business you'll notice everything goes wrong at the worst possible times!
        Man oh man. If you have to get this worried about being away from your computer for only 13 hours then I think you need to re-evaluate the way your processes are setup. Seriously.

        What happens if something unexpected occurs in your life and you are forced away from the computer for days? Could your business keep running without you? If not, you need to have a serious think about that. It will happen, one day.

        I understand you want to give great customer service but this is a business at the end of the day. It needn't and shouldn't consume your life like that. Even a person slogging away in a 9 to 5 job gets 15 hours off a day!

        Originally Posted by Richard Van View Post

        How many refunds are you getting chap? Sounds a lot.
        I thought the same thing. If I had to be away from my business for a long period of time the last thing on my mind would be refunds. If you can't go 13 hours without the worry of refunds looming over you then you may need to do something about lowering your refund rate altogether.

        The other option for your 13 hour flight is to take your product offline for the duration if you truly are that worried.
        {{ DiscussionBoard.errors[3540877].message }}
        • Profile picture of the author Mike Hlatky
          Originally Posted by WillR View Post

          Even a person slogging away in a 9 to 5 job gets 15 hours off a day!
          And that extra hour is what they refer to as the "Twilight Zone"
          {{ DiscussionBoard.errors[3540905].message }}
          • Profile picture of the author WillR
            Originally Posted by Mike Hlatky View Post

            And that extra hour is what they refer to as the "Twilight Zone"
            Exactly. Oops 15 + 8 = 23

            Doh!
            {{ DiscussionBoard.errors[3540911].message }}
            • Profile picture of the author Richard Van
              I was just thinking about this.

              I'm off to Australia in January to visit family. The flights about 24 hours, I'm there 3 weeks. I will get online at times, I'm staying with my sister so it's not a problem but honestly, when I'm sitting outside in the lovely warmth, nice cold, ice cold beer in hand, I can assure you I won't be thinking refunds and I won't be thinking business. The only thing I'll think of my business is that it'll have paid for the flight and the beer I'm holding.

              I started my own business to give me freedom to do what I want, sounds to me you'd be much more free in a 9-5. You may be poorer like that but if you're worried about being away for 13 hours, well, I wouldn't want the money.
              Signature

              Wibble, bark, my old man's a mushroom etc...

              {{ DiscussionBoard.errors[3540979].message }}
              • Profile picture of the author Frank Donovan
                Originally Posted by cosmokid View Post

                Hmm. I see a lot of "I know it all, you poor little peon, why on earth would you worry about refunds?" folks posting here,
                Really? I don't see that at all. I see folks suggesting that perhaps he should run the business rather than have the business run him. And Shaun and Mike, for example, have already offered a couple of workable solutions.

                You can be a successful business owner (even online) without being at the beck and call of your customers 24/7.


                Frank
                Signature
                TOP TIP: To browse the forum like a Pro, select "View Classic" from the drop-down menu under your user name.

                {{ DiscussionBoard.errors[3541144].message }}
              • Profile picture of the author Tom B
                Banned
                Originally Posted by cosmokid View Post

                If you've done business for any length of time, especially if you sell to IM markets, you KNOW that those worst case scenarios like the OP is trying to prevent can and do happen. I have had to deal with a truly psycho person who lost his marbles when I didn't respond to his PM within two hours. He didn't even want or need a refund, he simply had a question about the product. When you see someone like that get really nuts on you you realize you need to have plans in place to have customer service pretty much continuously rolling in your business. It's not that you get lots of refunds. It's that, in this information age and in this world of some people in IM buying at 2 in the morning YOUR time, people still expect instant service. You have to shape your business to address that and set boundaries and procedures up that keep your business thriving -- and allow YOU to thrive, too, if you have to travel or have other things to attend to.

