Hi guys, Most vendors get refund requests. My question is how do you save a sale during a refund request. This hasn't been discussed here and I am sure you vendors can add value to this forum by giving your valuable opinion on this topic. Do you close the ticket after replying to the customer? Do you wait for the customer's response for like 12 hours after replying to them and then close the ticket? Or do you wait for the customer's response for like 12 hours after replying to them and then escalate to clickbank support? In what cases do you choose to ignore the refund request (I know that'll result in a refund) Clickbank says if a vendor closes the ticket inappropriately or tries to take advantage of tech support, they will take away the ability to save sales. How do you handle all that safely without risking losing the ability to save sales?
A few ideas: ** Do your best to funnel support into YOUR control, 'For refund requests please email ' < Do your best to handle them internally and support as needed. ** Create 3-5 refund stoppers. When a refund request comes in, you respond with a 'wait, what if we give you this gift valued at $xxx if you don't refund' campaign. Known as refund stoppers or simple loss protection protocol. Offer them something they can't say no to, if they choose NOT to refund. Make it time sensitive/limited so they have to take advantage of it ASAP. < They may still refund after getting your freebie but very rarely. ** If you go through the CB system, create a canned response to get them to your loss protection steps, and direct support instead of CB, close the CB ticket as soon as you can as 'solved' once they take their freebie. ** If they still say no, downsell that to a freebie with a partial refund vs. a full refund via paypal or other alternative. Repeat with other creative combo if needed. Get creative and be loyal to your customers. No need to take advantage of the system - just treat people right and get the right refund stoppers in place, should help out with retention by at least low xx%. Cheers, N.
But just know your limits and know your customers. With some, if refund is not issued can lead to chargeback which is even worse since you have to pay the extra $$ penalty.
Thanks NC and centarec for the suggestions. There is just 24 hours time to save the sale and in most cases, the buyer doesn't reply. Is it okay to tell them that the ticket will be deemed solved if they don't reply within 12 hours?
@NC: While i already had those things in mind, but after hearing your suggestions, I think I should make not just a nice ebook but a branded product with a nice (but cheap) sales page to get people excited. I can then offer that product for free if they decide to not refund, but have a condition that the ticket will be deemed solved once they access the product. Then that new product could be somehow set up to send me an email notification once they access the product after which I'll immediately close the ticket.
Hi At the end of the day I think the customer has the right to ask for a refund if they are not happy with the product or if it wasn't what they thought it was going to be. I don't have a problem with that and if you buy from a high street store then you expect to be able to return your goods with a full refund. I do get the impression occasionally however that someone has bought a CB product, used it, and just got a refund because they can. Unfortunately in life you will always find a**holes but on the whole most people are honest and willing to pay for something that adds value to there lives. Shayman