As you all know, refunds are an unfortunate part of digital products and doing business online. Let's share ideas on how to reduce them! I'll start with two ideas: 1) Offer an unadvertised, value-added bonus after the sale. For example, at the end of each day, send all your customers and unexpected bonus. Be it a bonus video, special eBook, etc, customers will feel special and less likely to request a refund. 2) Display YOUR customer support link prominently on your thank you page. If customers contact Clickbank, they WILL recieve a refund, often without even asking for one! Provide a link at the top AND bottom of your thank-you page saying something along the lines of: "For Expedited Customer Care and Support, you Must Contact " Keep the customer AWAY from ClickBank, thus away from getting a refund. Jim
I have a great way to eliminate refunds: first, I the steps in a big font and my email address in a huge font. Second, I provide what I promise, so people are not disappointed. So far, all my refunds have been because someone couldn't open the file and I didn't reply to the customer's email soon enough. I didn't get a single complaint about the eBook itself. nadavs
We provide online chat support, community forums and also email support to deal with our customers' request for a refund. They are satisfied with our these timely services.
Very good suggestions and I think #2 would pay off much better than #1. With digital products being handled by any company, not just clickbank, returns and complaints seem more common than for physical goods. Often times places like PayPal as well will automatically side with the buyer and throw returns at the customer no questions asked.
I use an auto responder sequence to engage customers in dialog (if they want to, of course). This shows there's a real person behind the website, and someone that they can go to if they need help.