I just want your feedback on this problem I'm having.
My recent WSO has been doing great for a first one, but of course, with all WSOs and the "30 days no questions asked" policy, you do get refunds for no reason. Although that pisses me off, I'm still willing to offer refunds to anyone who asks for one. However, here's the problem.
I specifically asked everyone to send their requests through our support desk and I processed everything that went through there. However, I'm also getting requests on my personal e-mail, auto responder e-mail, PM, PayPal, etc.
Do you process them as well or do you just leave them be?
I'm all for customer support, but I think the right thing to do is to ignore these requests coming from anywhere else apart from the support desk. I hate it that clients complain about some aspect of the product, which is clearly mentioned in the thread, but they obviously didn't read it. Plus, if they can read the refund policy, they should read it completely. Also, I think you should remain strong in your policy about "Please send all refund requests or any other bla bla through our support desk". If they expect you to make the effort of going to W+ and clicking refund, they should make the effort to properly request it as well, considering that you're offering them an advantage, as they don't normally have buyer's protection for intangible goods.
What do you guys think?