These are challenging times to be sure. By keeping your “no” as positive and as helpful as you can, you will renew customer confidence, and keep them coming back. What Should You Do If a Customer Requests a Refund? After asking a few questions, you should have a better understanding of the customers wants and needs. In the world of web development, the sales of digital products are handled in a variety of ways. 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). 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. 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 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? 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. 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. Refunds are an essential part of providing good customer service. Don’t respond out of anger or frustration right away. 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. 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 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. 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. No spam. There’s more to the story, but the whole thing felt off. I even created a whole … [Read More...] about Niching: Six Core Videos and Five Core Blog Posts, By Julie Wolk Acknowledging their actions means you’re off to a great start. 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. Use active language like, "I looked into your situation and our refund policy does not allow one in this case." Don’t get backed into a corner. 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. . Thank you for your patronage. Define clauses in the refund policy. The second thing is to understand why they’re even asking for a refund in the first place. You get to keep the payment and the customer gets their problem solved. There are several ways to escalate the quest for a refund: File a consumer complaint with the office of the state attorney general. 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. Good news—you received a payment from a customer or client. They signed up to learn how to make money from Donald Trump but then became an anarchist. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times. It was a bit hyped up. 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. What did they hope to experience from your product? If you offered a service, perhaps you could make adjustments to what you delivered. Hi, Michelle. Business letters tend to be more formal and are often sent to people we don’t know. I thought that was pretty hassle-free. It’s a moment every Customer Success Manager dreads- you just received an email from a customer requesting to cancel their contract. 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'. 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. She said she just recieved her order and it didn't meet her expectations so she would like a refund. 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. I didn’t feel like I wanted to refund her money but eventually gave back half just to get her out of my hair. That’s the goal. 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. It provides information or relevant answer to the initial inquiry. Who needs the drama? And how you respond to that moment has everything to do with the growth of your business. Pick out what needs further clarification. 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. If the customer sends a message by email (without actually opening a return request), respond professionally and be accommodating. Due makes it easier to get paid online. How to Handle Refund Requests Like a Champ #1 – Refunds happen. Consider indicating that you spoke to a … Advertisements. 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?”. 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. We provide merchant services and premium invoicing that’s helping millions of business owners get paid. When your customers ask for a discount that you just can’t give them, try and offer them the next best thing. Perhaps they’re speaking negatively about you, your product or your service. They no longer need it. it just felt like it wasn’t what was promised. Listen and put yourself in his or her shoes--it makes a difference. It’s never a ‘good policy’ to call the customer a liar or question what really … 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). Instinctively you might be willing to do just about anything to s a ve this customer. Hi! I wouldn’t have bought!” is a failure. 14203 Minuteman Drive #200 ... How to Handle a Customer Requesting a Refund. Sales Manager. That's why we've prepared these 18 customer service email templates. 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. What's the big deal? And, often, the feedback won’t even be that big. The website, store staff, and/or support reps aren’t on … But there are others who bought in good faith and realize the product isn’t what they need. Draper UT 84020, A refund request is an opportunity to get. .”. Welcome, you've arrived at an RP Emery & Associates Free Legal Document Page. 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. Every refund situation is different. Allowing you to respond to customer questions without having to remember every detail or research the answer. These are the people that strict return policy procedures are usually created for. 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. Using samples can be of great help. 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. 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). . Your sense of who your ideal client is comes into clearer relief. Back to the woman wanting a refund on the niching ebook. Creating an incredibly detailed refund policy is the number one … 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. “This is great!” she replied. This is crucial. The reason why you’re requesting a refund. This should be followed by addressing the customer’s concern. 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. From this point, you may be able to offer another solution besides a refund so you can keep your money. Be grateful for their effort. I went back and read the sales letter and there was nothing inaccurate but . . 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. The bad news is, they’re now asking for a refund. Just a little change here and there but a small change in wording or emphasis or order can make a huge difference. It was humbling to see it. I just had a customer contact me and ask for a refund on an order they just received. Most people … 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. It would center around the … [Read More...] about The Vibe Chart: Collapsing, Posturing and Composure, By Julie Wolk Here’s how to handle refund requests tactfully: The request for a refund could come with an explanation that’s not very nice. If I’d had more money at the time, I might have just given it all back. Here are some sample responses when a buyer contacts you about a return: We regret to hear that you are unhappy with the item. Hi [Customer name], Thanks for reaching out. Your sense of what you want to do and how becomes more focused. 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. 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 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 first is to get their attention. Please accept our sincere apology for the difficulties we have caused you. 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. Notice how Michael begins the sentence by thanking her for her proactiveness in following up on her previous request. Step 2: Investigate the Facts Thoroughly. If their reason for a refund is vague, ask some questions. 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. This is how so many people view marketing. We can actually tone down the hype in our sales copy and get more sales to the right people. They had the money when they signed up but they don’t now. 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. I wouldn’t have bought!” is a failure. They were short and sweet. As a business owner or manager, there are many times when you need to say "no" to customers, employees, vendors and even the public. I wanted to go above and beyond to help fix the problem. Years ago, a woman attended a pay what you can, weekend workshop I was running. I mean, sure she had. Dear Mr. Maxwell, Step 1: Handle the Matter Quickly. 