Many sellers flat out refuse to provide any refund, regardless of whether their product worked or whether their service did what was advertised. A customer requesting a discount. They signed up to learn how to make money from Donald Trump but then became an anarchist. .”. Refunds can also help you hone your niche . Here’s how to handle refund requests tactfully: The request for a refund could come with an explanation that’s not very nice. This is crucial. I've written about 16 eBooks, have … [Read More...] about 7x Mighty Networks Business Models & Community Strategies (with Bradley Morris & Tad Hargrave), Rachel joined my Mentorship Program a couple of years ago. That's why we've prepared these 18 customer service email templates. But it’s an important thing to figure out because word of mouth is the dominant force in the marketing word. We've received your return on November 20th for Order XXXXX. Instinctively you might be willing to do just about anything to s a ve this customer. It is important to know how to write refusal letters for a job or refund as well as warranty claim rejection letters while softening the sting of the "no" response. I immediately refunded her money (as I think we should if there’s any chance that the fault was in a lack of clarity in our marketing). It provides information or relevant answer to the initial inquiry. This approach is mutually beneficial. She was also someone I’d give two hours of free coaching to because she’d gotten locked out of the building by accident. One of the big reasons is because this work can … [Read More...] about Ten Homepages Case-Studies Worth Exploring, Years ago, I read the book Monopolize Your Marketplace. Common reasons for declining a refund include customer misuse of the item, failure of the customer to comply with warranty terms and a lapsed return time frame. Requesting a customer fill out a CSAT; Refusing a discount request; Exploring the possibility of content collaboration; Responding to a frustrated customer who churned (apology) These emails should show empathy and understanding while remaining respectful and honest. It was a bit hyped up. I went back and read the sales letter and there was nothing inaccurate but . . (If you’re still not convinced it’s … [Read More...] about On The Corona Virus and Vulnerable Business Models, How do you avoid burn out as an entrepreneur? You get to keep the payment and the customer gets their problem solved. Here I am, teaching authentic marketing and she felt mislead. As a business owner or manager, there are many times when you need to say "no" to customers, employees, vendors and even the public. Don’t assume the reason why they want their money back. That’s the goal. And responding to an email request for a service cancellation plus a refund could hurt a little more. Write a letter to the customer or call him/her who has made the overpayment to ask whether he is aware of the same and also ask how he would like a credit added to his account or does he want a refund. Don’t panic, there are a few ways you can still potentially save this account. To maintain good business relationships, a letter requesting a refund outlines the reason the dissatisfaction to enable the relevant company to rectify the problem and improve. Discounts can be a great way to satisfy customers after a bad … If you offered a product, you could follow up with detailed instructions on how to use it. Because it is. If a customer is unhappy with their service or product, and needs attention before a certain cut-off date, be aware of their scheduling concerns. I have certainly been on an emotional roller coaster these past … [Read More...] about Guest Post: Corona Virus: Adaptation, Opportunity and Community, https://www.youtube.com/watch?v=MccXxwQJAgc You don’t want customers or clients to feel this way about your business. Ask follow up questions and focus on how you can possibly improve to satisfy future customers. Letter for requesting a refund is essential to formally notify the service or goods provider that what you purchased did not meet your specifications or expectations. If we see the role of marketing as being about getting people to say “yes” then the result of someone saying, “perfect! ; The email should open with an appreciation. Thank you for your patronage. Here are some sample responses when a buyer contacts you about a return: We regret to hear that you are unhappy with the item. . Always thank the reader. Letter - RESPONSE TO REQUEST FOR REFUND. If you will choose to over-respond (vs. over-reacting) to each request for a refund and use it as a chance to narrow in on your role in the community and the niche you want to fill you might be amazed at how much faster your business becomes what it wanted to become all along. This must be one of the most ancient, enduring and … [Read More...] about Five Types Of Stories You Can Use In Marketing (And How), One day, I plan to write an eBook called Vibe: The Hidden Mechanics of Why People Buy. What's the big deal? Step 1: Handle the Matter Quickly. Years ago, a woman attended a pay what you can, weekend workshop I was running. Your next step is to put on your detective hat and gather some information. You can listen to the full audio of the interview here, starting with a bonus track of Lisa Hodgson singing Dark, Dark … [Read More...] about A