Another rant coming on...

by Kim Standerline 30 replies
Why oh why do some people think its cool when deciding to ask for a refund to open a paypal dispute instead of just asking for it.

I'm getting really pissed about it. (I've had 2 this week).

I have a whopping great refund policy statement on all of my sites, I've never refused a refund yet (unless it's really truly taking the piss), yet for some reason you get the moronic idiots who think it's fine to open a dispute instead of sending me an email or contacting my help desk. (for which I shelled out a fortune).

Oh and if you have emailed me and I haven't replied within 3 minutes, please remember I do have a life away from my computer and I have been known to spend several consecutive minutes away from it. You still won't need to open a dispute.

I wonder sometimes whether some people should be let near either computers or the internet

Rant over
Kim
#main internet marketing discussion forum #coming #rant
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  • Profile picture of the author Sarah Harvey
    People are impatient you know. I for one... well I remember back to when I started playing my recent online MMO, one of the skills messed up on my character. Now I spend a lot of money on the game, so needless to say I was pissed, but still I contact their support. I think I must have contacted them 7 times in a period of 2 weeks.

    Now if something like that happens, I can understand if they open a paypal dispute, but to just do it for the sake of doing it... well that is plain uncalled for.

    My suggestion... if your site has the capability to ban IP addresses then do so. Would be very gratifying if someone comes back to your site and they try and order, only to have a little message pop up telling them that they have been banned due to gross misconduct? Or something other along those lines lol.
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  • Profile picture of the author John Taylor
    Originally Posted by Kim Standerline View Post

    Oh and if you have emailed me and I haven't replied within 3 minutes, please remember I do have a life away from my computer and I have been known to spend several consecutive minutes away from it. You still won't need to open a dispute.
    Kim,

    I told you to get a dog, then you have the perfect excuse for
    any delays in responding to support requests. "Sorry for taking
    11 minutes to get back to you I had to take the dog for a walk"

    Dogs are great to blame for those fart smells too!

    John
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    • Profile picture of the author Kim Standerline
      yeah well

      The most satisfaction I get, especially in this type of refund where they refund within minutes of buying, is they don't realise I can turn off their license key lol

      I wish I was a fly on the wall when they try to use it

      Kim

      John I'm still workin on the dog!
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      • Profile picture of the author SimonHodgkinson
        It's frustrating I agree - maybe these people aren't satisfied with a refund but feel the need to try and damage your reputation/business as well.

        I'm sure some people have been screwed over a few times and assume everyone is a 'bad guy' so they 'attack' first. But that's their problem and not yours and it's probably worth 'crossing the street' whenever they come near again.

        We've had some real sweeties in the past... log support tickets, scream abuse at our staff,
        threaten you with the FBI, the government, their laywers and physical harm because they didn't get login details within 30 seconds of signing up to a site...

        Strange thing is when they immediately get refunded, cancelled and blacklisted they tend to reply back with 3 pages of how sorry they are, the bad day they'd been having and how they didn't mean a word of it... (One minute they're at you like you ran over their dog, the next like they want to be your buddy and hang out!)

        What would be nice on PayPal would be if you could then click another simple button inside
        the resolution centre that said "never let this customer buy anything on my account again"

        That'd save me a fortune of contract killer fees!

        Simon
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    • Profile picture of the author Jean Morgan
      Originally Posted by John Taylor View Post

      Kim,

      Dogs are great to blame for those fart smells too!

      John
      We have a cat for that purpose, and anyway it usually is him and even when it isn't he gets blamed.
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      • Profile picture of the author Jean Morgan
        I rarely get any refund requests, in fact I had my first ever only yesterday. She ordered on Friday, recieved it on Saturday (it is a physical product) by Wednesday she decided it didn't work.
        Well it usually takes at least one week to 3 months of daily use for the full effects to manifest themselves. Most of my customers tell me 7-14 days usually sees some changes taking place.
        I sent her a help document and a full refund. I don't need customers like her, I have 800 repeating customers who are ecstatic about the product and what it does for them.

        I just chalked it up and intend to move on, but I would have been well pissed off had she made a paypal dispute as I have never had one.
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        • Profile picture of the author jhongren
          Hi Kim, Sorry to hear that. I think most buyers forgot that there is in fact a human on the other side.

          I have met with some refunds before. This lady bought it a min ago and ask for a refund within the next min. I strongly believe she is out of a freebie seeking trip and reaping IMers off their well-deserved earnings.

          John
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          • Profile picture of the author jedz
            Banned
            Calm down Kim.
            Remember that patience is a virtue.

            Well, we can't please everybody. Most of us were born to harm other people. They were those people who doesn't deserved any attention and need to alone forever..
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            • Profile picture of the author essmeier
              I'm very protective of my PayPal account. For that reason, I prefer to do business with Clickbank whenever possible. There are drawbacks to that, of course, but I think for information products, Clickbank is better equipped to deal with refunds.

              PayPal, on the other hand, seems to side with the customer as a matter of course.

              Since I use my PayPal account to buy a lot of stuff, I'd rather not have it compromised, so I try to sell through Clickbank whenver possible.

              Charlie
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  • Profile picture of the author Kevin Riley
    Originally Posted by Kim Standerline View Post

    Why oh why do some people think its cool when deciding to ask for a refund to open a paypal dispute instead of just asking for it.
    Not cool, just stupid.

    I've had two people do this, instead of contacting me for refunds. I simply refused their claim and PayPal closed their cases. They never did get a refund, whereas those who legitimately ask for one do.
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    • Profile picture of the author Kim Standerline
      Originally Posted by Kevin Riley View Post

      Not cool, just stupid.

