Possible Solution: Refunds and Returns for eBook Purchase

I think you should reject his request for a "return" or refund. Simply because he did not read your copy properly and thought he would receive the video course.

Unless your copy is misleading...

Just my opinion though.

If your copy clearly did not mention anything about the video course being part of the package, then you don't have to refund. Since the buyer already downloaded the eBook, your part of the deal has been met.

hi,
You'r buyer trying to make you fool and want his money back because ebook means a book which have pics but not video this is a stupid question that your buyer asked for reject his refund request but if he is 1 of your 10 buyers then refund him

It's up to you weather to give them a refund as it doesn't sound like a very sound claim.

I'd pass on your idea of having them print out and send a physical copy of your book back to you though. This sounds very redundant, unnecessary, and silly. Refund people on a case per case basis based on their claim and legitimacy, but there is no point in making them go through such a tedious process, which will actually cost them even more money to do, and they'll still have access to a copy either way. And this stipulation may turn off buyers, knowing the'll have to go through an annoying process if the product isn't what they're expecting. So, your idea may cut down on the refund rate, but would almost certainly cut down on sales as well.

You'll always get serial refunders and you know what, grit your teeth and pay up. It's not worth the hassle or strength of fighting them even though you'd like to batter them, especially when its obvious they are screwing you over.

Besides if you're using Clickbank 2co etc you don't have a choice, and if you use Paypal they only have to file a dispute which will drag on, and if they do a charge back it will cost you a lot more.

Remember it's just a digital product.

Kim

Possible solution?: Don't offer a refund policy. at all.

I would just issue the refund and be done with them. As mentioned, it's just a digital product and there will always be serial refunders.

I would suggest keeping the refund policy and making it a no-questions asked policy. When I was buying info products, a huge seller was the fact that I could return or refund the product. The refunders will come, but many will buy legitimately. Keep a good reputation with all buyers.

If there's something you don't like from the customer and you're using a platform that allows blacklisting, you can consider blacklisting him and send a refund. PayPal disputes / Claims (or what is worse, a chargeback) are not good for your PayPal account reputation.

Thanks for all the replies guys. I agree that 'playing hardball' is out of the question coz if they file a chargeback it's much worse. I was just wondering if it would be a psychological deterrent to serial refunders or not, and how it might help (if ever).

Hurts coz it's not a $10 product, it's a $97 product. (ouch!)

Speaking of chargebacks, is it normal to suddenly get a spate of chargebacks at the end of the year when people are tight for cash??? I contacted the buyers but no reply (so obviously it seems quite dishonest on their part; why not communicate and at least say why they're filing it).

Thankfully I responded to Paypal with full cooperation (and very politely!) and I WON these chargeback cases (despite reading a lot of posts here on warrior forum that it's impossible to win chargebacks, especially for digital products)

Any comments?

If you don't want to offer refunds, don't and say so in your sales copy.

Otherwise, don't be a dick about the refunds that are requested.

For all you know, this was an honest mistake by an honest person.

Serial refunders should be dealt with in different ways. But first, let them prove that they are serial refunders, by requesting more than one refund.

Those few bucks you save now by not giving the refund, could in the end cost you a lot of new sales that you would have gotten otherwise if you didn't have a reputation for being a dick to people who make honest refund requests.

If you don't want to offer refunds, don't and say so in your sales copy.

Otherwise, don't be a dick about the refunds that are requested.

For all you know, this was an honest mistake by an honest person.

Serial refunders should be dealt with in different ways. But first, let them prove that they are serial refunders, by requesting more than one refund.

Those few bucks you save now by not giving the refund, could in the end cost you a lot of new sales that you would have gotten otherwise if you didn't have a reputation for being a dick to people who make honest refund requests.

If you don't want to offer refunds, don't and say so in your sales copy.

Otherwise, don't be a dick about the refunds that are requested.

For all you know, this was an honest mistake by an honest person.