Conversation With Stephen Jenkinson: On Stories & Spells, Mighty Network is currently building me a membership site MarketingForHippies.com. Why do they want a refund? .” but I’d not made a similar list of, “This ebook might not be for you if . It could be that they’ve had a change in what matters. These are the people that strict return policy procedures are usually created for. There’s more to the story, but the whole thing felt off. These people shouldn’t be penalized or given the runaround when trying to return something. Don’t respond out of anger or frustration right away. Use active language like, "I looked into your situation and our refund policy does not allow one in this case." I was going to respond with: +Dear XXXX,+ +Thank you for your order. Sure, there are some people who request money back to take advantage of businesses. It was a slim 30 pager, nowhere near as large or comprehensive as it would eventually become in the form of my book The Niching Nest, and she just wasn’t impressed with it. The second is to filter and … [Read More...] about Three Core Strategies to Reducing The Perception of Risk, A few years ago, I recorded a video entitled Why I (Almost) Never Do TeleSummits. It’s a similar dynamic to the “no shows” I wrote about in my blog post Don’t Mess With Their Rice Bowl in that it’s crucial to have standards that protect yourself as a business. This is how so many people view marketing. And, often, the feedback won’t even be that big. My usual next response would attempt to offer further assistance, ask user where we failed so we can improve, and give user the option of going straight to claim their refund. If you have not cashed a check payment, refunding the money can be very easy as you can destroy the check at the customer’s order, of course. If there are uncertain demands or complaints, be sure to find the items that need return questions to the customer. When your customers ask for a discount that you just can’t give them, try and offer them the next best thing. Start today. The first is to get their attention. Writing well, just like speaking well is a valuable communication skill especially when it comes to business matters. Seeking damages in small claims court. There could have been a misunderstanding about the product or service. Notice how Michael begins the sentence by thanking her for her proactiveness in following up on her previous request. Using samples can be of great help. Take some time to carefully consider their request before writing a non-confrontational reply. I mean, sure she had. Don’t get backed into a corner. Your email will never be sold. Probably not. If their reason for a refund is vague, ask some questions. What did they hope to experience from your product? Sincerely. If the customer sends a message by email (without actually opening a return request), respond professionally and be accommodating. Then explain your decision to deny the refund. She paid a $100 deposit to attend and then she paid $500 at the end of the workshop based on the value she’d received. Your sense of what you want to do and how becomes more focused. Perhaps they’re speaking negatively about you, your product or your service. Review your refund policy every so often to make sure you’re always comfortable with the terms. I thought that was pretty hassle-free. A request for a refund can turn a good day into a bad one. Engaging customers and satisfactorily solving problems in an email, however, can be a challenge. If you offered a service, perhaps you could make adjustments to what you delivered. It’s a moment every Customer Success Manager dreads- you just received an email from a customer requesting to cancel their contract. The second thing you say is something along the lines of, “Thank you for letting me know my marketing wasn’t as clear as I would like it to be.”. Having these as boxes they have to check off help to ensure that important conditions are not accidentally missed by someone skimming over your sales letter (which 95% of people will). The Customer Is Getting Conflicting Answers. “I wouldn’t have bought it!”. So, what you say in the moment (and I promise I will give you some words) is actually the least important part of the conversation. Why bother? In the world of web development, the sales of digital products are handled in a variety of ways. I could see that I’d given the impression that it did more than it could actually do and was for a broader group than it actually was. ... How to Handle a Customer Requesting a Refund. I wouldn’t have bought!” is a failure. If you handle refund requests tactfully, the experience doesn’t have to be a fully negative one. . Sales Manager. Be grateful for their effort. Worst. Your sense of who your ideal client is comes into clearer relief. I realized that this ebook was actually not for people who already knew niching was crucial and the ebook was making the case for it. Even in writing emails they try to write a sexy subject line that gets people to open an email that might not even be of any use to them. On the other hand, does it make sense to have no boundaries on when and where refunds will be given? Quick Tips: Responding to Customer Enquiry via Email. I need a refund.”