How to reduce refund rate?

24 replies
Today my product was refunded by a customer. This customer didn't even contact my support email. All receive at the end is notification from Clickbank that there was a charge back on my account. I want to know, what can I do to reduce refund rate?
#rate #reduce #refund
  • Profile picture of the author WillR
    On Clickbank, very little. It's a well known fact in the IM niche that Clickbank have a ridiculously laxed refund policy and thus it gets abused a lot. There is nothing you can do to stop that from happening. Those people are going to refund no matter what.
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    • Profile picture of the author FredJones
      You cannot do anything.

      As an affiliate, I have lost count of how many times my products have been refunded within hours or a day of purchase (including products that ask-for/require a few days to test effectiveness, and that's just a few days, extremley well within Clickbank refund timelines).
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  • Profile picture of the author Manie Amari
    Originally Posted by AzlanR2 View Post

    Today my product was refunded by a customer. This customer didn't even contact my support email. All receive at the end is notification from Clickbank that there was a charge back on my account. I want to know, what can I do to reduce refund rate?
    Second Will's response. The only thing you can do is ensure your offering great value and if you catch the serial refunders black list'em from future offers and delete them from your list. Also if your in any private vendor groups it would be good to make those members aware of this person's email address.


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  • Profile picture of the author Harvey Segal
    Originally Posted by AzlanR2 View Post

    I want to know, what can I do to reduce refund rate?
    If a person purchases with the deliberate intent to get a refund or do a chargeback there is nothing you can do.

    With other customers there is a great deal you can do.

    These include

    ** Clearly identifying what you are selling, who it is applicable to and how it will be delivered

    ** Having your contact address highly visible to the customer at all stages of the sale, in particular with follow up messages

    ** Rapid support response

    ** Over delivering and unannounced bonuses
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    • Profile picture of the author Steven Wagenheim
      Dump Clickbank, sell through PayPal.

      Other than that, offer as much value as you can. Offer special bonuses.

      Word of advice. If you get yourself in a knot over refunds, you are going to get
      an ulcer. Forget it and move on.

      They are part of doing business and with Clickbank, a HUGE part.
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  • Profile picture of the author Mr. Ken Russell
    Refunds on ClickBank is just something you don't have control over these days. All you can do is email the buyer and try and resolve the issue between each other. Even if he filed for a refund you still have a chance to save the sale. If not, ask him what the problem was and see if you can fix or improve it for your upcoming buyers! Good luck.
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  • Profile picture of the author tpw
    1. Sell less stuff :p;
    2. Improve your sales copy, give buyers more details about your product;
    3. Improve your product.
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  • Profile picture of the author himanuzo
    1. Buy a CB product. Read and learn it. Then write a honest review for the product once you know the content. This way can reduces the refund rate.

    2. Pay attention to the gravity in CB marketplace.
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    • Profile picture of the author copywriter
      One way is to include some function related to your product that stops working when people leave your membership.

      We will be releasing some neat software in the new year [hands down the best tool I have ever used in 12 years online] and we gave this aspect a great deal of thought.

      The conclusion was to build the software where we can switch off individual copies when the users unsubscribe.

      Failing that, Clickbank is notorious for serial refunders.

      People like the individual you mentioned will refund no matter what you do.
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  • Profile picture of the author talfighel
    If you are dealing with people in the make money online niche and through clickbank, then you are going to get refunds here and there and more then any other niche out there.

    I used to get like 5+ refunds out of 20 sold products.

    I would go with PayPal but the one thing I don't like about them is that if you get a few refunds and your account is at $0, they will take that money from your bank account.
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  • Profile picture of the author bweiss
    As the other posts clearly state, the best way to reduce refunds are by managing the prospect's expectations about the performance of the product or service you are selling.

    Delivering the promised results or performance is the key.

    But when a customer is not satisfied, having a liberal and easy refund policy only adds value and credibility to you and the merchant (if you are an affiliate). In addition, you have a much better chance of selling something else to this customer in the future.
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  • Profile picture of the author helixmechanics
    Banned
    Start by offering a seriously valuable product. Maybe it was a legit refund request, either way don't feel bad if it was a serial refunder, they were not serious customers to begin with
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  • Profile picture of the author GailTrahd
    People who want a refund will request one - period. When the product is of high quality and value to the customer, they know exactly what they are purchasing before hand, and know that they are prequalified for the product (that it pertains to exactly their situation) - then refund rates go down. Offering high value may also mean offering quality bonuses - some of which are delivered past the refund time.

