I just received my very first refund request...

12 years ago

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.

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bluez

12 years ago

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.

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eplanellas

12 years ago

Just think of the 102 sales you made and be glad. There is sure to be more good things to come.

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Asher

12 years ago

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

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ajarnjoshua

12 years ago

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%.

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curly sue 12 years ago

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.
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- Michael Meaney 12 years ago
  
  Originally Posted by sexy sue
  
  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.
  
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  Paul Myers 12 years ago
  
  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
  
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  Brian Tayler 12 years ago
  
  Originally Posted by Paul Myers
  
  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.
  
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elexmedia

12 years ago

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.

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Val Wilson

12 years ago

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.

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doomzday

12 years ago

You did the right thing. 1 refund out of 102 sales doesn't matter

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Mary Davis

12 years ago

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!

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ImWendy

12 years ago

Originally Posted by E. Corbo

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.

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lovboa

Banned 12 years ago

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.

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E. Corbo

12 years ago

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

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Michelle Stevens

12 years ago

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

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Aswad

12 years ago

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

Thanks

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TimGreen1

12 years ago

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.

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GloriaBrandt

12 years ago

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.

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ryanmilligan

Banned 12 years ago

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.

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Joseph Robinson

Banned 12 years ago

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?

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MarvyDery

12 years ago

not all our buyers become customers. Just live him alone he might regret late. After all, you are making decent sales.

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Pixel Minisite

12 years ago

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

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Ross Petal

12 years ago

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.

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rob9482

12 years ago

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!

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magiclouie

12 years ago

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

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mosthost

12 years ago

Cancellations and refunds are the single best source of feedback you can get. Learn from it and improve your product/service.

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Paul Myers

12 years ago

Originally Posted by mosthost

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

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mosthost

12 years ago

Originally Posted by Paul Myers

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

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prem khaira Banned 12 years ago

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!
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williamk

Banned 12 years ago

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.

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Henri Lind

12 years ago

This is very good refund rate, less than 1 %...dont worry about it at all.

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anymore

12 years ago

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!!

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Paul Myers 12 years ago

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
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TheClarkey

12 years ago

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!

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eshoppingez

12 years ago

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.

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Big Al

12 years ago

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

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Paul Myers 12 years ago

Al,

When it's my own product I take it personally as well.

Never, never, ever believe your own press.

Good or bad.

Paul
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michaeljcheney

12 years ago

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?

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Brian Tayler

12 years ago

Originally Posted by 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?

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?

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michaeljcheney

12 years ago

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.

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I just received my very first refund request...

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