Absoulutely No Refunds For Any Reason!

24 replies
Here's the deal - I have a rewriting service that is doing quite well. I have grown a small group of repeat customers who love my work.

The problem is that there are a growing number of people who have taken to refusing to accept the job. The way I have it set up now, if the customer is not satisfied they don't pay.

The main issue seems to be confusion about exactly what they will receive for their payment, simply because they don't read the information provided. They order without reading the "fine print" so to speak.

"The headline looks like something I might want, I think I will order." And after I deliver - "What? This isn't what I wanted. I won't accept this!"

The result is, time and money lost for me - A free article for the "customer."

My thought to resolve the problem is to require they read my "tos" Before ordering and that there will be no refunds given for any reason. In other words, don't order unless you are sure you know what you will be getting, and it's what you want. I'm trying to force them to read the information provided.

I'm thinking of setting up a new site for this service and wonder how new visitors would view my no refund policy. I have a ton of positive reviews from real people and offer samples of my work. Also, I would offer to revise the article if needed to satisfy their needs.

This is all just "brainstorming" for now. I would really appreciate any thoughts or suggestions.

Thanks for reading.

Brent
#absoulutely #no refund policy #reason #refunds
  • Profile picture of the author Andyhenry
    Why not just make the ordering process require them to provide information AND accept clear TOS?

    i.e when they press 'buy' they get your TOS in their face before their payment is accepted.
    Signature

    nothing to see here.

    {{ DiscussionBoard.errors[7013134].message }}
    • Profile picture of the author RogueOne
      Originally Posted by Andyhenry View Post

      i.e when they press 'buy' they get your TOS in their face before their payment is accepted.
      I was thinking of something along those lines.
      Signature
      Get Off The Warrior Forum Now & Don't Come Back If You Want To Succeed!
      All The Real Marketers Are Gone. There's Nothing Left But Weak, Sniveling Wanna-Bees!
      {{ DiscussionBoard.errors[7013148].message }}
      • Profile picture of the author Valdor Kiebach
        Have the 'Buy' button greyed out with a tick box that says 'I have read and understood the TOS' and when this button is ticked the buy button becomes active.
        {{ DiscussionBoard.errors[7013209].message }}
        • Profile picture of the author RogueOne
          Originally Posted by Valdor Kiebach View Post

          Have the 'Buy' button greyed out with a tick box that says 'I have read and understood the TOS' and when this button is ticked the buy button becomes active.
          Another excellent idea.
          Signature
          Get Off The Warrior Forum Now & Don't Come Back If You Want To Succeed!
          All The Real Marketers Are Gone. There's Nothing Left But Weak, Sniveling Wanna-Bees!
          {{ DiscussionBoard.errors[7013246].message }}
          • Profile picture of the author meta-blogger
            Originally Posted by RogueOne View Post

            Another excellent idea.
            excellent idea, but not foolproof.

            depending on how you code the site it may involve javascript which
            may be turned off in some browsers, and even if you do it with pure
            html, tech savvy user can use a debug tool to circumvent it.

            so i'd force them through a very clearly written terms of service page
            with yellow or bold highlighting before the order page.

            you also need to clarify the offer, and you could also split test
            the process on the same site, to see if there is any difference
            in the amount of refunds from people that order through each path.
            Signature

            Blast your ads every 24 hours to up to 750 100% proven buyers (without credits) at Steve Ayling's "Daily Mail Blaster". Join this rapidly growing 'pro-only' safelist mailer for only $7(No monthly fees! Plus earn up to $17 per referral). Join Now!

            {{ DiscussionBoard.errors[7013566].message }}
  • Profile picture of the author lollobrigida
    You could also deliver the rewritten text as a JPG (or any picture format) for review to the customer... if he's satisfied he gets the TXT if not he can keep the JPG.
    {{ DiscussionBoard.errors[7013141].message }}
  • Profile picture of the author MarketingManUK
    I have some sympathy but if as a business you're relying on T&Cs to refuse refunds something has gone wrong in the first place.

    You said that:

    "The main issue seems to be confusion about exactly what they will receive for their payment, simply because they don't read the information provided. They order without reading the "fine print" so to speak."

    It may be they're not reading it properly, but for whatever reason there is a breakdown in communication.

    Whether they're entitled to a refund or not, if they don't get one people will quickly spread the word about not being happy, which is the last thing you want.

    My view is spend more time on making the customer journey and understanding as clear as possible - and less time thinking about T&Cs
    Signature
    Warning Before You Buy Traffic – Make sure you’re using a fraud detection tool to flag any fraud/fake traffic. Fraud can be as high as 30%+ even with so called reputable ad-networks. Works on all media buys incl. banners, pops etc.

