I just received my very first refund request...

42 replies
So after about 102 sales I've just received my very first refund.

And while I knew that this would happen sooner or later I am taking it very very hard... it's just like a punch in the gut.

The person wrote that it was unimpressive, over-expensive and information that can be found everywhere else...

I didn't argue, I just issued the refund and wrote that I was sorry that they didn't like it.

I am really devastated.

Thanks in advance for some encouraging words,
Eddie
#received #refund
  • Profile picture of the author brunom
    From the description and comments, and with a refund rate of 1%, he could very well be a freebie taker, just wanting to get the product and not pay for it.
    Signature
    1500 Backlinks For Youtube Videos

    {{ DiscussionBoard.errors[6448582].message }}
  • Profile picture of the author bluez
    Well Eddie,

    Just take it as part of our lives as we often will meet customers who do not appreciate our works or services. Its good that you did not argue and had professionally refunded the money. So carry on wt what you've been doing instead of allowing 1 minor issue to ruin the rest of your day.
    {{ DiscussionBoard.errors[6448593].message }}
  • Profile picture of the author eplanellas
    Just think of the 102 sales you made and be glad. There is sure to be more good things to come.
    Signature

    Creative digital marketing solutions from the queen of content. ElisaPlanellas.com -
    Make It Happen.

    {{ DiscussionBoard.errors[6448605].message }}
  • Profile picture of the author Asher
    Hey Eddie,

    Don't worry about it. Refunds are part and parcel of any
    business, in my opinion. To get 1 refund after 102 sales,
    dude, you deserve a pat on the back.

    Great job!

    Asher
    Signature
    {{ DiscussionBoard.errors[6448625].message }}
  • Profile picture of the author ajarnjoshua
    Honestly it sounds like a great product if your refund request is below 1%, or you are a marketing genius!!! I have never asked for any refund in my life but always assumed there were a lot more of these "freebie takers" in the world than this tiny 1%.
    {{ DiscussionBoard.errors[6448635].message }}
    • Profile picture of the author curly sue
      1 refund out of 100 not bad. Note their email and burn them from your paypal (you can do that). I have never understood why people refund downloads, did does not make sense.
      {{ DiscussionBoard.errors[6448696].message }}
      • Profile picture of the author Michael Meaney
        Originally Posted by sexy sue View Post

        Note their email and burn them from your paypal (you can do that).
        Finally! How is that done?

        Eddie, you're doing great. It gets easier with time, eventually you'll feel sorry for refunders because with their mentality there's a good chance they are not successful nor ever will be.

        On the other hand, it could be a legitimate refund and he is providing honest feedback. He is obviously in the smallest of minorities.

        Not to worry, there's always going to be someone out there who believe they "know it all" and get a kick out of bashing products. Tire kickers are everywhere.
        {{ DiscussionBoard.errors[6449304].message }}
        • Profile picture of the author Paul Myers
          Eddie,
          wrote that it was unimpressive, over-expensive and information that can be found everywhere else...
          If everyone in this forum who's seen that set of comments along with a refund request were to step in and raise their hand, the thread would blow up in minutes.

          No useful feedback with the request? Handle it according to your stated policy and move on. This will happen again, and the more you sell, the more it will happen. No matter how good your product is, it will not "wow" everyone.

          The product might be done in a style that doesn't work for them. They might look at it in a way that keeps them from learning the info, or feel the approach isn't a good fit for their way of doing things. They might be missing something they need to "get" what you're saying.

          They might have read some moron's rant about how all infoproducts are scams, and believed it. That could make them suspicious and resentful, and they might feel the need to recover their self-image by bashing. They might be embarrassed that they don't understand something. They might genuinely believe the product is overpriced, based on their experience.

          I could go on, but it boils down to this: Nothing will please everyone. Even if it did, you'd get refund requests.