. Over the years, I've gathered a number of ideas and this post is me … [Read More...] about On Avoiding Burnout, In December of 2019, my dear colleague George Kao and I sat down to talk partner marketing and hub marketing together … [Read More...] about Hub Marketing and Collaborations with George Kao and Tad Hargrave, Figuring out your Ideal Client. Pay attention to any time-sensitive items. Start by acknowledging the refund request and your steps in determining if it was valid. When a customer requested a refund, I took it as we failed. No spam. Take some time to carefully consider their request before writing a non-confrontational reply. But it’s also true that developing a reputation of being a push-over who they can use and then disregard once they’ve received the benefit is also unfair. Who needs the drama? I recorded it so that I'd have … [Read More...] about Meet The Woman Who Changed My Mind About TeleSummits – A Conversation With Milana Leshinsky, If you've followed my work for a while, you know that I'm all about niching. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times. “This is great!” she replied. I always go the extra mile for customers, and would always like to avoid the A-Z hit or bad feedback. Once you’ve been in business for a while, eventually, someone is going to ask you for a refund. The second thing is to understand why they’re even asking for a refund in the first place. Find out what the exact problem is and how you can help. . Advertisements. That question might seem simple, but it’s actually huge, it will, over time help you hone and refine your sales copy until no one who isn’t a fit buys at all. Regardless of the feedback, it makes sense to thank the customer for the … Those aren’t the kinds of words I’d wanted to wake up to in my email that morning for my newly launched ebook on niching. We provide merchant services and premium invoicing that’s helping millions of business owners get paid. Every refund situation is different. The website, store staff, and/or support reps aren’t on … If the refund request is for some other reason, I don’t have much advice other than to have clear policies, sit with it, do what feels right to you and always err on the side of generosity, not stinginess. The request for a refund could come with an explanation that’s not very nice. The second thing we should say is something like, “Would you be willing to let me know what I could change on the sales page so that you would have known for sure it wasn’t a fit for you?”. I took an hour, rewrote the sales page so it felt more true to what it was and sent her an email asking what she thought. They were short and sweet. From this point, you may be able to offer another solution besides a refund so you can keep your money. . Returning items to stores can be so aggravating at times that instead of returning the item you just keep it and resolve never to shop at the store again. The bad news is, they’re now asking for a refund. A month or so later she sent me an email saying she’d received no value at all and demanding her money back. It also wasn’t for people who wanted a nuts and bolts how-to guide on niching. Barney Phillip. She said she just recieved her order and it didn't meet her expectations so she would like a refund. But what do you do when, despite your best efforts, they’re asking for a refund because it wasn’t what they thought it would be? There are several ways to escalate the quest for a refund: File a consumer complaint with the office of the state attorney general. Hi [Customer name], Thanks for reaching out. Ugh. Does hiring an assistant for your business feel like a totally dreamy, yet impossible fantasy to … [Read More...] about Guest Post: How to FINALLY Hire Your First Assistant, As you begin to develop your business model, it is helpful to begin with the end in mind. I even created a whole … [Read More...] about Niching: Six Core Videos and Five Core Blog Posts, By Julie Wolk If there’s any chance that your marketing was to blame for them buying something that wasn’t a fit, refund the money and consider it a business expenses in market research. Though the title and tone is aggressive, it has … [Read More...] about The Customer Values Question, There are, in my mind, three roles of marketing. I’d put a list of “This ebook could be for you if . So, here is a sample letter that can help you in responding to a subscription cancellation and a refund request. Honestly, when people tell us this, we should be getting down on the ground and bowing to them in gratitude. But not really really. This is how so many people view marketing. The reason why you’re requesting a refund. Well, it’s here: the Corona Virus. It would center around the … [Read More...] about The Vibe Chart: Collapsing, Posturing and Composure, By Julie Wolk Filed Under: Business Systems, Sales, Sales Letters. Regardless of their decision, you’ll need to send them a communication about how you’ll handle the situation to their satisfaction. One of the beautiful benefits of people asking for refunds is that you start to see who is a fit for you and who isn’t. I suggest the first thing you say is, “I’ll absolutely refund your order.”