Why do people get upset from refund requests?

ryanman

15 years ago

Yup! It's a part of the game.

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Josh Fulfer 15 years ago

It cracks me up everytime I see someone getting all bent out of shape over a refund.

Seriously, its part of the business. Even the best products get refund requests.

If people dont want to give refunds then they shouldn't offer them. simple as that.

I've only asked for a refund once on an I.M. product that I bought and it was because the product was SERIOUSLY lacking, the quality was horrible and the information wasn't helpful at all.

you should of seen the reply i got back from the marketer, he sent me a huge e-mail calling me all kinds of names and everything. then gave me the money back anyway.

I mean, whats the point of acting like that? Especially from a "business man".

So crazy.

I dont get many refund requests but on the occasion that I do get one, I'm more than happy to give them a refund. In the scope of things its really no big deal.
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- Magic Johnson 15 years ago
  
  I think refunds are part of the game too. And you can't expect less.
  
  So many internet marketers sell ebooks(information), you have to keep in mind that your product has to be of higher standards than regular paperbacks you can buy over at Amazon.com.
  
  So if you claims are huge on your sales pages, then you must to live up to the expectations and don't expect anything less.
  
  Most ebooks at least in the make money "IM" field are $27 and up.
  
  To tell the truth you can find above average IM books on Amazon for $12 and $13 bucks.
  
  I haven't made a refund request in several years, when I did ones it was because the ebook were seriously lacking. It were 12 pages and the big secret were the AIDA formula.
  
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  myob 15 years ago
  
  All of my products have a 100% money back guarantee. It is just good business practice, and leads to goodwill and referrals in the long term. Some people may take advantage of you, but the benefits of this policy far exceed the short term loss in profits. I look at refunds as an investment - it can be much more effective than any other form of advertising. Try to find out why the customer is requesting the refund, and just make your product better.
  
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  Jenna Paulson 15 years ago
  
  The dispiriting thing is that someone could download all your material for free and never pay, as its an info/educational product they cant really return it.
  
  I think refunds depend on the niche, and info provided.
  
  I am interested in the debate of 100% money back guarantee vs no refund from a sellers perspective. I think i would offer 100% on smaller ticket items <$100 but on anything more i wouldnt.
  
  Thanks
  
  1 reply
  
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  Raydal 15 years ago
  
  From my view the answer is simple: it hurts!
  
  You have already celebrated that victory and it's taken back, and they
  get to keep your product at the same time.
  
  The best way to overcome that 'hurt' is to SELL MORE! The more
  you market and sell the less refunds hurt because you don't even
  notice them anymore. But if they are a significant part of your
  lack of a healthy bottom line, then your product could be either
  over-priced or low quality.
  
  Refund could be a wake up call to improve your product or lower
  your price.
  
  -Ray Edwards
  
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JonnyAndrews

15 years ago

Originally Posted by Magic Johnson

I've read numerous times only this week from babbling people about this. Someone who wants their money back and now they aint happy.

So they has to go to WF and steam off give us their story.

I tell you what:
Just move on folks, either your product are lacking or it didn't
fit the bill for this individ.

No big deal, they aint taken your dignity with them. '

Dear Mr. Magic,

In regards to your previous comments about products
needing refunds because they are lacking or do not
fit the bill for an individual...

I find this notion preposterous.

MY products are the Holy Grail of Internet marketing
and if anyone requires a refund is obviously in league
with the Devil.

I can further back this statement with a signed
letter of authenticity from God herself AND the
guy who sold the air guitar on eBay.

(I will link to it as soon as my henchmen finish
booting Photoshop)

Irrefutable I say, irrefutable.

So please, keep your blasphemous comments to
yourself and let those of us who have been "anointed"
as marketing geniuses work in peace.

We have lives to save here!

Refunds my hind end... minions of Satan I say!

Sincerely,
Reverend Jonny Andrews

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tomerc

15 years ago

So true.
Do you think Steve Jobs sit in his office and start to yell all around:
"Damn! Another Mighty Mouse refund?! I can't believe it! I'm gonna quit!".

No, folks.

Take care

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Jenna Paulson 15 years ago

Yes it hurts.

I suppose another aspect of refunds is the customer doesnt really get to see what they are buying until they have bought it. Which is not the same in the offline world.
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talfighel

15 years ago

Refunds are a part of the game. Even if your product is GOOD, people will still find ways to get their money back and get a FREE copy of your product.

Tal

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Kay King

15 years ago

If you read those complaint posts carefully - it's usually not the refund itself that angers sellers - it's the feeling they've been "had" by someone who made a purchase and requested a refund 5 minutes after download.

kay

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matthewd

15 years ago

Originally Posted by Kay King

If you read those complaint posts carefully - it's usually not the refund itself that angers sellers - it's the feeling they've been "had" by someone who made a purchase and requested a refund 5 minutes after download.

kay

Exactly.

I think people are missing the point of the posts about refunds here. Every post I have seen (or made) where someone (or I) was complaining about refunders is in reference to thinking we were being cheated.

I don't think anyone has ever come here and said "Damn people keep telling me my product sucks and asking for a refund... who do they think they are?"