          You will get requests that will sting more. The person who points out legitimate shortcomings in your product will make you wonder if it's worth selling, for example. Or the one who finds some minor error and blows it up into a dismissal of everything you've done. The first time you get each of those, you'll feel a lot more discouragement than this lame twit caused. Because those will clearly be from honest buyers.

          Forget perfect. It's not possible. Deliver value that exceeds the price you ask. Fix actual mistakes, and thank the people who point them out. Politely ignore the folks who are griping to make themselves feel smart, or because they're frustrated about something else and need to vent.

          Letting that sort of refund request bother you is like planting a garden and getting mad at the wind because it blew in seeds you didn't want.

          The wind blows. Weeds happen.


          Paul
          Signature
          .
          Stop by Paul's Pub - my little hangout on Facebook.

          {{ DiscussionBoard.errors[6449622].message }}
          • Profile picture of the author Brian Tayler
            Originally Posted by Paul Myers View Post

            I could go on, but it boils down to this: Nothing will please everyone. Even if it did, you'd get refund requests.
            So true. Refund requests are a part of any business. Refund requests are even more so of a part of the IM business. Plan for it and you'll be fine.

            Never expect real reasons as to why someone asks for a refund request. It vary well may be because they need the money for their apartment rent and over-spent that month... but don't expect them to admit that to you.

            Provide stellar customer service without hassle. Over-deliver.. and if you feel like they are a genuine person (and not just out to get everything for free) keep them as a past-customer and even follow up later. If it was a product that didn't fit with them or they really were tight with money that month and didn't want to admit it.... you'll bet they'll be more willing to spend money (when they can) down the road with you. I'm a firm believer of talking to past-customers (yes even refunders) and trying to turn them around later.
            {{ DiscussionBoard.errors[6449743].message }}
  • Profile picture of the author elexmedia
    I didn't argue, I just issued the refund and wrote that I was sorry that they didn't like it.
    Yes, this is the best approach. Let it be. Just look at the 101 sales and forget the 1 refund. As the time goes by, you will get used to with refunds and make more money.
    {{ DiscussionBoard.errors[6448885].message }}
  • Profile picture of the author Val Wilson
    Refunds are just a part of the game - it could be a freebie seeker, or someone at a more advanced level who has already learnt what you are offering, or just someone who can't be pleased no matter what you do. Whatever the reason, you were right to refund quickly, now just forget about it and move on - as already said, 1 refund out of 100 sales is excellent.
    {{ DiscussionBoard.errors[6448907].message }}
  • Profile picture of the author doomzday
    You did the right thing. 1 refund out of 102 sales doesn't matter
    {{ DiscussionBoard.errors[6448919].message }}
  • Profile picture of the author Mary Davis
    At this point you need to rein yourself in and regain focus.

    If you had an excessive refund rate, then it would be prudent to focus on that and learn what can be improved.

    With a 1% refund rate however, that is a figure others would envy. Focus on the 101 customers who WERE happy, and continue to serve THEIR needs - not worry about one crumudgeon!
    {{ DiscussionBoard.errors[6448932].message }}
  • Profile picture of the author ImWendy
    Originally Posted by E. Corbo View Post

    So after about 102 sales I've just received my very first refund.

    And while I knew that this would happen sooner or later I am taking it very very hard... it's just like a punch in the gut.

    The person wrote that it was unimpressive, over-expensive and information that can be found everywhere else...

    I didn't argue, I just issued the refund and wrote that I was sorry that they didn't like it.

    I am really devastated.

    Thanks in advance for some encouraging words,
    Eddie
    Don't feel bad. You are doing what 90% + of marketers don't do! Chances are really good that the person who asked for a refund has tons of products on his (or her) hard drive collecting cyber dust and hasn't taken action on anything. I'm sure there are product creators that produce the best info courses and sell many thousands and they still get the occasional refund request. This is par for the course and it doesn't reflect on you at all. Just rejoice that you are taking action and are well on your way to accomplishing your goals. That is what really matters.
    {{ DiscussionBoard.errors[6449008].message }}
  • Profile picture of the author lovboa
    Banned
    10 bucks that if you search his internet history, there will be google searches for "your product + torrent" or "your product + download free" before he finally purchased it.
    {{ DiscussionBoard.errors[6449097].message }}
  • Profile picture of the author E. Corbo
    Thank you very much for your replies, I feel much better now.