                The issues he is talking about -- of being reluctant to have paid assistants or employees access your accounts to issue refunds -- are really critical.
                Um... no, I don't have to shape my business around crazy people who expect immediate response.
                {{ DiscussionBoard.errors[3541207].message }}
                • Profile picture of the author Black Hat Cat
                  Banned
                  Originally Posted by Thomas Belknap View Post

                  Um... no, I don't have to shape my business around crazy people who expect immediate response.
                  Thank you. They can expect it all they want, but if they want to dictate how a business is run, they better start their own.
                  {{ DiscussionBoard.errors[3544452].message }}
              • Profile picture of the author WillR
                Originally Posted by Richard Van View Post

                I was just thinking about this.

                I'm off to Australia in January to visit family. The flights about 24 hours, I'm there 3 weeks. I will get online at times, I'm staying with my sister so it's not a problem but honestly, when I'm sitting outside in the lovely warmth, nice cold, ice cold beer in hand, I can assure you I won't be thinking refunds and I won't be thinking business. The only thing I'll think of my business is that it'll have paid for the flight and the beer I'm holding.
                Richard,

                I think Oprah summed it up best when she was here (Sydney) last year. Over here we 'work to live' whereas most other countries 'live to work'. There's a big difference.

                At the end of the day a business should only be there to support your lifestyle. There is no point making a whole heap of money if you are bogged down in a business where you feel you can't be without a computer for 13 hours - thats a sad life to live.

                Nothing in the world is THAT important that is can't wait a day or two.

                I have mates who became lawyers straight out of high school and they were earning the big coin. But they were also in the office from about 8am - 9pm every weekday - sometimes weekends as well. They never had time to enjoy themselves and anytime they did, they were always too worn out to do so.

                What sort of a lifestyle is that? What is the point of all that money if you can't enjoy it. You might get hit by a bus tomorrow - how important would that refund be then?

                Needless to say one of my mates just walked out of law because he had enough. He said the money was not worth the lifestyle.

                Originally Posted by Joe Motion View Post

                Auto-reply is set. Off to sleep now.

                Flying to sunny Thailand tomorrow!

                I'm going to try and relax!
                Now THAT'S the attitude!
                {{ DiscussionBoard.errors[3544057].message }}
              • Profile picture of the author Black Hat Cat
                Banned
                Originally Posted by cosmokid View Post

                So -- just what are all of you know it alls on this thread doing for YOUR customer support? How many people do you use, are they family, friends, or Odesk/freelancer types, how much access do you give them to your business, and how do you process refunds?
                I can tell you what I'm not doing.....sweating over not issuing a refund within 13 hours if I have to be away from the computer for some reason.
                {{ DiscussionBoard.errors[3544440].message }}
      • Profile picture of the author Frank Donovan
        Joe,

        Originally Posted by Joe Motion View Post

        If you've ever run a business you'll notice everything goes wrong at the worst possible times!
        It's commendable that you're concerned, but really - you need to chill a bit.

        A business is supposed to set you free, not make you a prisoner. Set up an autoresponder message saying you'll attend to any matter on your return; then forget about it and enjoy the flight.

        Bon voyage!


        Frank
        Signature
        TOP TIP: To browse the forum like a Pro, select "View Classic" from the drop-down menu under your user name.

        {{ DiscussionBoard.errors[3540955].message }}
    • Profile picture of the author theimdude
      Originally Posted by tpw View Post

      What happens when you go to sleep at night?

      Don't people have to wait at least 8 hours for a response?
      Well said and this made my day ...... wonder if he took into consideration time zones
      Signature
      Do you want 30 back-links in my PRIVATE BLOG network for ONLY $20 ???
      [LIMITED ACCESS + FREE ARTICLE INCLUDED OR YOUR OWN]

      CLICK HERE NOW
      {{ DiscussionBoard.errors[3540978].message }}
  • Profile picture of the author Sarah Russell
    Agree with what everyone else is saying - set up an auto-responder or have your VA communicate with customers if possible, and then stop worrying about it. Being that hands-on about every aspect of your business is going to kill you, fast.