    Get a free trial - find out more here!
    {{ DiscussionBoard.errors[7013168].message }}
    • Profile picture of the author RogueOne
      Originally Posted by MarketingManUK View Post

      I have some sympathy but if as a business you're relying on T&Cs to refuse refunds something has gone wrong in the first place.
      I'm not relying on T&Cs to refuse refunds.

      I'm trying to force people to read the information provided before they order, in an attempt to stop the "I didn't Know what I was getting" reason for not accepting.

      "Make sure you know what you are ordering because there will be no refunds given."
      Signature
      Get Off The Warrior Forum Now & Don't Come Back If You Want To Succeed!
      All The Real Marketers Are Gone. There's Nothing Left But Weak, Sniveling Wanna-Bees!
      {{ DiscussionBoard.errors[7013241].message }}
  • Profile picture of the author Corey Geer
    Honestly, when you deal with services or products, your price will set your customer.

    If you have a cheap service or a cheap product, you're going to deal with cheap and low down customers. There are some people out there who will purchase a product with a refund policy just so they can get a free product after promptly opting in for their refund.

    Personally, I wouldn't include a refund policy at all. If it hurts your sales, at least you won't have to deal with a refund percentage rate. The people who read headlines and order something are generally people looking for an instant solution or quick button to solve their problems.

    When it comes to writing articles, you should get 50% of the payment upfront so you're at least paid for half of your time if it comes down to a scumbag client. I used to hang around Digital Point to obtain writing clients, so I thought $1.00 per 100 words was the norm, and it was quite possibly worse than a McDonalds job.

    The clients for that price are a nightmare, they're picky, most of them don't speak native English and they want rockstar writers for a bum price. Once I picked it up to $3.00 per 100 words, I've seen a major improvement in the clients that I usually obtain. It's still considered peanuts, but I'm just building up a portfolio and it's something I do on the side as I enjoy doing it.

    For future reference, I would never include a refund policy for writing material for people. I wouldn't write for cheap rates unless you want to deal with cheap people and I would always get 50% of the payment upfront so you're never completely screwed out of a deal.

    Corey
    Signature

    Skype: Coreygeer319

    {{ DiscussionBoard.errors[7013210].message }}
  • Profile picture of the author Joseph Robinson
    Banned
    You could always get the copy to do a better job explaining what you actually do. If the headline is misleading enough and causing enough refunds that you're concerned, why not fix it? Start at the source and all that.
    {{ DiscussionBoard.errors[7013212].message }}
    • Profile picture of the author RogueOne
      Originally Posted by Joseph Robinson View Post

      You could always get the copy to do a better job explaining what you actually do. If the headline is misleading enough and causing enough refunds that you're concerned, why not fix it? Start at the source and all that.
      It has nothing to do with the copy. It's not "sales" copy, just straight forward information.
      Signature
      Get Off The Warrior Forum Now & Don't Come Back If You Want To Succeed!
      All The Real Marketers Are Gone. There's Nothing Left But Weak, Sniveling Wanna-Bees!
      {{ DiscussionBoard.errors[7013264].message }}
      • Profile picture of the author Joseph Robinson
        Banned
        Originally Posted by RogueOne View Post

        It has nothing to do with the copy. It's not "sales" copy, just straight forward information.
        Um...your own words:

        "The headline looks like something I might want, I think I will order." And after I deliver - "What? This isn't what I wanted. I won't accept this!"
        That reads as confusion to me. They expected one thing, got another.
        {{ DiscussionBoard.errors[7013294].message }}
    • Profile picture of the author JohnMcCabe
      Originally Posted by Joseph Robinson View Post

      You could always get the copy to do a better job explaining what you actually do. If the headline is misleading enough and causing enough refunds that you're concerned, why not fix it? Start at the source and all that.
      That was my thought. If the customer confusion is mainly caused by not reading the information provided, change the way that information is provided.

      There will still be people who won't grasp the information because they will see what they want to see, and there are freebie chasers who think not accepting work is a legitimate way to get free content. The are the people a click-wrap acceptance of terms will help with.

      People who understand what they are getting will tick the click-wrap box without hesitation, mostly.
      {{ DiscussionBoard.errors[7013280].message }}
  • Profile picture of the author Troy_Phillips
    First off .. Joseph makes some great points and being the accomplished writer he is .. you might need to listen to him.

    Second .. supply a license with all paid orders. Without the license the article still belongs to you. If they use it without paying for it you still own the rights and can have it taken down in short order.
    Signature

    {{ DiscussionBoard.errors[7013318].message }}
  • Profile picture of the author Rod Cortez
    Another way to do this is to have them fill out a questionnaire before they order or after they order, if you don't get the desired answers you won't be able to process their order. If you do this on the backend, you simply send them a cut and paste reminder that if you don't hear back from them within 24 hours, you'll refund their funds because you have other orders on queue.

    Ideally you'd want it on the front-end, but hey, at least with the questionnaire it will be clearer on what the customer wants and you'll know if you can deliver the services.

