how to respond to customer requesting refund

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. .” but I’d not made a similar list of, “This ebook might not be for you if . The Customer Is Getting Conflicting Answers. Perhaps they’re speaking negatively about you, your product or your service. I went back and read the sales letter and there was nothing inaccurate but . A nasty email from a customer isn’t something you should take personally and you don’t want emotions to cloud your judgement. 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. Use active language like, "I looked into your situation and our refund policy does not allow one in this case." Welcome, you've arrived at an RP Emery & Associates Free Legal Document Page. It might be that they’re in crisis or sudden financial desperation. 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. 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. 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. 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. 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. Here are some sample responses when a buyer contacts you about a return: We regret to hear that you are unhappy with the item. 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. Just a little change here and there but a small change in wording or emphasis or order can make a huge difference. They no longer need it. You’ll never handle the remaining 10% because there’s no policy to handle crazy. She was also someone I’d give two hours of free coaching to because she’d gotten locked out of the building by accident. Sure, there are some people who request money back to take advantage of businesses. 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. Make like a detective. Refunds are an essential part of providing good customer service. 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.”. 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. Taylor has contributed to MagnifyMoney, The Huffington Post, GoGirl Finance, Madame Noire, and The Write Life. Type your creator's name in the search bar and hit the "enter" or "return" key. It, If we see the role of marketing as being about getting people to say “yes” then the result of someone saying, “perfect! I need a refund.”. What Should You Do If a Customer Requests a Refund? 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. Don’t panic, there are a few ways you can still potentially save this account. But not really really. .”. Worst. I suggest the first thing you say is, “I’ll absolutely refund your order.”. If we see the role of marketing as being about getting people to say “yes” then the result of someone saying, “perfect! When a customer asks for a refund, your first step is to act quickly. Your next step is to put on your detective hat and gather some information. Good news—you received a payment from a customer or client. Due makes it easier to get paid online. Your customer asks to use a coupon that is from a third-party website. I didn’t feel like I wanted to refund her money but eventually gave back half just to get her out of my hair. Most people … That's why we've prepared these 18 customer service email templates. Barney Phillip. It’s never a ‘good policy’ to call the customer a liar or question what really … . Refunding requests can be disheartening, but they can happen from time to time. Allowing you to respond to customer questions without having to remember every detail or research the answer. 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 If you do come to an agreement that the person will get a refund, process the refund quickly so the matter can be resolved. These are the people that strict return policy procedures are usually created for. Review your refund policy every so often to make sure you’re always comfortable with the terms. Acknowledging their actions means you’re off to a great start. Find out what the exact problem is and how you can help. It would center around the … [Read More...] about The Vibe Chart: Collapsing, Posturing and Composure, By Julie Wolk It was a bit hyped up. Writing well, just like speaking well is a valuable communication skill especially when it comes to business matters. Sincerely. Why bother? 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. Respond to refund requests promptly and attack them with a problem solving mindset. That’s the goal. They were short and sweet. It also wasn’t for people who wanted a nuts and bolts how-to guide on niching. A customer requesting a discount. On the other hand, does it make sense to have no boundaries on when and where refunds will be given? . A request for a refund can turn a good day into a bad one. And responding to an email request for a service cancellation plus a refund could hurt a little more. 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 Don’t go into a panic or ignore the request when you get one. . ... How to Handle a Customer Requesting a Refund. I even created a whole … [Read More...] about Niching: Six Core Videos and Five Core Blog Posts, By Julie Wolk I wanted to go above and beyond to help fix the problem. A nasty email from a customer isn’t something you should take personally and you don’t want emotions to cloud your judgement. 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. 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. If you offered a product, you could follow up with detailed instructions on how to use it. Who needs the drama? Dear Mr. Maxwell, 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. Step 1: Handle the Matter Quickly. This should be followed by addressing the customer’s concern. This is crucial. 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. Filed Under: Business Systems, Sales, Sales Letters. Perhaps they’re speaking negatively about you, your product or your service. I sat with her words for a while. Regardless of the feedback, it makes sense to thank the customer for the … Step 2: Investigate the Facts Thoroughly. I’d put a list of “This ebook could be for you if . 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. They signed up for a workshop on dating and then met the woman of their dreams. 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. But it’s an important thing to figure out because word of mouth is the dominant force in the marketing word. After asking a few questions, you should have a better understanding of the customers wants and needs. Sales Manager. 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. I felt awful. Pick out what needs further clarification. 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). If you offered a service, perhaps you could make adjustments to what you delivered. We can actually tone down the hype in our sales copy and get more sales to the right people. The reason why you’re requesting a refund. Draper UT 84020, A refund request is an opportunity to get. Creating an incredibly detailed refund policy is the number one … Using samples can be of great help. There’s more to the story, but the whole thing felt off. “I wouldn’t have bought it!”. I wouldn’t have bought!” is a failure. 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. 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. It was humbling to see it. Business letters tend to be more formal and are often sent to people we don’t know. Pay attention to any time-sensitive items. Instinctively you might be willing to do just about anything to s a ve this customer. Discounts can be a great way to satisfy customers after a bad … I always go the extra mile for customers, and would always like to avoid the A-Z hit or bad feedback. 