    Set a policy now that says refunds will be processed within 24-48 hours of requests, make that clear on your website and stick to it. People will ultimately wait for their refunds - I'm finding it hard to think of any niches that would be that ridiculous about processing times.
    {{ DiscussionBoard.errors[3540992].message }}
  • Profile picture of the author Joe Motion
    Originally Posted by Richard Van View Post

    If they want a refund and you're prepared to automate it, then don't worry about it, they want their money back anyway, they can wait the 13 hours
    I'll report back to this thread with details on what happened! It will be more than 13 hours though.

    Originally Posted by WillR View Post

    I understand you want to give great customer service but this is a business at the end of the day. It needn't and shouldn't consume your life like that. Even a person slogging away in a 9 to 5 job gets 15 hours off a day!

    The other option for your 13 hour flight is to take your product offline for the duration if you truly are that worried.
    And lose money? I did consider this but I think I'm just going to take the risk!

    Originally Posted by WillR View Post

    Man oh man. If you have to get this worried about being away from your computer for only 13 hours then I think you need to re-evaluate the way your processes are setup. Seriously.
    I've posted this thread haven't I? Read the original post! I'm asking for ways to re-evaluate my process!

    Originally Posted by Frank Donovan View Post

    It's commendable that you're concerned, but really - you need to chill a bit.

    A business is supposed to set you free, not make you a prisoner. Set up an autoresponder message saying you'll attend to any matter on your return; then forget about it and enjoy the flight.
    The main parts of my business that generate cash run on auto-pilot - they're info products and they're all delivered automatically.

    If I can just deal with the refunds I can sit on a beach and make money while relaxing - I'm actually flying to a beach!

    Originally Posted by theimdude View Post

    Well said and this made my day ...... wonder if he took into consideration time zones
    Of course - I'll explain, I have 7 hours sleep. I spend 20 minutes going through refunds before I sleep and when I wake up. Then my day is free. So the maximum my customers wait is 7 hours for a reply.

    Originally Posted by Richard Van View Post

    I started my own business to give me freedom to do what I want, sounds to me you'd be much more free in a 9-5. You may be poorer like that but if you're worried about being away for 13 hours, well, I wouldn't want the money.
    My business gives me freedom. I've lived all over the world thanks to being able to run it from my laptop anywhere with an Internet connection.

    It's just one part of my business has exploded and it involves occasional refunds! I could close it but I want the money, the only other option is to work out a system for this so it takes the strain off me.

    This is something I've yet to 'systemize'! But trust me, I'm working on it. I've just left it far to late!

    Originally Posted by Sarah Russell View Post

    Agree with what everyone else is saying - set up an auto-responder or have your VA communicate with customers if possible, and then stop worrying about it. Being that hands-on about every aspect of your business is going to kill you, fast.

    Set a policy now that says refunds will be processed within 24-48 hours of requests, make that clear on your website and stick to it. People will ultimately wait for their refunds - I'm finding it hard to think of any niches that would be that ridiculous about processing times.
    I'm already doing this!

    In my experience some people don't wait.. they want there refunds within a few hours

    I'll risk it this time and when I land implement Shaun OReilly's solution. Sole e-mail account for refunds (refunds@x.com) forwarded to outsourcer that only has permission to process refunds

    One last thing, I can usually talk round a few refund requests, which an outsourcer would need to be extremely trained to do!
    Signature
    Living in SE Asia.. BKK.. PM me for a beer!
    {{ DiscussionBoard.errors[3541077].message }}
    • Profile picture of the author Tom B
      Banned
      Originally Posted by Joe Motion View Post


      In my experience some people don't wait.. they want there refunds within a few hours

      Let them be disappointed! It is unreasonable to expect a refund within hours or even the same day.

      I refund within 2 weeks. I have yet to hear any problems from customers over my refund policy. I just make sure they know I will process their refund by replying within a day. Most people are happy just to know they will get the refund.
      {{ DiscussionBoard.errors[3541106].message }}
      • Profile picture of the author Joe Motion
        Originally Posted by Thomas Belknap View Post

        Let them be disappointed! It is unreasonable to expect a refund within hours or even the same day.

        I refund within 2 weeks. I have yet to hear any problems from customers over my refund policy. I just make sure they know I will process their refund by replying within a day. Most people are happy just to know they will get the refund.
        Awesome! 2 weeks!