    As you've all said, it is difficult to receive such an destructive feedback after month of hard work.

    Problem is that you never know what they really think... and yes, this might have been a "freebie seeker" or a competitor... I don't think that someone who honestly looks for help would give such a harsh and hurtful comment.

    Thank you all again you saved my 2nd day on vacation!

    Eddie
    {{ DiscussionBoard.errors[6449213].message }}
  • Profile picture of the author Michelle Stevens
    Yes, no matter how great your product is you will always have someone wanting a refund.

    As mentioned above there are a lot of tyre kickers and freebies seekers out there and as a product developer unfortunately refunds come with the territory.

    I've had people buy and refund within minutes claiming that they couldn't get my product to work, when there is no way they could have had time to even look at it properly :rolleyes:

    Keep your head high and don't let it get to you. As long as you know your work is of high quality the majority of your customers will see that too
    {{ DiscussionBoard.errors[6449267].message }}
  • Profile picture of the author Aswad
    Soory to hear that but dont feel bad about it.

    You will never know there are thousand out there who haven't making money online, dream to be in your situation.

    You have done great job there by providing honest,fast,quality support to your customer
    {{ DiscussionBoard.errors[6449504].message }}
  • Profile picture of the author TimGreen1
    Don't beat yourself up, YOU WILL issue refund. That's just a fact in IM, there's just some people you wither can't please or they are looking for a freebie.

    As others have suggested, burn them from your PayPal and never speak to them again.
    {{ DiscussionBoard.errors[6449529].message }}
  • Profile picture of the author GloriaBrandt
    That isn't a bad result, 1:102 is very good. Just be proud about your sales and keep on working on your affiliate program.
    There will always be people who will ask for refund, don't be disappointed, you cannot stop them.
    Signature

    Publishers Wanted! Now You Can Maximize Your Earnings When You Monetize Your Blog or Website With Our High Paying Ads. Register Here Now http://universaladworks.com/

    {{ DiscussionBoard.errors[6449682].message }}
  • Profile picture of the author ryanmilligan
    Banned
    Like Paul said, you can't please everyone; just let it go.

    You'll always get refunds in any business, it's part of 'doing' business - nobody can push everyones buttons with a product.

    I would be proud of yourself for only having a 1% refund rate, that's pretty good.

    Focus on the positive stuff; not the negative.
    {{ DiscussionBoard.errors[6449711].message }}
  • Profile picture of the author Joseph Robinson
    Banned
    It's like a pitcher who lost a no hitter in the second inning; but still struck out the first five guys. Are you going to pull him because of one guy?
    {{ DiscussionBoard.errors[6449725].message }}
  • Profile picture of the author MarvyDery
    not all our buyers become customers. Just live him alone he might regret late. After all, you are making decent sales.
    {{ DiscussionBoard.errors[6449975].message }}
  • Profile picture of the author Pixel Minisite
    don't worry about it and take it easy, some people wants everything for free and it's obvious that this guy is one of them
    Signature
    Minisite Designs as low as $17
    http://www.pixelminisite.com
    {{ DiscussionBoard.errors[6449997].message }}
  • Profile picture of the author Ross Petal
    Hey Eddie, you should be celebrating. Those stats are impressive.

    I was chatting to a fellow warrior the other day and he is close to packing it all in. The poor chap has an Authority site with clickbank products and spend money on seo/back linking as well as the other costs associated with Authority sites. He got 87 monthly sales and 62 refunds for a high gravity product. He is seriously considering flipping burgers at Burger King in stead.

    So it is sad when people work so hard, build sites with plugins, theme, seo/back linking, paying for quality articles and end up just breaking even.
    {{ DiscussionBoard.errors[6450022].message }}
  • Profile picture of the author rob9482
    Just look in this way at the end of the day you've only got a 1% refund rate which is pretty dam good! Forget what the person said and concentrate on getting more people to buy the product.