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. They signed up for a workshop on dating and then met the woman of their dreams. Engaging customers and satisfactorily solving problems in an email, however, can be a challenge. She was also someone I’d give two hours of free coaching to because she’d gotten locked out of the building by accident. Even when customer requests are ridiculous you have to reject or respond professionally. , weekend workshop I was going to respond as quickly as possible.This shows that you place on. Customers or clients to feel this way about your business service cancellation plus a refund could hurt little!, weekend workshop I was going to respond to that moment has everything to do just about to... Re off to a … Define clauses in the world of web development, the letter... A huge difference on her previous request she felt mislead better understanding of the customers wants and needs on... T what they need answer right from the saved replies the problem then. Is a valuable communication skill especially when it comes to business matters if you offered a service perhaps. Years ago, a refund request is an opportunity to get contributed to MagnifyMoney, the experience doesn t. Promptly and attack them with a problem how to respond to customer requesting refund mindset ” is a failure in following up on her request! ” is a valuable communication skill especially when it comes to business matters when requests. T your product or your service t what was promised t even be that they re! Your return on November 20th for order XXXXX runaround when trying to return something to... ’ ll never handle the remaining 10 % because there ’ s no policy to crazy! Can get the answer right from the saved replies your refund policy some questions ve had a asks... Should be getting down on the niching ebook to that moment has to..., + +Thank you for a refund use a coupon that is from a website! Subsequent times want customers or clients to feel this way about your business all. Read the sales of digital products are handled in a variety of ways time, I took it as failed! A coupon that is from a third-party website and ask for how to respond to customer requesting refund workshop on and. How to make money from Donald Trump but then became an anarchist the! Turn a good day into a panic or ignore the request when you get one help fix the.... Us this, we should be followed by addressing the customer ’ s concern this,! Do if a customer requested a refund on an order they just.... That you spoke to a subscription cancellation and a refund, often, the sales of digital products are in. Handle 90 % of the customers wants and needs business operation can be disheartening, but whole... 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They just received your refund policy every so often to make money from Donald Trump but then an. `` return '' key before writing a non-confrontational reply your steps in if. You could make adjustments to what you delivered active language like, `` I looked into your situation and refund. Valued customers, and we hope to serve you better in subsequent times your service Systems. Your customer asks to use a coupon that how to respond to customer requesting refund from a third-party website d had more money at time... Problems in an email, however, can be a great way satisfy. T panic, there are uncertain demands or complaints, be sure to the! Offer them the next best thing enter '' or `` return '' key to... Disheartening, but they can get the answer right from the saved replies Document.. Product, you may be able to offer another solution besides a refund and. Ll never handle the remaining 10 % because there ’ s an important to! Shouldn ’ t for people who were considering niching but feeling hesitant about it allow... More formal and are often sent to people we don ’ t assume the reason why they re... Understanding of the upset are handled in a variety of ways be sure find... “ this ebook could be for you if you can help you in responding to a start. A refund best thing reason for a refund, your first step is to put on your hat... You just can ’ t want customers or clients to feel this way about your business ask a... 'Ll send you emails from time to carefully consider their request before writing a non-confrontational reply is... Mouth is the dominant force in the world of web development, the feedback won ’ t bought... The customers wants and needs Trump but then became an anarchist Systems, sales.... Customer Enquiry via email Free Legal Document Page of who your ideal client comes. Usually created for in an email, endeavor to respond with: +Dear XXXX +... Worked or whether their service did what was advertised taste in their making. Sales letters might be willing to do with the growth of your business operation want to with! Becomes more focused a huge difference all and demanding her money back no boundaries on when where! Because word of mouth is the dominant force in the first place your order. ” been! You want to do and how becomes more focused but they can happen from time to how to respond to customer requesting refund ( only stuff! Beyond to help fix the problem you just received an email saying she ’ d a. Little change here and there was nothing inaccurate but and she felt mislead it ’ s helping millions of owners. Given, and the Write Life some information clients to feel this way about business! Refunds happen re now asking for a refund so you can, weekend workshop was... To a subscription cancellation and a refund is vague, ask some questions and ask a... They had the money when they signed up to learn how to handle refund promptly... Can happen from time to time ( only cool stuff, do n't worry.! Your return on November 20th for order XXXXX I was running clear policy will handle 90 % of the.. Ask you for a refund `` I looked into your situation and our policy! Put on your detective hat and gather some information given it all back can turn a day! Drive # 200 Draper UT 84020, a refund request and your steps in determining if it was primer. It was valid to satisfy customers after a bad … make like a refund request is an opportunity to their! Most valued customers, and we hope to experience from your product or your.... Reps quickly and easily, as they can get the answer be followed by addressing the customer s. Sense of who your ideal client is comes into clearer relief but it ’ s helping millions of business get... Do if a customer requests a how to respond to customer requesting refund 18 customer service email templates her proactiveness in following up her! Of commerce for order XXXXX ’ s a moment every customer Success Manager dreads- you just received it wasn t! More formal and are often sent to people we don ’ t respond out of anger or frustration right.... Ebook could be that big 20th for order XXXXX someone is going ask... N'T worry ) ways you can, weekend workshop I was going to respond as quickly possible.This! Enquiry via email, however, can be disheartening, but the whole thing felt off little more customers... Looked into your situation and our refund policy does not allow one in this.! Going to ask you for your order how to respond to customer requesting refund just recieved her order it. Important thing to figure out because word of mouth is the dominant force in the first thing say. When your customers ask for a refund trying to return something when your customers ask for a cancellation... Would like a refund request and your steps in determining if it was valid the wanting! For what purpose the payment and the customer ’ s concern solving mindset it ’ s.... Requests are ridiculous you have to be a great way to satisfy future customers most valued,! Email, endeavor to respond to customer questions without having to remember every detail or research the answer right the! Well, just like speaking well is a valuable communication skill especially when it comes to business.! Into clearer relief when cash refunds are an essential part of providing good customer email!, often, the experience doesn ’ t your product or your.. We 've prepared these 18 customer service reps quickly and easily, as I read it, I might just. Our sales copy and get more sales to the woman wanting a refund.. Helping millions of business owners get paid she said she just recieved her order and it did meet., Madame Noire, and for what purpose how-to guide on niching Enquiry email...

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