        Are these products outside the Internet Marketing niche?

        Originally Posted by Frank Donovan View Post

        Really? I don't see that at all. I see folks suggesting that perhaps he should run the business rather than have the business run him. And Shaun and Mike, for example, have already offered a couple of workable solutions.

        You can be a successful business owner (even online) without being at the beck and call of your customers 24/7.
        No offense taken at all. I only posted this thread for a few tips. I know all of this "make your business work for you stuff".. which if people didn't notice.. it's what I'm trying to implement.

        If any of you are in Thailand send me a private message, I'll meet you for a drink and show you how relaxed I am running my business throughout the day!
        Signature
        Living in SE Asia.. BKK.. PM me for a beer!
        {{ DiscussionBoard.errors[3541165].message }}
        • Profile picture of the author Tom B
          Banned
          Originally Posted by Joe Motion View Post

          Awesome! 2 weeks!

          Are these products outside the Internet Marketing niche?
          This is my policy for all markets, including IM.
          {{ DiscussionBoard.errors[3541191].message }}
  • Profile picture of the author Joe Motion
    I'm sorry but if I had to wait 2 weeks for a refund I'd be really annoyed. I'd probably think it wasn't happening after a week..

    Maybe I need to have more patience :/
    Signature
    Living in SE Asia.. BKK.. PM me for a beer!
    {{ DiscussionBoard.errors[3541201].message }}
    • Profile picture of the author Tom B
      Banned
      Originally Posted by Joe Motion View Post

      I'm sorry but if I had to wait 2 weeks for a refund I'd be really annoyed. I'd probably think it wasn't happening after a week..

      Maybe I need to have more patience :/

      Joe, I respond to them within a day to let them know I will process their refund and to expect it within 2 weeks.

      Most people are quite happy just to know you did receive their request and will process the refund. If they complain about not getting it today, chances are they were trying to get your product for free anyway.

      You do what you want. I am not having problems with long flights and neither are my customers having problems with refunds.

      This isn't any different then a lot of online stores. It took me about a month to get a refund from Dell in the past.
      {{ DiscussionBoard.errors[3541216].message }}
  • Profile picture of the author Joe Motion
    Maybe I'm getting more refund requests than you!

    Which is nothing to brag about!

    Ok guys - I've gone with Shauns solution.

    Thanks for all the input. I really appreciate it.
    Signature
    Living in SE Asia.. BKK.. PM me for a beer!
    {{ DiscussionBoard.errors[3541230].message }}
    • Profile picture of the author Richard Van
      Originally Posted by cosmokid View Post

      Hmm. I see a lot of "I know it all, you poor little peon, why on earth would you worry about refunds?" folks posting here, but none of you are sharing how you have your own customer support set up. You're either blaming the guy for EVER having a refund (as if you never have them) or chastizing him for even trying to prepare for the worst case scenario in his business.

      You ARE business people, right?
      Phew. Do you feel better getting that off your chest?

      Truth be known, I get very few refunds. That's just a fact. Never have I had to worry that going on a flight will have an impact from all the refunds I'll be getting.

      I am not a "know it all" either. I was actually assuming Joe had so many refunds because he was making a huge amount of sales and good on him. He replied to my comment very nicely and I now see what has happened. A part of his business has exploded and he quite rightly wants to keep it going. I fully appreciate where he's coming from.

      However as Thomas said he has a 2 week refund policy, others have 24-48 hours. One only needs to show this and I don't see why there's a problem. Does Joe have a mailing list? Email them and tell them you're away. Put the dates you're away on the sales page as a warning. Use Shauns excellent solution. It's not a big problem. If I had a guy go nuts on me for not answering a question in 2 hours I'd delete him from my list and tell him exactly what I thought. I don't want customers like that or their money.

      Sorry if you don't like mine or other people's responses here but I tend to put life in perspective. I travelled years ago with a guy who lives (lived) in the Miyagi Prefecture in Japan. I travelled with him 12 years ago. I kept in touch with him. He was a successful guy. Everything he had has been washed away. I've not heard from him since. I can't consider a plane flight and refunds being that important. Please don't take this the wrong way either, this is just my opinion, it's not necessarily right.