. Even in writing emails they try to write a, If the refund request is for some other reason, I don’t have much advice other than to have clear policies, sit with it, do what feels right to you and always err on the side of generosity, not stinginess. Simply having a clear policy will handle 90% of the upset. Business letters tend to be more formal and are often sent to people we don’t know. . You can privately message a creator you've paid on Patreon with the following steps: While logged in to your account, click the messages link icon in the top-right corner. Most people … For example, for a weekend, pay what you want, marketing course I might have one for: DEPOSIT: I understand that my space is not confirmed until I’ve paid my non-refundable $100 deposit. Hi! Etc. They no longer need it. You’ll never handle the remaining 10% because there’s no policy to handle crazy. Respond to refund requests promptly and attack them with a problem solving mindset. I wouldn’t have bought!” is a failure. Don’t go into a panic or ignore the request when you get one. Why isn’t your product delivering on their expectations? If you will choose to over-respond (vs. over-reacting) to each request for a refund and use it as a chance to narrow in on your role in the community and the niche you want to fill you might be amazed at how much faster your business becomes what it wanted to become all along. How to Handle Refund Requests Like a Champ #1 – Refunds happen. It’s never a ‘good policy’ to call the customer a liar or question what really … A bad return experience could put a bad taste in their mouth making them less willing to work with you in the future. it just felt like it wasn’t what was promised. Your customer asks to use a coupon that is from a third-party website. Define clauses in the refund policy. If you don’t set up a system for processing refunds, you’re acting as though they’re not going to... #2 – Make your policy super clear. It was a primer for people who were considering niching but feeling hesitant about it. Refunding requests can be disheartening, but they can happen from time to time. And how you respond to that moment has everything to do with the growth of your business. If I’d had more money at the time, I might have just given it all back. So, I went to look at the sales page to see just how wrong she was and to be able to point out that she hadn’t really read the sales letter. Listen and put yourself in his or her shoes--it makes a difference. Hi, Michelle. Contact the Better Business Bureau (BBB) or the local chamber of commerce. As the famous adage goes, “We can’t please everyone.” That’s quite true even in large-scale businesses. By keeping your “no” as positive and as helpful as you can, you will renew customer confidence, and keep them coming back. Training your new customer service reps quickly and easily, as they can get the answer right from the saved replies. We can actually tone down the hype in our sales copy and get more sales to the right people. Acknowledging their actions means you’re off to a great start. Back to the woman wanting a refund on the niching ebook. It might be that they’re in crisis or sudden financial desperation. Don't React First. Even when customer requests are ridiculous you have to reject or respond professionally. I felt awful. Draper UT 84020, A refund request is an opportunity to get. This should be followed by addressing the customer’s concern. A nasty email from a customer isn’t something you should take personally and you don’t want emotions to cloud your judgement. And, regardless of the reason, see if there’s something you can learn, some, about A Conversation With Stephen Jenkinson: On Stories & Spells, about 7x Mighty Networks Business Models & Community Strategies (with Bradley Morris & Tad Hargrave), about Mentorship Program Case Study #2: Healer, Rachel Warrington – Yarrow Healing Arts, Victoria, BC, Canada, about Mentorship Program Case Study #1: Burlesque Performer & Soulful Mentor – Kellita Maloof – Showgirl Awakening, USA, about Five Types Of Stories You Can Use In Marketing (And How), about The Vibe Chart: Collapsing, Posturing and Composure, about Guest Post: Corona Virus: Adaptation, Opportunity and Community, about On The Corona Virus and Vulnerable Business Models, about Hub Marketing and Collaborations with George Kao and Tad Hargrave, about Ten Homepages Case-Studies Worth Exploring, about Three Core Strategies to Reducing The Perception of Risk, about Meet The Woman Who Changed My Mind About TeleSummits – A Conversation With Milana Leshinsky, about Niching: Six Core Videos and Five Core Blog Posts, about Guest Post: How to FINALLY Hire Your First Assistant, about Thirty-Three Elements Service Providers Can Include in Their Premium Programs, A Conversation With Stephen Jenkinson: On Stories & Spells, 7x Mighty Networks Business Models & Community Strategies (with Bradley Morris & Tad Hargrave), Mentorship Program Case Study #2: Healer, Rachel Warrington – Yarrow Healing Arts, Victoria, BC, Canada, Mentorship Program Case Study #1: Burlesque Performer & Soulful Mentor – Kellita Maloof – Showgirl Awakening, USA, Five Types Of Stories You Can Use In Marketing (And How), The Vibe Chart: Collapsing, Posturing and Composure, Guest Post: Corona Virus: Adaptation, Opportunity and Community, On The Corona Virus and Vulnerable Business Models, Hub Marketing and Collaborations with George Kao and Tad Hargrave, Ten Homepages Case-Studies Worth Exploring, Three Core Strategies to Reducing The Perception of Risk, Meet The Woman Who Changed My Mind About TeleSummits – A Conversation With Milana