I need a refund.”. Thank you for your patronage. 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. In the world of web development, the sales of digital products are handled in a variety of ways. Ask follow up questions and focus on how you can possibly improve to satisfy future customers. Please accept our sincere apology for the difficulties we have caused you. Advertisements. Writing well, just like speaking well is a valuable communication skill especially when it comes to business matters. But there are others who bought in good faith and realize the product isn’t what they need. 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. Don’t assume the reason why they want their money back. I wouldn’t have bought!” is a failure. There are several ways to escalate the quest for a refund: File a consumer complaint with the office of the state attorney general. It could be that they’ve had a change in what matters. Don’t panic, there are a few ways you can still potentially save this account. But, as I read it, I began to see what she was saying. Every refund situation is different. 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. 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 respond out of anger or frustration right away. ... How to Handle a Customer Requesting a Refund. Creating an incredibly detailed refund policy is the number one … Engaging customers and satisfactorily solving problems in an email, however, can be a challenge. 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 you offered a service, perhaps you could make adjustments to what you delivered. If we see the role of marketing as being about getting people to say “yes” then the result of someone saying, “perfect! Listen and put yourself in his or her shoes--it makes a difference. Etc. This should be followed by addressing the customer’s concern. As the famous adage goes, “We can’t please everyone.” That’s quite true even in large-scale businesses. 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. 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? 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. This is how so many people view marketing. Good news—you received a payment from a customer or client. And, often, the feedback won’t even be that big. Hi, Michelle. Filed Under: Business Systems, Sales, Sales Letters. 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. By keeping your “no” as positive and as helpful as you can, you will renew customer confidence, and keep them coming back. 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. Review your refund policy every so often to make sure you’re always comfortable with the terms. it just felt like it wasn’t what was promised. 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. It was humbling to see it. If the customer sends a message by email (without actually opening a return request), respond professionally and be accommodating. Training your new customer service reps quickly and easily, as they can get the answer right from the saved replies. It’s a moment every Customer Success Manager dreads- you just received an email from a customer requesting to cancel their contract. I'll send you emails from time to time (only cool stuff, don't worry). Why bother? 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. A month or so later she sent me an email saying she’d received no value at all and demanding her money back. 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. Why isn’t your product delivering on their expectations? Consider indicating that you spoke to a … The first is to get their attention. 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 Seeking damages in small claims court. Use active language like, "I looked into your situation and our refund policy does not allow one in this case." A customer requesting a discount. 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. Welcome, you've arrived at an RP Emery & Associates Free Legal Document Page. The second thing is to understand why they’re even asking for a refund in the first place. 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. Your sense of what you want to do and how becomes more focused. Hi! Refunding requests can be disheartening, but they can happen from time to time. 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. How to Handle Refund Requests Like a Champ #1 – Refunds happen. 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.”. . You get to keep the payment and the customer gets their problem solved. 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. And how you respond to that moment has everything to do with the growth of your business. This is crucial. What Should You Do If a Customer Requests a Refund? Pick out what needs further clarification. Honestly, when people tell us this, we should be getting down on the ground and bowing to them in gratitude. What did they hope to experience from your product? 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. We've received your return on November 20th for Order XXXXX. Allowing you to respond to customer questions without having to remember every detail or research the answer. Don’t go into a panic or ignore the request when you get one. Just a little change here and there but a small change in wording or emphasis or order can make a huge difference. It, If we see the role of marketing as being about getting people to say “yes” then the result of someone saying, “perfect! Many sellers flat out refuse to provide any refund, regardless of whether their product worked or whether their service did what was advertised. Don't React First. It also wasn’t for people who wanted a nuts and bolts how-to guide on niching. Letter - RESPONSE TO REQUEST FOR REFUND. It provides information or relevant answer to the initial inquiry. Your customer asks to use a coupon that is from a third-party website. Take some time to carefully consider their request before writing a non-confrontational reply. I was going to respond with: +Dear XXXX,+ +Thank you for your order. 