      Joe, I mean no disrespect to you. I appreciate you have your customers interests at heart and well done. I still think though, you'll be able to carry this on after the flight. I also would meet up for a beer in lovely Thailand but I'm miles away. If you ever come to this grey land, we'll do lots of beers. :p
      Signature

      Wibble, bark, my old man's a mushroom etc...

      {{ DiscussionBoard.errors[3541316].message }}
  • I dont mean to sound like a twat but... does it really matter whether you process a refund within 5, 10 or 15 hours? Dont you think you're exaggerating a bit?
    {{ DiscussionBoard.errors[3542374].message }}
  • Profile picture of the author Marketing Merit
    Joe Motion...don't take this the wrong way, but you really need to chill!!:p

    I'm all for good customer service but if you can't switch off then you'll end up making yourself ill.

    Just set up the auto reply and forget about it.
    {{ DiscussionBoard.errors[3542457].message }}
    • Profile picture of the author Joe Motion
      Originally Posted by Anonymous Affiliate View Post

      I dont mean to sound like a twat but... does it really matter whether you process a refund within 5, 10 or 15 hours? Dont you think you're exaggerating a bit?
      Doesn't make you sound a twat at all.

      I think I'm just worried about a few people going to the payment processor at once - them seeing this and then marking my account.

      Originally Posted by Marketing Merit View Post

      Joe Motion...don't take this the wrong way, but you really need to chill!!:p

      I'm all for good customer service but if you can't switch off then you'll end up making yourself ill.

      Just set up the auto reply and forget about it.
      Auto-reply is set. Off to sleep now.

      Flying to sunny Thailand tomorrow!

      I'm going to try and relax!
      Signature
      Living in SE Asia.. BKK.. PM me for a beer!
      {{ DiscussionBoard.errors[3543736].message }}
      • Profile picture of the author Richard Van
        Originally Posted by Joe Motion View Post

        Auto-reply is set. Off to sleep now.

        Flying to sunny Thailand tomorrow!

        I'm going to try and relax!
        Good for you Joe, Have great time and don't forget to have a nice in flight beer and enjoy the ride.

        WillR - I think Oprah summed it up best when she was here (Sydney) last year. Over here we 'work to live' whereas most other countries 'live to work'. There's a big difference.
        You're in Sydney? My sisters in Clovelly. Get your drinking cap on, I'll be over in January!

        I agree as well, there are 2 big reasons I do what I do and I do work hard now but that's for a reason too, I plan to stop working hard very soon . First reason I do this is to have control over how much I earn, the second reason is to be in control of how much time I spend doing so.
        Signature

        Wibble, bark, my old man's a mushroom etc...

        {{ DiscussionBoard.errors[3545712].message }}
        • Profile picture of the author WillR
          Originally Posted by Richard Van View Post

          You're in Sydney? My sisters in Clovelly. Get your drinking cap on, I'll be over in January!
          The drinking cap never comes off. Yeah Clovelly is only about 20 minutes from me. I'm just North of the Harbour Bridge.
          {{ DiscussionBoard.errors[3545817].message }}
          • Profile picture of the author Richard Van
            Originally Posted by WillR View Post

            The drinking cap never comes off. Yeah Clovelly is only about 20 minutes from me. I'm just North of the Harbour Bridge.
            Excellent! We can drink lots of beer and you can tell me what a pommie b******d I am! My ex's sister lives in "Crows Nest" (I think), used to be in St Leonards before that, just over the bridge and my brother in law works in Chatswood.

            Great place Sydney. See you you in ten months chap!
            Signature

            Wibble, bark, my old man's a mushroom etc...

            {{ DiscussionBoard.errors[3545900].message }}
  • Profile picture of the author aaronngoh
    I love to do business but not at the expense of my personal freedom and time

    I would spell clearly the term and condition of my business to my customers

    All my refund will be processed within 48 hrs so that if I am away or travelling, I do not need to worry about that.

