I think a man is trying to abuse my refund policy

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Nicolass

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I run a small marketing/editing website and I'm posting my journey in another section of the fourm. I got a guy who chatted into my live chat while I was online and asked about the refund policy. I offer a full refund (not prorated) if you dont enjoy your service within 7 days. You pay $30, do not like, I give $30 back. Simple. To sum up the service, you pay a monthly fee for someone to manage/run your YouTube channel and do a lot of things for you like editing. Wont link it here because I dont want to get banned.

He got very happy when I told him you get a refund if you didn't enjoy the service in 7 days, then I immediately got two orders right after for two different YouTube channels, which is super uncommon as orders are rare for me. Then he requested I edit two different videos, one for each channel, make thumbnails, optimize videos, and more. I'm really concerned he just wants me to do everything for him for free and then request refunds.

Will paypal protect me if he tries to charge back if I refuse to refund due to the circumstances? Or should I just cut him off the service now without explanation? (Then he will probably leave a bunch of bad reviews) I dont know what to do and I am worried that this will go terribly for me either way. My only options are 1. Do work for the guy then he requests refund or 2. Cut him off and get bad reviews

I'm 100% positive he is going to request refund to. Nobody ever came on hot asking about the refund policy. Wtf do I do
 
Change your refund policy,
Refund only when you can't/didn't do the job,
Trials and money back guarantees always get abused
 
My gut instinct tells me this guy's interest is in finding an exploit, not a provider qualified for the job.

If he was that excited and only concerned with the option of a refund and immediately placed a two-account order for editing work (which can be costly, and he knows that), I'd be apprehensive about rendering services and would likely refund him as his motives are rather clear.

Personally, I wouldn't take the chance. However, in the event of a dispute, you would likely be covered as PayPal doesn't offer buyer protection on intangible purchases (but that doesn't me he's not using his credit card to pay you, in which case, a chargeback could be made).
 
I think you should change your refund policy. It is good you want to satisfy your customer with the top notch services but reward yourself when you really worked hard and put your soul into it. Whatever you do many times customer will never be happy and it's ok to refund if you don't deliver what you promised. Refund policy should be depends on when you failed to do your job or not completing in TAT. That policy shouldn't be depend on customer satisfaction.
 
I have updated the refund policy and cut him off the service. It's like 2am so I wont be expecting a response from him immediately.

Refunds are now fully prorated and determined under our jurisdiction. No more money back guarantee if you have buyers remorse. If people aren't happy with the service then prorated will still be an option though. Any error on our end will also be suitable for prorated refunds. (Or full in some circumstances like never receiving services)

Saved myself from a bullet :alien: getting ready for the reviews :weep:
 
Consider that this guy has done you a favour highlighting a big floor in your policy.

You can’t open a dispute if you offer that refund policy. I think you have to suck this one up, then change the policy and don’t offer that. Especially if you are in a business where you can work with complete strangers around the world (less loyalty).

Thread answered.

Thread closed seeing as this is a little bit too promotional in its nature.
 
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