How to deal with Customers and Refund policies?

I put a lot of thought into this anytime i am selling anything to anyone. I always put the customer first of course, I want to sell something, but my priority is that the customer feels good about what he bought. Now i sell services, like web hosting, and i have a 30 day moneyback no questions asked guarantee which i follow. Of course there are a few limits to the moneyback guarantee, like when someone abuses the service they bought and violate the Terms of Service which they are required to accept and read upon purchase.

Now to my point, what seems like the reasonable thing to do when a customer buys a service and then gets suspended for abuse and requests a money back?

1) explain to the customer that he violated the terms and keep the money?

2) Refund the money and do what the customer asks?

3) reason with the customer, keep the money, and offer service of equal value with different terms with no direct additional cost to the customer, and if the customer says no you go with #1.

4)other - please explain

I picked #3

Its not a big issue, but i would like to know what others would do when they sell services or products online?

Thanks!

 

I go for #3 also. I think it's the best option that I could choose and the most favorable to both parties. All can be well with a good conversation.

 

Good,but how can you make it?For guys who got suspended for abuse,maybe
the best way is suspension without money back.Because they didn't obey the
terms and definitely affected other subscribers.Rule is rule,and when you broke
it deliberately,you should assume the corresponding responsibility.By the way,
timely monitor of the server is very important for this case.

 

In my company we have a system set up for this. If we do a services but the customer doesn't like it he can change it (if it's web dev, if it's Xrumer blasts we keep it when we've done it anyway) but we never refund unless we're unable to finish the service

 

I say 4 is more better coz it will benefit both party.
Before suspend the client,sent client email about the wrong doing.
If he still keep doing,suspend it.

 

What i must to do if there are a deal with someone. i have done the payment and she or he not sent me my order??
help me mate...

 

It would all depend on how serious the problem was when they broke the terms of service. Is it something that is well known, as most people don't read TOS but can kind of guess what's in them? Would you still be able to work with the person in light of what has happened? Is it something you think the person will do again?

 

The 3rd option would be your best option. If they refuse then they obviously only signed up to abuse.

 

i thought that was my lucky day

 

Do you have # 3 on your website clearly stated? If so, then why would you even think twice about giving money back for breaking a rule.

IMHO, there is need for reasoning when someone has broken a clearly stated rule.

Is it your responsibility to to be responsible for someone else's actions or behavior?

 

yes of course we don't state that we might negotiate with a person who violated the terms of service, but we will anyways. Our terms are clear.

I was able to give the client very similar service where i could make an exception on a different server which i use for just myself which has plenty of resources for him which i am not using anyways.