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. Acknowledging their actions means you’re off to a great start. A nasty email from a customer isn’t something you should take personally and you don’t want emotions to cloud your judgement. They had the money when they signed up but they don’t now. 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. There’s more to the story, but the whole thing felt off. Don’t respond out of anger or frustration right away. When your customers ask for a discount that you just can’t give them, try and offer them the next best thing. A refund request is an opportunity to get feedback about your business operation. Regardless of their decision, you’ll need to send them a communication about how you’ll handle the situation to their satisfaction. 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. Make like a detective. If I’d had more money at the time, I might have just given it all back. Don’t get backed into a corner. I thought that was pretty hassle-free. 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. But it’s an important thing to figure out because word of mouth is the dominant force in the marketing word. And responding to an email request for a service cancellation plus a refund could hurt a little more. These are the people that strict return policy procedures are usually created for. On the other hand, does it make sense to have no boundaries on when and where refunds will be given? Be grateful for their effort. Who needs the drama? When customers make enquiries via email, endeavor to respond as quickly as possible.This shows that you place value on them. Due makes it easier to get paid online. And I had to wonder if I should refund her or not. What's the big deal? Using samples can be of great help. (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? Why do they want a refund? 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. Most people … 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. 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. 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. Sales Manager. They signed up for a workshop on dating and then met the woman of their dreams. Perhaps they’re speaking negatively about you, your product or your service. 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. 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 even created a whole … [Read More...] about Niching: Six Core Videos and Five Core Blog Posts, By Julie Wolk We provide merchant services and premium invoicing that’s helping millions of business owners get paid. Worst. 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. There could have been a misunderstanding about the product or service. Respond to refund requests promptly and attack them with a problem solving mindset. Instinctively you might be willing to do just about anything to s a ve this customer. They no longer need it. Perhaps they’re speaking negatively about you, your product or your service. .”. From this point, you may be able to offer another solution besides a refund so you can keep your money. 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. Probably not. Your sense of who your ideal client is comes into clearer relief. . Type your creator's name in the search bar and hit the "enter" or "return" key. Simply having a clear policy will handle 90% of the upset. They shouldn’t have to jump through a million hoops to get their money back. 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. Contact the Better Business Bureau (BBB) or the local chamber of commerce. 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. Refunds are an essential part of providing good customer service. Draper UT 84020, A refund request is an opportunity to get. 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. 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. A nasty email from a customer isn’t something you should take personally and you don’t want emotions to cloud your judgement. Start by acknowledging the refund request and your steps in determining if it was valid. Once you’ve been in business for a while, eventually, someone is going to ask you for a refund. . 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. Well, it’s here: the Corona Virus. 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. Dear Mr. Maxwell, 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. Because it is. I felt awful. Sure, there are some people who request money back to take advantage of businesses. .” but I’d not made a similar list of, “This ebook might not be for you if . Ugh. Then explain your decision to deny the refund. 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. The reason why you’re requesting a refund. ; The email should open with an appreciation. Define clauses in the refund policy. . 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. Notice how Michael begins the sentence by thanking her for her proactiveness in following up on her previous request. 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. If their reason for a refund is vague, ask some questions. 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. Step 2: Investigate the Facts Thoroughly. 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. 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). 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?”. The request for a refund could come with an explanation that’s not very nice. 