    HOWEVER, make the bonuses and product of high value and quality and DELIVER on your promise. I recently purchased a product through an affiliate link for the bonus and the marketer never delivered. Very disappointing!
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  • Profile picture of the author travlinguy
    Find a market other than MMO
    Create excellent products
    Don't use a lot of hype in your sales copy
    Avoid selling stuff that appeals to the skateboard generation
    Don't offer a money back guarantee

    And even with all those precautions you're still going to get them
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  • Profile picture of the author E. Brian Rose
    If you are serious about reducing your refund rates, start with a quality product. Then, send a physical version of your product and log the tracking number in PayPal. It's much more difficult physically return something than it is to send an email that says give me my money back.
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    • Profile picture of the author SEOSteveO
      If your using clickbank their is nothing you can do but what you can do is if you offer some sort of online training you can say you have a 30 day money back guarantee but dont offer all the information within the 30 days, spread it out over like a 6 week or 8 week timeframe, this way they have to stay past the 30 day money back guarantee to get all the info.
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      • Profile picture of the author copywriter
        Originally Posted by SEOSteveO View Post

        If your using clickbank their is nothing you can do but what you can do is if you offer some sort of online training you can say you have a 30 day money back guarantee but dont offer all the information within the 30 days, spread it out over like a 6 week or 8 week timeframe, this way they have to stay past the 30 day money back guarantee to get all the info.
        Excellent point!
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    • Profile picture of the author Manie Amari
      Originally Posted by E. Brian Rose View Post

      If you are serious about reducing your refund rates, start with a quality product. Then, send a physical version of your product and log the tracking number in PayPal. It's much more difficult physically return something than it is to send an email that says give me my money back.
      I was just about to mention this^^^

      Way to go Brian! Really cool tip here folks


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      • Profile picture of the author Harvey Segal
        Originally Posted by E. Brian Rose View Post

        Then, send a physical version of your product and log the tracking number in PayPal. It's much more difficult physically return something than it is to send an email that says give me my money back.
        Indeed yes , but note that with ClickBank there are two situations with regard to physical products

        1. With the sale of a digital product you can provide a physical product (e.g printed book, CD, DVD)- provided that it is 'clearly complementary and not essential to the operation of the digital product'

        So the customer does not need to return it if he requires a refund.


        2. You can sell a physical product alone and the customer must return it to get a refund.

        Such items are called Shippable Media, you need to meet certain requirements to sell them and to follow specific guidelines. It's all explained here: Shippable Media


        .
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  • Profile picture of the author Jon Penberthy
    Unfortunately with clickbank there is no way around it. Especially in the make money online niche customers know that they can go direct through clickbank and get a refund (free product) and there are just some people who will always do that. Sad but true :/.
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  • Profile picture of the author Drew Paul
    If the user understands clickbanks refund policy them you are pretty much screwed.

    Here are a few things that helped me reduce my refund rate (not via clickbank).

    1) I had my ebook formatted. It makes it appear more valuable.
    You can get this done cheaply on Elance similar site.

    2) Gave away an unadvertised bonus of good quality.

    Another thing which should reduce your refund rate is
    making the customer jump through a few hoops before giving a refund.
    e.g. Call this number for a refund...
    fill out this form for a refund
    I don't use those 2 though.
    Obviously you can't do this if you are offering a no questions asked refund
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  • Profile picture of the author betterwtveter
    If you want to stop or slow this down, you should personally market your own products on your own page instead of clickbank. You can make your own return policy that is a little more strict if you want, or you need to make a good product that is not going to persuade the customer to keep your product. Another way to avoid refunds is a monthly membership fee. If you charge a monthly fee people are obligated to keep subscribing in order to use your product.
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  • Profile picture of the author chrislim2888
    Agreed you may consider to resell yourself. Although you could stop the people from chargebacks due to fraudulence case, but at least you have a control to approve the transaction, or perhaps, reverse the refund.
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