    RoD
    Signature
    "Your personal philosophy is the greatest determining factor in how your life works out."
    - Jim Rohn
    {{ DiscussionBoard.errors[7013329].message }}
    • Profile picture of the author Asis Studios
      I think you are making it more complicated then it is. You can have a tos and all that jazz but you are still going to get the same responses, you can't get them to read the fine print, so throwing more fine print at them is going to fix it?

      Simply put all over your site, or ad posting, big bold letters "no refunds", "2 revisions", etc. Make sure they know before giving you money that is the deal. Not to mention maybe you could do a better job of actually portraying your service, have example images etc etc. if you are getting alot of these complaints, it may be in how you are presenting the information.
      Signature
      {{ DiscussionBoard.errors[7013382].message }}
  • Profile picture of the author bhuff85
    I second Joseph in that refining your copy is a good way to start.Have others proofread it before you make it live to make sure it's completely clear and concise.

    After that, the next step is to make customers pay in full upfront. No deposits, no "pay after you review them" or any other nonsense. I have done that with my writing services over the years and have never had any issues.

    On top of that, I can literaelly count on one hand the amount of times I've had clients come back for a rewrite or a quick tweak. When you get as many details upfront and ask your clients questions, it's easy to give them what they need.

    I've also found that accepting only a full upfront payment also weeds out most of the troubled clients you don't want to work with in the first place. You pay upfront to get everything else, so why should writing be any different?

    Try the upfront payment model and see how many potential headaches you eliminate. Sure, your overall order volume *might* go down a bit at first, but the quality level of clients you attract will rise significantly.
    Signature
    Want to speed up your writing and save time?
    This book will show you how:
    --> Write Fast: 21 Powerful Ways to Cut Your Writing Time in Half! <--
    {{ DiscussionBoard.errors[7013364].message }}
  • Profile picture of the author TheArticlePros
    [DELETED]
    {{ DiscussionBoard.errors[7013388].message }}
    • Profile picture of the author Troy_Phillips
      Originally Posted by JaRyCu View Post

      How far off the mark am I on any of that? Joe & Troy both touched on the title and copy. I've seen Joe's copy and he's fantastic at what he does. I've even referred several clients to him that I felt he could handle better than I could. (There's no shame in referring out work to make a client happy.)



      -- j
      And that is why you will be in business when many others are long gone. Putting your customer's needs in front of your own. That will come back to you 100 fold.
      Signature

      {{ DiscussionBoard.errors[7013441].message }}
      • Profile picture of the author kenzik
        iWriter solves this by providing a JPG for you to review. If you aren't happy you ask for a FREE rewrite. If you don't like the article then you don't pay, but you don't have a free article.

        Each writer has an "acceptance" rate, so you get an idea of which writers are writing the best articles.

        I believe that iWriter also has an "acceptance" rate for the client. If the client basically is the type that refuses to pay constantly, then writers won't accept the job.

        This is the true definition of a free market. As long as you provide good statistics, both the good writers and good clients will find each other.
        {{ DiscussionBoard.errors[7013626].message }}
  • Profile picture of the author quamism
    Its one thing to provide a 100% money back return policy, but charging clients after you deliver is just asking to not get paid even if you are providing quality deliverables.
    {{ DiscussionBoard.errors[7013435].message }}
  • Profile picture of the author Troy_Phillips
    Just one more thing ... and this is from someone who has spent some money on rewrites ... what if your rewrite sucks?
    Signature

    {{ DiscussionBoard.errors[7013627].message }}
  • Profile picture of the author travlinguy
    Here's a question to you. In one, no more than two sentences tell us what the major misunderstanding is with the majority of your customers. I've read your OP and replies and have no idea what the hang up is.

    I don't think making them read the TOS is the answer because the majority of people out there simply click that they've read it when they haven't. Then you've got them on a technicality but forcing it creates bad will and PayPal disputes.

    I have had several offers up for wholesale PLR product lots and state there are no refunds on these offers. I put it in 16 pt bold type right above the buy button. I've never had a problem with it because people see it and know going in there's no refund. Maybe something like that would work for you.
    {{ DiscussionBoard.errors[7013643].message }}
    • Profile picture of the author Kay King
      All of the above may be true but I think the basic problem is in the "rewrite" area.

      Many "rewrites" are ordered by people who want to buy one good article and end up with several. They don't understand what "rewrite" means and when a rewritten article isn't totally new and unique, they complain.

      You may need to define what a "rewrite" is in a clear way - and require payment in advance - and have a no refund policy that is clear and visible.
      Signature
      Saving one dog will not change the world - but the world will change forever for that one dog.

      My mind still thinks I'm 25.
      My body thinks my mind is an idiot.
      {{ DiscussionBoard.errors[7013968].message }}

Trending Topics