    You can't please all the people all the time some people if you gave them a free gold bar they would give it back saying that they didn't like the colour of the gold!
    {{ DiscussionBoard.errors[6450044].message }}
  • Profile picture of the author magiclouie
    Don't take it personally pal. Based on the numbers, it appears to me that person who asked for a refund is a jerk. I believe it's not because of your poor product.

    More power to your business, pal. Keep up the good work....

    Cheers,
    Louie Tugas
    {{ DiscussionBoard.errors[6450077].message }}
  • Profile picture of the author mosthost
    Cancellations and refunds are the single best source of feedback you can get. Learn from it and improve your product/service.
    {{ DiscussionBoard.errors[6450092].message }}
    • Profile picture of the author Paul Myers
      Originally Posted by mosthost View Post

      Cancellations and refunds are the single best source of feedback you can get. Learn from it and improve your product/service.
      That can be true, in some cases. Requires a bit of context and experience on both sides, though.

      For example, what adjustment(s) would you recommend he make based on the comments he got from this customer?


      Paul
      Signature
      .
      Stop by Paul's Pub - my little hangout on Facebook.

      {{ DiscussionBoard.errors[6450148].message }}
      • Profile picture of the author mosthost
        Originally Posted by Paul Myers View Post

        That can be true, in some cases. Requires a bit of context and experience on both sides, though.

        For example, what adjustment(s) would you recommend he make based on the comments he got from this customer?


        Paul
        This customer should be probed for a few exact specifics on what he didn't like. I would take the statement he made to mean he didn't learn anything new from the material. It might be worth asking him specifically what could be done to improve the product.

        It's not easy to do always. You probably feel a bit insulted at first (or discouraged like the OP) because the client didn't like it. That said, there are many more people who probably think like this person so it's worth improving the product.

        This type of methodology is getting quite common with tech companies. They constantly probe existing customers and prospects on how they can make their products/services better. Than they implement the features. This is one sure way to make sure you have a 'perfect' product for your market
        {{ DiscussionBoard.errors[6450179].message }}
        • Profile picture of the author prem khaira
          Banned
          1 Refund out of 102 sales???

          That's awesome...Don't you worry about a thing! I would be happy regardless

          Remember this, YOU CANNOT PLEASE EVERYBODY!
          {{ DiscussionBoard.errors[6450270].message }}
  • Profile picture of the author williamk
    Banned
    It always happens. Dont let it get to you. You should always gocus on getting more traffic and sales. These minor details would hold you back.
    {{ DiscussionBoard.errors[6455061].message }}
  • Profile picture of the author Henri Lind
    This is very good refund rate, less than 1 %...dont worry about it at all.
    {{ DiscussionBoard.errors[6455087].message }}
  • Profile picture of the author anymore
    You are doing an out standing job with your WSO product

    Refunds are a important part of the business.

    Major retail stores get hundreds of refunds per day.

    I don't see how you could do any better than a 1% refund rate

    Some people will ask for a refund even if you have the best product of the year.

    The main point here is to focus on your next product

    Every successful business owner is always moving on!!
    Signature

    {{ DiscussionBoard.errors[6455157].message }}
    • Profile picture of the author Paul Myers
      This customer should be probed for a few exact specifics on what he didn't like.
      10:1 that customer wouldn't respond with anything helpful. Seriously. I've seen that response, and it has never been the real reason for the refund request in any case I've dealt with.

      And what about folks who have "No questions asked" policies? That's my usual term, so that's not a rhetorical or disingenuous question.

      I tend to ask the paying customers for feedback, and work with that. In my experience, they're generally much more frank and helpful. I don't tend to attract the typical IM crowd, though, so I may be a bad example for this discussion.


      Paul
      Signature
      .
      Stop by Paul's Pub - my little hangout on Facebook.

