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How Do You Deal with Unreasonable Refund Requests?
It's incredibly frustrating. You work hard to create a product that genuinely helps people, only to have customers come back and ask for refunds after they’ve fully benefited from it. My team and I established a clear non-refundable policy from the outset to prevent this exact situation. Yet, here we are, dealing with requests that completely disregard the terms they agreed to.
When I get these requests, my initial reaction is to ignore them. But I worry that some might file a credit dispute, which could lead to even bigger losses. How do you handle situations like this?
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Katrina Rodriguez
It's painful, but in my experience the best thing to do is give the refund. It disarms an unhappy customer and leaves the door open for them to return as a customer in the future.
Also agree with the other comments here that unhappy customers can risk bad reviews and vocal, negative publicity.
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Yeah refunds can suck but better to just eat the cost than risk bad reviews and unhappy customers IMO. Esp the really loud, annoying ones who you know would blow it up. Not worth the headache!
Are you getting a lot of refund requests even with the 7-day trial?! Majority of human psyche will be quick to complain than to praise; can see it being harsh and difficult about refunds, because then the word spreads negatively.
Maybe, promote refunds only granted by filling out a feedback form created to gather information to hopefully improve? On your product’s pricing page the terms of payments/refunds is crystal clear; possibly rather than full refunds (which is beyond ridiculous for any business, after goods are used) shift to some sort of prorated refunds?
Give the refund to avoid bad reviews, but make sure your refund policy is clear upfront to minimize unreasonable requests. Consider offering store credit instead of cash for sketchy or abusive requests.