If you got a request for removing listing and refund, would you do a refund for any reason? As most directories have their submission guide, and reserve to move the submission to related category. If the submitter request a refund for moving his/her site to another category, would you accept? And should we have a 30 day money back guarantee? Any advice for this?
I wouldnt refund after a certain period of time just because I moved the listing before it was approved. Should have read the guidelines
Yes or maybe No, treat each one indiviidually, too complex to say YES or NO without looking at them one by one
Some agreed, I don't want to people make fun of submission, paid and request refund. And I think something should be added in the guideline that we do/ don't support to refund for accepted submission.
I would say 30 days is max... If before that then dont waste time and just refund him so that he dont tarnish your image over a couple bucks. thx malcolm
As each case should be handled individually, it is hard to say yes or no for all situations. I would ask for a significant description of why it should be refunded, especially if you were clear in your marketing about the listing and its specifics. I have never encountered a refund request, but I am sure it is inevitable. Another strategy is to make a counter offer. No refund, but we give you an additional deep link with listing... just an example.
Sounds like a good opportunity to create a refund policy and update the guidelines. Does your guidelines address editing/placement of listings? The length of time should be a factor in your decision. It's not like you sold them a link on a specific page - you performed a service and when you reviewed/published the listing, the service was rendered. Ultimately it's your decision in the end. I have found it quickest with minimal hassle to just click the refund payment link and delete the listing.
i think that directories, like any business, needs to put customers first. whether you like it or not, they give you your bread and butter. I would rather refund than to create an enemy, if u know what i mean. Besides, I'm not that desperate to keep their money even though they do not want my services anymore. But with that being said, of course, there should be a time limit, though i think these cases usually happen within a short time-frame. So my advice is, give them their refund and a polite message hoping to see their return. You gain a much better reputation and goodwill, which i believe is much more important than keeping the measely few bucks in exchange for the potential fury of a customer.
I would treat each customer individually, if it takes up a bit more of my time then thats my problem and not the customers, i would refund most definately, if they want something moved il move it.
In such cases, i usually refund them.. But the request should be within a week or so. @Creed = Not everybody follows guidelines. On my site - even after writing in bold "only featured links on top category" - people still submit regular links on top categories and when moved.. ask for refund.
I agree here. If it is within a weeks time, it can / should be refunded, but not anything above a weeks time.
Of course they don't. I doubt there's more than a few that even review them. But I still feel it's to our benefit to have a sound refund policy in place that we can refer to when situations arise. Given, the situations will differ and we need to use our own discretion, but having a refund policy in place can be to our benefit in the event of disputes.
John's written a really good article about his philosophy regarding refunds, to which I agree 100%: http://blog.v7n.com/2007/04/26/the-art-of-the-refund/
I usually refund Featured Submissions, but not regular submissions... I had one guy argue with me that his website (nude pictures website) wasn't adult but about how beautiful humans body is.... and long story short he wanted me to either approve his site or refund his $4.