I had two customers that were double charged this week. Both double charges were on the 15th. (It is now the 19th.) I hate double charges and it annoys me that Clickbank lets them happen-- but that's a rant for another thread. Anyway, I sent Clickbank a notice for each double charge. "This customer was charged twice. Please refund the second sale. Name XXXX. Order #XXXXX." As I always do for double charges, I cc'd my email to the customers to make them aware of the situation. And I sent the customers a personal email to apologize for the second charge. I've never had a problem in the past. Clickbank has always been quick about getting the money back to the customer. This week-- neither refund was issued. Yesterday morning, the customer emailed me back saying that the money was not put back into her account. She's scared and wants to cancel her credit card now because she thinks Clickbank is a scam company. Now-- of course I emailed her back to reassure her that she was not scammed and I told her that cancelling her credit card was unnecessary. And, early yesterday morning, I sent Clickbank ANOTHER message to refund the purchase. The money was still not refunded. *sigh* First of all, I feel bad for these two customers. They were ripped off. And I don't like my customers being ripped off. And one of the two customers is scared about her credit/identity because of it. Secondly, why the heck isn't Clickbank on the ball with these two refunds. I've never had a refund take 4 days. And now it's the weekend-- do they even issue refunds on weekends? These customers might be waiting 6+ days to get their money back. Thirdly, I am embarrassed. When things like this happen, I feel like the reputation of my product is decreased. I work my butt off to answer all emails, questions, and concerns in a professional, timely manner... and in this case I feel so helpless. In my niche, most customers have never purchaed an ebook or digital product-- they're skeptical from the start. When I finally get them to fork over their credit card, I don't want them feeling ripped off. Unfortunately, I'm sure these customers will no doubt steer clear of ebook/Clickbank offers in the future. /end rant. Anybody had troubles with refunds this week? Any suggestions to ease this customer's fears?
Its up to the customer to request a refund not the merchant dude!! If they email clickbank and request a refund they will get one. Just tell her to email clickbank
I had a 2 return situations this week that were abnormal and pretty distressing.. 1. My first credit card chargeback penalty.. 2. Some shmoe ordered $250+ of products earlier this month, and opened a Paypal dispute for the charges. Clickbank refunded all 7 purchases without even emailing him to let him know what they were for. I have a feeling that neither of these two incidents were because the customer was unhappy, but they probably couldn't figure out what the charges were for on their statements!
Tell this lady to call up clickbank herself for the refund. As well, let her know she doesn't have to cancel her credit card, she just needs to call up her cc company and ask them to do a charge back.
i requested a refund once for the googlepayload package and waited 14 days, i did chase them up but supposedly there were lots of holidays in the US, dragged on a bit....
She never knew about the double charge until I emailed Clickbank first. And, at first, she didn't have a problem with it. She emailed back and said "Ok. Thanks." She didn't seem scared or annoyed until the charge wasn't refunded after 4 days. Also-- she never asked for a refund on the main purchase-- just the double charge. I think she's more than entitled to that since it was an unfair charge to begin with. Neither customer wanted a refund of the main purchase-- just the duplicate charge that will appear on their statements. That's Clickbank's fault-- not the customers'.
Yes. I always request the refund if I see a customer was charged twice. When Clickbank sends a publisher invoice, it says, "To request a refund...." I think people hit the reload button when they enter their credit card... resulting in a double charge.
Happened to me once... but it wasn't a double charge. The guy refreshed the page 4 times... and got mad at me when he saw a $200 charge on his credit card. Of course he blamed me even though I requested clickbank refund 3 of them. He ended up refunding it all which sucked. As a web programmer I know that it's really NOT HARD AT ALL to prevent duplicate charges on credit cards. I'm very disappointed with clickbank lately, and really don't want to deal with them any more. Cheers.
I don't think it's clickbanks fault. They're probably bounded by laws that make it illegal to prevent a person from purchase something twice. It is possible for a person to buy something twice. They could give something away as a gift. Sometimes when I goto the grocery store, I buy two loafs of bread. For clickbank, they should automatically send out an email alerting the person what is happening though. Not for the sake of the customer, for the sake of the cost to refund money that clickbank has to pay in administration charges with credit card companies and banks.
I love Clickbank in general, but this is a pet-peeve of mine. Yes, I think it is their fault. How hard would it be to program a script that says, "Are you sure you want to purchase this product again? yes/no " Realistically, nobody's going to buy an ebook twice. You might buy two loaves of bread at the grocery store because you will EAT two loves of bread... but do you buy a magazine twice if you're going to read it twice?
See, but the average non-computer nerd person doesn't know better... I don't think it's entiirely their fault, even if it does seem like common sense to you and me. Indeed. I wish Clickbank could see this.