Serial refunders should be dealt with in different ways. But first, let them prove that they are serial refunders, by requesting more than one refund.

Those few bucks you save now by not giving the refund, could in the end cost you a lot of new sales that you would have gotten otherwise if you didn't have a reputation for being a dick to people who make honest refund requests.

If you don't want to offer refunds, don't and say so in your sales copy.

Otherwise, don't be a dick about the refunds that are requested.

For all you know, this was an honest mistake by an honest person.

Serial refunders should be dealt with in different ways. But first, let them prove that they are serial refunders, by requesting more than one refund.

Those few bucks you save now by not giving the refund, could in the end cost you a lot of new sales that you would have gotten otherwise if you didn't have a reputation for being a dick to people who make honest refund requests.

If you don't want to offer refunds on your products, don't. Just be sure to say so in your sales copy.

If your current sales copy offers refunds, just give the person the refund. Don't be a dick about it.

For all you know, this is an honest person asking for an honest refund.

Serial refunders should be dealt with, but only once they have proven they are serial refunders. Don't tag someone as a serial refunder, until they have tried to refund more than one item from you.

The deal is that if you decide to push forward on making it extraordinarily difficult for people to get their refunds, you will earn a reputation as someone who is a dishonest practitioner. And, if that happens, the few dollars you save yourself now may in the end cost you hundreds or thousands of dollars in new sales.

Sorry if I wasn't so clear; the "chargebacks at the end of the year" is a completely separate issue from the "thought ebook had video" issue. Chargeback happened end of 2013 with about 3 clients almost all similar time, but I WON the cases.

Seems the buyers were not able to prove an initial claim that the purchases were unauthorized. They were from my monthly rebills, going back as much as 4 months per member at $97/month (ouch!) but every single month there's a rebill the buyer gets an auto email with instructions on how to cancel if needed; which it seems the buyers ignored each time but then filed multiple-month chargebacks at the end of the year.

I emailed the buyers directly asking them why they didn't follow the auto-email monthly instructions for cancellation but NO REPLY (at all) from two of them. One guy apologized saying he didn't recognize it coz his credit card bill used a different item-name from my company name. He seemed nice enough so I threw him a one month free (I had earned a few months from him already anyway).

The funny thing is that why all around the same time (end of the year, holiday season) and never other times of the year? So I wonder if other guys here experience the same thing. Anyone?

I would just refund the money in order any further issues. If they post a negative review somewhere and it deters only 1 person from purchasing your product, then you lose either way. The choice is up to you I guess.

Just explained my side very thoroughly, consistently, continuously, politely on the phone with paypal reps, and emailed stuff they asked me for (link to my site, etc.). No ranting or anger but showed I was being reasonable (explained that customer gets email every month telling them how to cancel, etc. but they didn't)

I would go with just refunding it.

LOL, Bill

I certainly agree with everything you say in your 5 posts. It's also something that is very much worth repeating. 5 times may be overdoing it though

I hate refunds as much as the next guy. My stance is that it's not worth the hassle not giving the refund. If you find a person is a serial refunder deal with it by blacklisting that person.

I know people who spend far, far too much time and energy fighting every single refund they get. The truth is they would most likely have made more money by giving the refund and focusing on their business instead of trying to avoid paying up.

In time, you'll know who the serial refunders are and you can blacklist them. Simple as that really.

Thanks for all the replies guys. As an update, I warded off the "return" of ebook by throwing in the video course which customer "thought" was included. Better than refunding $100 (since letting customers watch video costs me zero marginal cost anyway).

LOL, to prevent other people copying, I threw in the extra video course as a "Chinese New Year" sorta jackpot. Not a 'regular' buyer; I'm not in the IM niche. They know about video course coz 1) I'm famous on Youtube for that niche and that's they way they know it in the first place, and 2) they receive an upsell video course email after the ebook is already purchased (not before checkout, which I fear may increase cart abandonment). I feel it may have just been a bit of buyer's remorse after seeing the video course in the late upsell.