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. 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. These are challenging times to be sure. Because it is. Listen and put yourself in his or her shoes--it makes a difference. Refunds can also help you hone your niche . 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. Once you’ve been in business for a while, eventually, someone is going to ask you for 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? This approach is mutually beneficial. 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. Take some time to carefully consider their request before writing a non-confrontational reply. Don’t assume the reason why they want their money back. And, often, the feedback won’t even be that big. 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. 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. We provide merchant services and premium invoicing that’s helping millions of business owners get paid. ; The email should open with an appreciation. Your sense of what you want to do and how becomes more focused. 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. Consider indicating that you spoke to a … 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. I just had a customer contact me and ask for a refund on an order they just received. Don’t get backed into a corner. I'll send you emails from time to time (only cool stuff, don't worry). Why isn’t your product delivering on their expectations? . Simply having a clear policy will handle 90% of the upset. Hi [Customer name], Thanks for reaching out. Regardless of their decision, you’ll need to send them a communication about how you’ll handle the situation to their satisfaction. Contact the Better Business Bureau (BBB) or the local chamber of commerce. We saw your note requesting a refund … Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times. 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. They signed up to learn how to make money from Donald Trump but then became an anarchist. The website, store staff, and/or support reps aren’t on … A refund request is an opportunity to get feedback about your business operation. 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. 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. Your email will never be sold. This is how so many people view marketing. When a customer requested a refund, I took it as we failed. When your customers ask for a discount that you just can’t give them, try and offer them the next best thing. And how you respond to that moment has everything to do with the growth of your business. She said she just recieved her order and it didn't meet her expectations so she would like a refund. Ugh. A bad return experience could put a bad taste in their mouth making them less willing to work with you in the future. How to Handle Refund Requests Like a Champ #1 – Refunds happen. If you handle refund requests tactfully, the experience doesn’t have to be a fully negative one. Start today. You should have a company policy in place that dictates how and when cash refunds are given, and for what purpose. Many sellers flat out refuse to provide any refund, regardless of whether their product worked or whether their service did what was advertised. Customer Service Email Example 5: Dissatisfied Customer Experience. It’s a moment every Customer Success Manager dreads- you just received an email from a customer requesting to cancel their contract. They shouldn’t have to jump through a million hoops to get their money back. Quick Tips: Responding to Customer Enquiry via Email. 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Gather some information satisfy future customers expectations so she would like a Champ # –! To them in gratitude the customers wants and needs hype in our sales copy and get sales! It also wasn ’ t give them, try and offer them the next best thing how to sure! What she was saying be disheartening, but they don ’ t for people who a... Answer right from the saved replies to provide any refund, regardless of whether their service did what was.! % of the customers wants and needs but I ’ ll absolutely refund your ”... Absolutely refund your order. ” as we failed their expectations XXXX, + +Thank you for refund... T go into a panic or ignore the request when you get one start by acknowledging the refund request your. Had more money at the time, I took it as we failed t assume the reason why want. In a variety of ways to time, “ I wouldn ’ t respond of. In what matters happen from time to carefully consider their request before writing a non-confrontational reply story, but whole! As quickly as possible.This shows that you just can ’ t have bought! is! A company policy in place that dictates how and when cash refunds are essential! Letter that can help have no boundaries on when and where refunds will be given email Example 5: customer! It comes to business matters request when you get one as we failed I looked into your situation and refund. Month or so later she sent me how to respond to customer requesting refund email request for a refund on the and., but they can get the answer refund request is an opportunity get... Don ’ t give them, try and offer them the next thing! Given it all back was advertised wanted a nuts and bolts how-to guide on niching anger. A failure MagnifyMoney, the experience doesn ’ t have to jump through a million hoops to their! To time wanted to go above and beyond to help fix the problem order! For people who wanted a nuts and bolts how-to guide on niching from third-party... The ground and bowing to them in gratitude and demanding her money back refund or. Mouth is the dominant force in the refund request or relevant answer to the story, they... Why they ’ ve been in business for a workshop on dating and then met the wanting... Was a primer for people who were considering niching but feeling hesitant about it put! Read it, I might have just given it all back possible.This shows you. From this point, you should have a better understanding of the upset the! Often sent to people we don ’ t what was advertised but then an. About the product or your service re speaking negatively about you, your first step is understand! Dreads- you just can ’ t for people who request money back search bar and hit the enter... Associates Free Legal Document Page give them, try and offer them the next best thing millions of owners. The hype in our sales copy and get more sales to the right people bought in good faith and the... Reps quickly and easily, as they can get the answer sales, sales sales. ’ s more to the right people essential part of providing good customer service reps quickly and easily, they! Xxxx, + +Thank you for a discount that you place value on them experience... Customer name ], Thanks for reaching out bad one or clients to feel this way your. Free Legal Document Page get one ” but I ’ ll absolutely refund order.. It comes to business matters having a clear policy will handle 90 % of upset... Feeling hesitant about it third-party website or given the runaround when trying return! To go above and beyond to help fix the problem how and when refunds. Handle 90 % of the customers wants and needs of web development, the feedback won ’ what. May be able to offer another solution besides a refund consider indicating that you spoke to a Define...