    I guess it is personal preference how you want to set up business structure to work for you or against you
    {{ DiscussionBoard.errors[3544404].message }}
  • Profile picture of the author revenue27
    Hey man just relax enjoy your flight, there will be nothing big happen for only 13 hours away from your online biz, have fun remember having online biz should have you free with your time not make you an online zombie LOL....
    {{ DiscussionBoard.errors[3546296].message }}
  • Profile picture of the author Chri5123
    Shouldn't be too much of a problem!

    Just tell your VA to deal with all support tickets and IF you get people asking for a refund.

    They can reply back with:

    "Dear XXX

    We are sorry that you are unhappy with the service/product.

    Of course if you are not happy you can have a full refund.

    Please allow 48 hours for the refund to be processed.

    Before you go ahead though we would love to keep you as a customer and is there anything in particular that you were unhappy with?

    Please get back to me and see if we can work together on this?

    Kind Regards,

    Support

    That should work fine!

    Refunds at Clickbank take 24 hours anyway so you being on a flight for 13 shouldn't be a problem.

    Chris

    Originally Posted by Joe Motion View Post

    Hi,

    I'm just wondering what everyone here does when they have to get long-haul flights. I've got a 13 hour flight tomorrow and I'm pretty sure there's no WIFI on-board - all in all it's a lot of traveling without access to the Internet.

    My outsourcer is covering all support tickets but what do I do about refunds. I'm usually online to process them within a few hours - which is what I want to happen while I'm away. If a refund is requested it's granted - I wish I could automate it somehow?

    Outside the IM niche some people don't half kick up a fuss if they don't get it instantly!

    The main problem is I don't fancy giving my outsourcer access to the payments system. I don't think PayPal for example would even allow this.

    What do other people do in these situations? Or suggest I do?
    {{ DiscussionBoard.errors[3546323].message }}
    • Profile picture of the author Joe Motion
      Originally Posted by Chri5123 View Post

      Shouldn't be too much of a problem!

      Just tell your VA to deal with all support tickets and IF you get people asking for a refund.
      You're right. Perhaps I was worrying more than I should. I've told the VA to be online the hours I'm unavailable - and if a refund is requested to state it will be processed within 24 hours.

      That PayPal "Add Users" to your account doesn't make sense. I tried to set an account up for my brother and it assumes the person already has a PayPal account.

      I've also put a huge notice on my support desk explaining non-technical related support queries will take 24 hours to be processed. 'Hesk' support desk really is awesome (free as well).

      Anyway - not to worry, found WIFI in the airport lounge and running my business whilst enjoying a pint



      Cheers for all the advice.
      Signature
      Living in SE Asia.. BKK.. PM me for a beer!
      {{ DiscussionBoard.errors[3547314].message }}
      • Profile picture of the author marciayudkin
        it's just the flight is at an awkward time. I guess I'm just being ultra careful - getting to the airport, waiting lounge, internet abroad.. etc..

        If you've ever run a business you'll notice everything goes wrong at the worst possible times!
        I've found that customers are very forgiving if you let them know the (true) reason for the delay: I'm sorry, I was in the hospital emergency room all day with a family member; Sorry, my Internet access got disrupted because of a tsunami evacuation, etc.

        But you should let this be a good opportunity for you to set up a real contingency plan. What if you were to go out of commission for several days or a week? You (or a family member) should be able to make one phone call so the business can go on without you.

        When I took a sabbatical for three months for a road trip to Alaska, I kept up with email myself but had a plan set up with my VA so she could take over with a phone call. The only emergency that happened was being in a town in Yukon, Canada where ALL communications were down for nearly a day. Couldn't make my one phone call, but no business problems happened.

        Marcia Yudkin
        Signature
        Check out Marcia Yudkin's No-Hype Marketing Academy for courses on copywriting, publicity, infomarketing, marketing plans, naming, and branding - not to mention the popular "Marketing for Introverts" course.
        {{ DiscussionBoard.errors[3547721].message }}

Trending Topics