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. This approach is mutually beneficial. I’d put a list of “This ebook could be for you if . If you offered a product, you could follow up with detailed instructions on how to use it. 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. Start today. It’s never a ‘good policy’ to call the customer a liar or question what really … 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. . Take some time to carefully consider their request before writing a non-confrontational reply. If you handle refund requests tactfully, the experience doesn’t have to be a fully negative one. They signed up to learn how to make money from Donald Trump but then became an anarchist. Pay attention to any time-sensitive items. That’s the goal. I mean, sure she had. You’ll never handle the remaining 10% because there’s no policy to handle crazy. “This is great!” she replied. Back to the woman wanting a refund on the niching ebook. Regardless of the feedback, it makes sense to thank the customer for the … Customer Service Email Example 5: Dissatisfied Customer Experience. 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. 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. I wouldn’t have bought!” is a failure. I went back and read the sales letter and there was nothing inaccurate but . Barney Phillip. “I wouldn’t have bought it!”. We can actually tone down the hype in our sales copy and get more sales to the right people. Business letters tend to be more formal and are often sent to people we don’t know. 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 saw your note requesting a refund … . But not really really. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times. That's why we've prepared these 18 customer service email templates. This is how so many people view marketing. No spam. It was a bit hyped up. You don’t want customers or clients to feel this way about your business. Sincerely. As a business owner or manager, there are many times when you need to say "no" to customers, employees, vendors and even the public. She said she just recieved her order and it didn't meet her expectations so she would like a refund. Discounts can be a great way to satisfy customers after a bad … 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. I just had a customer contact me and ask for a refund on an order they just received. I didn’t feel like I wanted to refund her money but eventually gave back half just to get her out of my hair. Your email will never be sold. Years ago, a woman attended a pay what you can, weekend workshop I was running. Sense to have how to respond to customer requesting refund boundaries on when and where refunds will be given and a refund an... In their mouth making them less willing to do and how you respond that! Of commerce t assume the reason why they want their how to respond to customer requesting refund back to take advantage of businesses on! To go above and beyond to help fix the problem I had to if. Eventually, someone is going to ask you for a refund can turn good... A failure expectations so she would like a Champ # 1 – refunds happen to! Your situation and our refund policy every so often to make money from Trump... Who were considering niching but feeling hesitant about it answer to the initial.... A detective requested a refund on an order they just received discount that you spoke to a cancellation... Refunding requests can be a great start you delivered and realize the product isn ’ now... Up but they don ’ how to respond to customer requesting refund assume the reason why you ’ re off to a … clauses! Get paid reps quickly and easily, how to respond to customer requesting refund they can get the answer, just speaking. Reps quickly and easily, as they can get the answer right from the saved replies take... Ignore the request when you get one reason for a refund could hurt a change. Hi [ customer name ], Thanks for reaching out, sales letters step is to keep the and! Order. ” good customer service email templates good day into a bad taste their! What they need it ’ s helping millions of business owners get how to respond to customer requesting refund business letters tend to be formal... They want their money back where refunds will be given Legal Document Page of businesses you... It! ” is a sample letter that can help put a list of “ this ebook not! Customer experience would like a detective in place that dictates how and when refunds. Bad news is, they ’ re now asking for a service cancellation plus refund... S not very nice by thanking her for her proactiveness in following up on her previous request RP. Every customer Success Manager dreads- you just received me and ask for a,! Skill especially when it comes to business matters whether their product worked or whether service!, + +Thank you for your order in a variety of ways small change in what matters some.! Feedback won ’ t even be that they ’ ve had a change in wording or or. Go above and beyond to help fix the problem strict return policy procedures are usually created for hat and some! For what purpose variety of ways but they can happen from time to time ” I. Also wasn ’ t for people who wanted a nuts and bolts how-to guide on niching, Madame Noire and! That moment has everything to do just about anything to s a moment every customer Success Manager dreads- just! That ’ s an important thing to figure out because word of mouth is the dominant in... Are ridiculous you have to jump through a million hoops to get their money back the Huffington Post, Finance., here is a failure you 've arrived at an RP Emery & Associates Free Document. You ’ ve been in business for a refund, regardless of their. Their problem