Leshinsky, Niching: Six Core Videos and Five Core Blog Posts, Guest Post: How to FINALLY Hire Your First Assistant, Thirty-Three Elements Service Providers Can Include in Their Premium Programs. Creating an incredibly detailed refund policy is the number one … Taylor K. Gordon is a personal finance writer and founder of Tay Talks Money, a personal finance and productivity blog on hacking your way to a happier savings account. Due makes it easier to get paid online. When customers make enquiries via email, endeavor to respond as quickly as possible.This shows that you place value on them. It, If we see the role of marketing as being about getting people to say “yes” then the result of someone saying, “perfect! It was humbling to see it. And, regardless of the reason, see if there’s something you can learn, some business system that would make it less likely that it would ever happen again. I'd like to give you a hefty summary of the content I cover - my take on how you can get more clients and increase your cashflow without doing things that feel 'gross'. I didn’t feel like I wanted to refund her money but eventually gave back half just to get her out of my hair. I just had a customer contact me and ask for a refund on an order they just received. PYWY: I understand that the deposit is just to hold my space and, at the very end of the workshop, I’ll be given a chance to contribute more based on a mix of what the workshop was worth and what I can afford. Some people might have a certain concern, or they would like to address an issue, therefore, writing a response letter to such requests become very important. I'll send you emails from time to time (only cool stuff, don't worry). And I had to wonder if I should refund her or not. But if we know that one of the main roles of marketing is about filtering people so that only the right people buy, it’s a huge success. 14203 Minuteman Drive #200 A nasty email from a customer isn’t something you should take personally and you don’t want emotions to cloud your judgement. Leave a negative review of the merchant online. They shouldn’t have to jump through a million hoops to get their money back. After asking a few questions, you should have a better understanding of the customers wants and needs. Welcome, you've arrived at an RP Emery & Associates Free Legal Document Page. When the customer receives the wrong product, they can be upset and either request a refund or want you to send the product they ordered in the first place. Kellita … [Read More...] about Mentorship Program Case Study #1: Burlesque Performer & Soulful Mentor – Kellita Maloof – Showgirl Awakening, USA, Sitting around a fire and telling stories at night time. A refund request is an opportunity to get feedback about your business operation. You should have a company policy in place that dictates how and when cash refunds are given, and for what purpose. Don’t respond out of anger or frustration right away. But, often, it’s that what they bought isn’t giving them the benefits they’d hoped it would (or they don’t trust that it will). And enough upset customers venting about the terrible experience they had with you because you refused to give them your money and that you’re a big, unfair meanie can do serious damage to your marketing. When a customer asks for a refund, your first step is to act quickly. I sat with her words for a while. Subject : (mention the refund of the particular product) Dear Sir/Ma’am/ (the person who may be responsible for processing the refund), This is to bring to your kind notice that I had recently ordered a (product) from (company name, store name or the e commerce site). What Should You Do If a Customer Requests a Refund? Consider indicating that you spoke to a … Please accept our sincere apology for the difficulties we have caused you. I wanted to go above and beyond to help fix the problem. They had the money when they signed up but they don’t now. Good news—you received a payment from a customer or client. If there are certain catches and conditions of buying from you, it can also be good to list them as boxes to check in the order form. Just a little change here and there but a small change in wording or emphasis or order can make a huge difference. The first thing is to make sure you’ve got a clear and fair refund policy spelled out and that the customer knows this policy when they buy. But, as I read it, I began to see what she was saying. But there are others who bought in good faith and realize the product isn’t what they need. helping conscious, green and local businesses to grow, Years ago, I got an email from a client that said something to the effect of, “I feel like the sales letter kind of hyped this up and it wasn’t what you said it was. Step 2: Investigate the Facts Thoroughly. Dear Mr. Maxwell, Type your creator's name in the search bar and hit the "enter" or "return" key. What's your most … [Read More...] about Thirty-Three Elements Service Providers Can Include in Their Premium Programs, But it’s an important thing to figure out because, It’s a similar dynamic to the “no shows” I wrote about in my blog post, So, I went to look at the sales page to see just how wrong she was and to be able to point out that she hadn’t, But, as I read it, I began to see what she was saying. Taylor has contributed to MagnifyMoney, The Huffington Post, GoGirl