Can you refuse customers on Clickbank?

by Rambo007 12 replies
I have recently launched a new product which is a members site and I process the new memberships manually.

I had a new customer today and recognised his email from the fact he bought my last two products and instant refunded them both on Clickbank (PDFS)

So I have refused him entry to the members site and have told him I would process his refund.

He has now said he will report me to Clickbank.

Am I breaking any terms? Are we allowed to refuse customers if we think they will pose a problem?
#main internet marketing discussion forum #clickbank #customers #refuse
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  • Profile picture of the author Rambo007
    He is now offering to "promise" not to ask for a refund if we allow access, had anyone had a situation like this before?
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    • Profile picture of the author Brandon Tanner
      So he is going to report you to CB after he instantly refunded your last 2 products? lol

      That would be like a drug dealer calling the cops to report that someone stole his drugs.

      Seriously though, I would refund that guy right away, and report him to CB. If he is a serial refunder, CB will ban him for good.
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  • Profile picture of the author Alexa Smith
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    Originally Posted by Rambo007 View Post

    Can you refuse customers on Clickbank?
    You need to check with ClickBank in case I'm mistaken, but I think that you can't actually refuse them, per se, although you can certainly ask them to process a refund and explain why.

    ClickBank is a retailer, not just a payment processor, so the customer is technically buying your product/service from ClickBank, not from you. I'm open to correction on this if I have it wrong, but I would expect that by listing your product at ClickBank and accepting their terms of service, you're actually subrogating to ClickBank the right to accept/decline customers.

    This is an interesting situation. Bear in mind that ClickBank definitely does ban habitual refunders, and it may possibly be that your own previous experiences of this customer are not representative of his entire transaction history there.

    Good luck! But probably best to speak with ClickBank yourself and don't let this person "threaten" you with doing do first?
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  • Profile picture of the author Rambo007
    thanks guys well I refunded him now and told him that clickbank would ban him if they realised what he was up to. He has now changed his tune.

    He is actually offering another form of payment on the promise of no refunds.

    Anyone think he will be trustworthy?
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    • Profile picture of the author mrjosco
      Originally Posted by Rambo007 View Post

      thanks guys well I refunded him now and told him that clickbank would ban him if they realised what he was up to. He has now changed his tune.

      He is actually offering another form of payment on the promise of no refunds.

      Anyone think he will be trustworthy?
      If he hasn't been trustworthy in the past, why would he start being trustworthy now?

      Sure, people can change and grow - but that is a process that takes time and doesn't usually occur the instant you call them out.
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    • Profile picture of the author Alexa Smith
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      Originally Posted by Rambo007 View Post

      Anyone think he will be trustworthy?
      That depends, perhaps, on what the reasons were for his previous refunds, but we have no information from which to judge that. It's perhaps easy, as a vendor, to assume that everyone who asks for a refund is "untrustworthy". Customers may not always quite share this perspective. I'm "just saying" ...
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      • Profile picture of the author Rambo007
        Originally Posted by Alexa Smith View Post

        That depends, perhaps, on what the reasons were for his previous refunds, but we have no information from which to judge that. It's perhaps easy, as a vendor, to assume that everyone who asks for a refund is "untrustworthy". Customers may not always quite share this perspective. I'm "just saying" ...
        Both the refunds were instantly after he had downloaded the product so I think its safe to say he is a serial refunder.
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        • Profile picture of the author Alexa Smith
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          Originally Posted by Rambo007 View Post

          Both the refunds were instantly after he had downloaded the product
          Point taken, thanks - yes: that certainly doesn't appear to speak too highly of him, does it?

          Originally Posted by Rambo007 View Post

          I mean if he pays via paypal or moneybookers then I have the chance to refuse the refunds don't I?
          Not necessarily with PayPal, if he disputes it. Not worth the risk/hassle, anyway? Not sure about Moneybookers.
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          • Profile picture of the author Rambo007
            Originally Posted by Alexa Smith View Post

            Point taken, thanks - yes: that certainly doesn't appear to speak too highly of him, does it?



            Not necessarily with PayPal, if he disputes it. Not worth the risk/hassle, anyway? Not sure about Moneybookers.
            The thing is that if he disputes it then I have records of the emails sent and also proof of his i.p address logging into my members site too. That would literally make him be committing fraud if he was to try and say he didnt authorize the transaction?

            I am not sure how good paypal are in these matters as never had to deal with this before...
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    • Profile picture of the author dv8domainsDotCom
      Originally Posted by Rambo007 View Post

      thanks guys well I refunded him now and told him that clickbank would ban him if they realised what he was up to. He has now changed his tune.

      He is actually offering another form of payment on the promise of no refunds.

      Anyone think he will be trustworthy?
      Fool me once, shame on you. Fool me twice, shame on me.

      You have to go with your gut on this one; I don't know what info/benefits you provide in your membership site and if you feel it's going to "knock this guy off his feet"....
      It might be a strange suggestion, but let him in for a day for free, and 1 day only (or 3 day, or whatever...). Tell him if he likes it, you will allow a paid membership with the stipulation that the first month is non-refundable, and after which he is welcome as long as he chooses. IMO, you lose nothing with this middle-of-the-road approach; if he REALLY wanted to, he could fake some credentials to get in anyway (and just refund anyway). If he genuinely wants to pay after a 1-day 'trial', then you know he's happy (and that's a good thing!). .... if he tries to refund after that, well then he's a d-bag troll and should be hanged.
      (Any communication should be clear and documented)
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  • Profile picture of the author Rambo007
    I mean if he pays via paypal or moneybookers then I have the chance to refuse the refunds don't I?
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  • Profile picture of the author mgreener
    Hi,

    I agree with Alexa, it really depends on his motives for refunding previously. Personally, I would document the entire conversation and speak to someone at Clickbank about it, get them in on what's happening. Then I would probably allow the customer in question to purchase and move on to more important things, even if he did end up refunding again.

    Sounds like it's taking your focus off of the good stuff
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