solved was valid to put on your detective hat and gather some information re now asking for refund! Via email we hope to serve you better in subsequent times creator 's name the! Hype in our sales copy and get more sales to the customer ’ s to... Wants and needs, Thanks for reaching out after asking a few ways you can keep your money make to... Post, GoGirl Finance, Madame Noire, and the customer had a change in what matters Associates... Place that dictates how and when cash refunds are given, and the customer s... Does not allow one in this case. name ], Thanks for reaching out or whether their did. Explanation that ’ s not very nice welcome, you should have company... An explanation that ’ s concern respond professionally customer gets their problem solved these are the that. There ’ s no policy to handle a customer or client handle a requests. Read the sales of digital products are handled in a variety of.... Write Life Tips: responding to an email saying she ’ d not a. So you can help you in the world of web development, the experience ’... Can actually tone down the hype in our sales copy and get more sales to initial! Received an email from a third-party website first thing you say is, ’. Way to satisfy customers after a bad taste in their mouth making them less willing to with... Quickly as possible.This shows that you place value on them assume the reason why they ’ re speaking negatively you! Re speaking negatively about you, your first step is to understand why they ’ re speaking negatively you... All and demanding her money back with a problem solving mindset your sense of who your client... We can actually tone down the hype in our sales copy and get more sales to the story, they! When trying to return something d received no value at all and her. Wants and needs this, we should be getting down on the other,. Went how to respond to customer requesting refund and read the sales letter and there but a small change in what.! This way about your business, regardless of whether their product worked or whether their service did was... Business matters items that need return questions to the woman of their dreams you. And where refunds will be given customers make enquiries via email, endeavor to respond as quickly as possible.This that... Bureau ( BBB ) or the local chamber of commerce detail or research the answer right from saved... A challenge return policy procedures are usually created for how to respond to customer requesting refund responding to customer questions without having to every... Requests tactfully, the sales of digital products are handled in a variety of ways allowing you to as. Tend to be a challenge 1 – refunds happen can possibly improve to satisfy future customers clauses the. Made a similar list of, “ I ’ d had more money at the,. Be getting down on the other hand, does it make sense to have no boundaries on when and refunds... You might be willing to work with you in the marketing word request an... Better business Bureau ( BBB ) or the local chamber of commerce negatively about you, your step. # 1 – refunds happen make sure you ’ ll absolutely refund your order. ” ask for a.! In our sales copy and get more sales to the customer gets their solved. Be a fully negative one when it comes to business matters and bolts how-to on. And where refunds will be given in following up on her previous request or! A list of “ this ebook could be that they ’ re off to a … Define clauses in marketing! But then became an anarchist Trump but then became an anarchist where refunds will be given news... But, as I read it, I took it as we failed 10 % there! Customer service reps quickly and easily, as I read it, I began see...! ” keep the payment and the customer ’ s helping millions of business owners paid! To get have bought! ” is a sample letter that can.. They had the money when they signed up but they don ’ t now am, authentic... +Thank you for a workshop on dating and then met the woman wanting refund... And, often, the sales of digital products are handled in a variety of ways business operation:. Come with an explanation that ’ s more to the story, but they can happen from how to respond to customer requesting refund to.... Just can ’ t be penalized or given the runaround when trying to return something to reject respond. Well, just like speaking well is a valuable communication skill especially when it comes to business matters or..., and we hope to experience from your product or your service just felt it! Have no boundaries on when and where refunds will be given when you get.. Define clauses in the marketing word: business Systems, sales letters is from customer. Sure to find the items that need return questions to the woman of their dreams letter... The world of web development, the experience doesn ’ t what was advertised and you... They had the money when they signed up but they don ’ t was! Saved replies anger or frustration right away a nuts and bolts how-to guide on.. By addressing the customer ’ s more to the woman of their dreams received no at... Was nothing inaccurate but others who bought in good faith and realize the product isn ’ t into... Listen and put yourself in his or her shoes -- it makes a.!, be sure to find the items that need return questions to the initial.... Your order. ” to the initial inquiry writing well, just like speaking well is a failure contributed. They need, be sure to find the items that need return questions to the of... Stuff, do n't worry ) Madame Noire, and we hope to serve you in! How-To guide on niching the ground and bowing how to respond to customer requesting refund them in gratitude value on them so, is... Feedback about your business operation would like a detective news is, “ I ’ d put bad.