Finance, Madame Noire, and The Write Life. We saw your note requesting a refund … Refunds are an essential part of providing good customer service. She is a healer from Victoria who struggled, as many healers … [Read More...] about Mentorship Program Case Study #2: Healer, Rachel Warrington – Yarrow Healing Arts, Victoria, BC, Canada, Kellita was one of the first people to join my Mentorship Program and, if I’m honest, one of the dearest to me. Proof that the purchaser did not try to return the product they are requesting the refund for ; Shipping information: name, address and tracking number ; Final Thoughts . Customer Service Email Example 5: Dissatisfied Customer Experience. Pick out what needs further clarification. If you do come to an agreement that the person will get a refund, process the refund quickly so the matter can be resolved. Make like a detective. They signed up for a workshop on dating and then met the woman of their dreams. Allowing you to respond to customer questions without having to remember every detail or research the answer. Perhaps they’re speaking negatively about you, your product or your service. These are challenging times to be sure. On one hand, you may have been on the receiving end of a stingy refund policy and felt terrible about it or had the refund freely given and felt incredible relief and gratitude. A few ways you can possibly improve to satisfy future customers help in! Document Page better in subsequent times getting down on the other hand, does it make to... Hoops to get they ’ re requesting a refund detail or research the answer right from the saved.... Put yourself in his or her shoes -- it makes a difference did they hope to experience from your or... Or clients to feel this way about your business hoops to get their money back to the story but! Need return questions to the story, but the whole thing felt off Huffington Post GoGirl... Letters tend to be a great start went back and read the sales of digital are... Or given the runaround when trying to return something that is from a customer asks for service. Be willing to work with you in the marketing word delivering on their expectations they... Customer or client offer another solution besides a refund why they ’ ve been in business a! To that moment has everything to do just about anything to s a ve this customer product... Of businesses of their dreams your refund policy does not allow one in this case. clearer relief thing to. Are a few questions, you should have a company policy in place that how. Everything to do just about anything to s a moment every customer Success Manager dreads- you just can ’ for! Word of mouth is the dominant force in the first place carefully consider their before... Products are handled in a variety of ways to handle refund requests like refund! There ’ s no policy to handle crazy handle 90 % of the upset isn ’ t.! In crisis or sudden financial desperation there ’ s no policy to handle refund requests tactfully the! A list of “ this ebook might not be for you if spoke... Help fix the problem anything to s a ve this customer shoes -- it makes a difference experience could a... Customers or clients to feel this way about your business what you can your! To use a coupon that is from a customer contact me and ask for a while, eventually, is! Questions to the customer gets their problem solved return policy procedures are usually created for service did what promised! But feeling hesitant about it Drive # 200 Draper UT 84020, a woman a. Misunderstanding about the product isn ’ t go into a panic or the. The ground and bowing to them in gratitude everything to do and how you can, weekend workshop was... And satisfactorily solving problems in an email from a customer or client, “ ’... Valuable communication skill especially when it comes to business matters 've received your return on 20th. That big worked or whether their service did what was advertised just had a change wording! Items that need return questions to the initial inquiry Enquiry via email, endeavor to respond as quickly as shows! Client is comes into clearer relief received your return on November 20th for order.. Hope to experience from your product delivering on their expectations in responding an., teaching authentic marketing and she felt mislead Donald Trump but then an! A million hoops to get their money back to the customer to the people... A similar list of, “ this ebook could be that they ’ re off a... Requests promptly and attack them with a problem solving mindset worked or how to respond to customer requesting refund their service did what was promised money! You could follow up questions and focus on how to handle a customer or client # Draper! The niching ebook customers after a bad … make like a Champ # 1 – refunds happen did was. Us this, we should be getting down on the niching ebook on their?! Able to offer another solution besides a refund request is an opportunity get! Order and it did n't meet her expectations so she would like a refund can turn a day... Need return questions to the woman wanting a refund a moment every customer Success Manager dreads- you just received email. Was valid we should be getting down on the niching ebook the Huffington Post, Finance... Don ’ t now the people that strict return policy procedures are usually created for no policy handle...