      {{ DiscussionBoard.errors[6455203].message }}
  • Profile picture of the author TheClarkey
    I wouldn't take it hard. It's part and parcel of any product based business. There's many reasons why people go for refunds. i.e may need their money back, freebie taker, cheap ass etc. Having one refund at the rate of 102 is a very good rate.

    You should be happy instead of taking it so hard. Congrats on your success!
    {{ DiscussionBoard.errors[6455416].message }}
  • Profile picture of the author eshoppingez
    There are always people who want the sky for pennies. I sell articles, I know how it is. My price is pretty cheap compared to the others in the warrior forum, and 90% of my clients say that the articles are really good and I have a lot of frequent buyers.

    But, there are some who expect $100 articles for $3. I feel really bad when they ask for refunds too, but I guess we have to accept the fact that there are always people like that out there, for whom nothing is ever good.

    Cheer up, you have 102 satisfied customers to be happy about.
    {{ DiscussionBoard.errors[6455509].message }}
  • Profile picture of the author Big Al
    10:1 that customer wouldn't respond with anything helpful. Seriously. I've seen that response, and it has never been the real reason for the refund request in any case I've dealt with.
    For my last refund I asked the guy to let me know he received his money back.... no reply and that was me looking after him. So I think Paul is right... they just want their money back and to move on.

    When it's my own product I take it personally as well. It's hard not too and in some ways maybe it's a good thing. It shows you take pride in what you put out there.

    I was tempted to blacklist the guy, delete his email address and then I figured everyone is entitled to be unhappy with a product. In reality, if he's genuinely unhappy he'll probably never buy from me again (... which is something worth thinking about). I'm not going to brand him as a serial refunder unless I see that email address crop up again
    {{ DiscussionBoard.errors[6455576].message }}
    • Profile picture of the author Paul Myers
      Al,
      When it's my own product I take it personally as well.
      Never, never, ever believe your own press.

      Good or bad.


      Paul
      Signature
      .
      Stop by Paul's Pub - my little hangout on Facebook.

      {{ DiscussionBoard.errors[6455621].message }}
  • Profile picture of the author michaeljcheney
    This is how I deal with refunders: personal video for you from Michael Cheney

    I also clearly communicate in advance that they will get blacklisted if they refund because I stand behind my products 100% and know that if people refund they are either:

    1) Too lazy to implement what I teach
    2) Trying to rip me off by getting stuff for free

    Does it stop them refunding? Possibly. But more than that - it puts off the negative whingers and negative nellies from buying in the first place.

    Thoughts?
    Signature
    Would You Like Me To Personally Double, Triple, or Even Quadruple Your Business...For Free?
    {{ DiscussionBoard.errors[6455609].message }}
    • Profile picture of the author Brian Tayler
      Originally Posted by michaeljcheney View Post

      This is how I deal with refunders: personal video for you from Michael Cheney

      I also clearly communicate in advance that they will get blacklisted if they refund because I stand behind my products 100% and know that if people refund they are either:

      1) Too lazy to implement what I teach
      2) Trying to rip me off by getting stuff for free

      Does it stop them refunding? Possibly. But more than that - it puts off the negative whingers and negative nellies from buying in the first place.

      Thoughts?
      I like the idea of the video a lot... and the repetitive "I'm not a quiter. I dont give up..." I do think stuff like this is very powerful for putting the customer in a different mindset.

      Have you tested with/without the video and noticed a difference?
      {{ DiscussionBoard.errors[6455771].message }}
  • Profile picture of the author michaeljcheney
    I did see a drop in refunds after introducing the video - I think people really value you being open and transparent like this. After all - I'm not stopping them from refunding, just asking them to think about WHY they are refunding and to hopefully stop getting on and off the shiny-thing-merrygoround and implement something finally.
    Signature
    Would You Like Me To Personally Double, Triple, or Even Quadruple Your Business...For Free?
    {{ DiscussionBoard.errors[6455806].message }}

Trending Topics