The thing that pisses people off about refunds is not a legitimate request for a refund. It is people that appear to be getting a refund simply to get a free product.

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Joseph Ratliff

15 years ago

Tip: When you are planning your business each year, you "program" a pre-determined amount of refunds into your income goals...just assume they will happen.

If you have been in business awhile, and have refund data from previous years to refer to...average that out, add a small percentage, and plan away...

If you are newer, and have no "previous years" to refer to...just assume a small percentage of sales to begin with...and adjust that number as you move to the next year and have data to refer back to.

Refunds are part of the game, there's human beings involved.

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GeorgR.

15 years ago

i am VERY upset by refund-requests.

The reason is that the MAJORITY of people pull reasons out of their *** to get their money - regardless whether product delivers or not.

I see people wanting refunds where its clear that they did not even read the documentation - i have given hands-on coaching with their problems which are not really related to my product(s) and they STILL want a refund even after i helped them and advised them.

EXAMPLE:

I am selling a product where you can create and make a complete adsense site.

The product is DIRT CHEAP for the work i put in it. $37 for a complete website script, you must be kidding me?

One refund reason given to me was

"I see XYZ clicks on clickbank, but adwords reported YXZ clicks" <--- REFUND PLEASE!

(like i have anything to do with clickbank, adwords click reporting and clickthrough-rate on adwords....)

Sorry, this just one example. There are MANY people out there like that.

If you're in IM you will know how many people try everything to get things for free.

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BrianTubbs

15 years ago

As someone who's invested in a few IM products, I've noticed that most offer an unconditional money-back guarantee. As a consumer, that inspires confidence in me. And, just as FYI, I've NEVER asked for a refund - from anybody.

EVEN IF I don't like the product, I can usually say that I've gotten SOME benefit out of it - and I know the person putting it together (usually) worked hard on it.

Having said all that, I have noticed that a few IM sellers out there offer CONDITIONAL refunds -- i.e., "Show me your work" kind of stuff. They want to know that the person actually DID what the product taught.

I find this kind of refund policy to be very fair and reasonable, though it's not as attractive (at least in my opinion) to the consumer at the beginning of the sales process.

What do you all think? Are conditional refunds a valid option?

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myob 15 years ago

There will always be people who take advantage of an unconditional money back guarantee. But I am convinced that this is best for your business in the long term. High refund rates may be a signal that your sales page and/or product needs some work. You can actually reduce refunds significantly by having a helpdesk or offering your phone# if the customer has a problem. Often it may be just that assurance that solidifies the sale. Don't try to hide behind a computer - you are dealing with real people.

I would much rather hear about a complaint direct from my customer than have word spread that you will never get your money back if you buy from me. No product is perfect, and you should have systems in place that allow customers to gripe. No hassle refunds are far more effective than any form of advertising that I know of, and I spend a lot of money on advertising. Many times after giving a refund, customers will buy some of my other products, and become repeat customers. And, they send me referrals!
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GreenEyes

15 years ago

Originally Posted by BrianTubbs

As someone who's invested in a few IM products, I've noticed that most offer an unconditional money-back guarantee. As a consumer, that inspires confidence in me. And, just as FYI, I've NEVER asked for a refund - from anybody.

EVEN IF I don't like the product, I can usually say that I've gotten SOME benefit out of it - and I know the person putting it together (usually) worked hard on it.

Having said all that, I have noticed that a few IM sellers out there offer CONDITIONAL refunds -- i.e., "Show me your work" kind of stuff. They want to know that the person actually DID what the product taught.

I find this kind of refund policy to be very fair and reasonable, though it's not as attractive (at least in my opinion) to the consumer at the beginning of the sales process.

What do you all think? Are conditional refunds a valid option?

Yes! Just 9mos ago, when I was completely green with a newbie status, I liked the idea of a conditional refund policy. I felt, if needed, I would would have a better chance of support when trying to learn and apply their product/program or method. And in those same cases that was proven to be true.

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JamesEcho1

Banned 15 years ago

[DELETED]

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Nick Garcia 15 years ago

Hmm...I'm glad I stumbled onto this post. I'm weeks away from my first sale and I'm the type to expect 100% satisfaction out of my own products. However, after reading these posts, I realize a refund is inevitable at times. I guess now I won't be so upset! It's just one of the many things that we hit in the long, rewarding road of Internet Marketing.

Thanks for the mental preparation! I'm sure it'll help some time in the future.

Best Regards,
-Nick Garcia

PS: Now that I think about it, whining over a refund or two does seem kind of pointless. It'd probably be better to use that time for working on a better product!!
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ebusinesstutor

15 years ago

Refunds don't bother me - they are just a part of doing business.

One annoyance is when people file a PayPal dispute BEFORE asking me for a refund. It hurts my reputation with PayPal for no reason at all since I happily do any refunds requested within 30 days.

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pavondunbar

15 years ago

Refund requests are a part of the business to me...

But the customer keeps your product because it is "digital" in nature...

Work in retail, and you'll see lots and lots of refund requests....some even for products that were used--and abused--already...

Pavon

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Why do people get upset from refund requests?

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