      I've had two people do this, instead of contacting me for refunds. I simply refused their claim and PayPal closed their cases. They never did get a refund, whereas those who legitimately ask for one do.
      I can't be bothered now, I tried that and paypal refunded them anyway, I'd just as soon get them outta my life (the morons)
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    • Profile picture of the author Jeremy Kelsall
      I had someone just this morning...download every single product I have and then open a dispute in paypal within 20 minutes!

      Needless to say, I'm a little bit more than pissed off right now.
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      • Profile picture of the author Kim Standerline
        Originally Posted by Jeremy Kelsall View Post

        I had someone just this morning...download every single product I have and then open a dispute in paypal within 20 minutes!

        Needless to say, I'm a little bit more than pissed off right now.
        Been there, had that done, not only wearing the t shirt, I designed it!

        Kim
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        • Profile picture of the author Jeremy Kelsall
          I'm hoping that it was just an honest mistake.

          If not, I will be posting the user details here on the forum later today so that everyone can add them to their "block" list.
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        • Profile picture of the author Kevin Riley
          Originally Posted by cosmokid View Post


          I believe too little is talked about at IM forums about how customer service requirements really DO change your life. You have to mind the store 24/7 - even though technically with Clickbank you only have to respond to customer requests within 2 business days. We all know that that isn't viable. People DO expect an instant response, and in this weird world we live in, many of them will literaly ask for a refund or file a complaint about you if you don't respond in three minutes.
          That's why I have a Mail Slave. Saves me unmeasurable grief and keeps my customers happy.
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          Kevin Riley, Kevin Riley Publishing, Osaka, Japan


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          • Profile picture of the author Glenn Newsome
            Originally Posted by Kevin Riley View Post

            That's why I have a Mail Slave. Saves me unmeasurable grief and keeps my customers happy.
            But Kevin, I insist no, I demand to converse with the owner of the product!
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          • Profile picture of the author neddag
            Perfect timing Kim as I've been stewing all morning over a PayPal dispute that greeted me when I got out of bed.

            Someone purchased an item from me on eBay. I shipped it on the day they purchased. They live in Hawaii and according to the Post Office it takes 2 weeks for a Parcel Post item to reach Hawaii.

            It has been 8 days and they have not yet received the item so they opened a PayPal dispute.

            Ggggrrrrrrrrr........

            Ned
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        • Profile picture of the author Dan C. Rinnert
          Originally Posted by cosmokid View Post

          Yesterday I had a pile of VICIOUS messages from people about my latest 50% sale send out. And also insane people demanding stuff for free that I don't even produce, have never produced, and have never said on my site that I produce.
          On my eCommerce site, I used to get inquiries for a product that I didn't carry or advertise or even mention. Wasn't even related to my niche.

          Finally, I found an affiliate program through which I could offer that product. So, I signed up, added a page and link to my website for the product and was ready for some extra income!

          Never had an affiliate sale or another inquiry for that product.
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  • Profile picture of the author Richard Tunnah
    Yes it happens. When I sold on Ebay as a powerseller I'd get people doing that rather than requesting a refund with me. Maybe some think it's quicker to do it as a paypal dispute but it's not really is it. If someone asks for a refund then I'll refund them straight away (unless they're a serial refunder then I'll refund and block).
    Guess some people like doing things the hard way.


    Rich
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  • Profile picture of the author Tuzic
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  • Profile picture of the author Tuzic
    Banned
    Hi Kim,

    Unfortunately people in the internet when they dont get their refund choose to dispute the transaction simply because they are panicing they wont get their money back!!

    But they should have some patience as its unfair for sellers & we have to put up with the negative feedback etc.
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    • Profile picture of the author Jelasco
      Originally Posted by Tuzic.com View Post

      Hi Kim,

      Unfortunately people in the internet when they dont get their refund choose to dispute the transaction simply because they are panicing they wont get their money back!!
      Did you read any of the other posts? This is about people who DON'T ask for the refund, just file a dispute.

      Like Kevin, when people do this, I don't refund and let the process work itself out. Many of these people never escalate to a claim, so their dispute just expires.
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      • Profile picture of the author trafficwave
        Personally, I see a few possibilities:

        1) The person is simply a scammer that is wanting your information so they can swipe it and restructure it as their own product. Rather than just pay you outright for it, they are committing theft (and using Paypal to assist in the crime).

        2) There are so many scammers online that some people simply start out with a "victim" mentality. They want what you are offering because there is still a spark of hope inside them. But the louder voice is the one saying, "You just got ripped off AGAIN by one of those online scammers!"

        3) Could be a competitor that is intentionally purchasing and then filing the dispute. Their goal may be to get you in trouble with Paypal.

        All part of the process, I suppose.

        And yep... we've had folks demand a refund for their "free trial" account, too.

        Kinda funny, really.
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      • Profile picture of the author Francois du_Toit
        Hi Kim,

        I agree that it's really frustrating to say the least!

        It reminds me a bit of some people that would rather click the spam button than the unsubscribe link in an email...

        All the best,
        Francois
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  • Profile picture of the author Aaron Moser
    Originally Posted by Kim Standerline View Post

    Why oh why do some people think its cool when deciding to ask for a refund to open a paypal dispute instead of just asking for it.

    I'm getting really pissed about it. (I've had 2 this week).

    I have a whopping great refund policy statement on all of my sites, I've never refused a refund yet (unless it's really truly taking the piss), yet for some reason you get the moronic idiots who think it's fine to open a dispute instead of sending me an email or contacting my help desk. (for which I shelled out a fortune).

    Oh and if you have emailed me and I haven't replied within 3 minutes, please remember I do have a life away from my computer and I have been known to spend several consecutive minutes away from it. You still won't need to open a dispute.

    I wonder sometimes whether some people should be let near either computers or the internet

    Rant over
    Kim

    That's the chicken sh*t way to ask for a refund!
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