Refunds are killing me - Please help?

Phobos

Registered Member

Apr 22, 2011

94

30

• Nov 7, 2014

• #1

First off - apologies if this is the wrong section.

We've recently launched a plugin that was in high demand (in our niche) and fulfilled a big need. Since it accomplished basic functionality, and is still considered a "work in progress" - we are still selling the plugin, along with offering excellent tech support, as well as a dedicated Facebook user group. We've offered an unconditional "30 days or your money back" policy for this plugin - and it is backfiring massively on us. We're bleeding money just because many people show up with unrealistic expectations about the plugin, or refuse to contact Tech Support and just need their money back.

Can we look at adding a few terms and conditions to our REFUND POLICY? Any suggestions you guys might have, to minimize the amount of refunds? Some policies for ex: You are not allowed to ask for refund if you didnt make an effort to contact Tech Support, etc.

Please help!

 

V

Vouro

Newbie

Sep 27, 2014

10

1

• Nov 7, 2014

• #2

Do you have documentation for the plugin? what is the main reason when people ask refunds?

 

Univa

Elite Member

Jan 15, 2013

3,591

1,816

• Nov 7, 2014

• #3

Even if you add this thing : You are not allowed to ask for refund if you didnt make an effort to contact Tech Support, etc.
It wont minimize the refund thing.

My suggestion would be to add like. If our Tech Support isnt able to get it working at your end we will get it refunded

 

Phobos

Registered Member

Apr 22, 2011

94

30

• Nov 7, 2014
• Thread Starter Thread Starter

• #4

Thanks for the replies you guys!

Yes - we have documentation - here are 4 reasons why people ask for refunds:
1)-Customer didnt want to read the doc and perform the steps listed
2)-Customer didnt want to Try the plugin even once and requested refund
3)-Customers Expecting new features what we dont have - we are always developing more and more features everyday though
4)-Sometimes, they lose patience and can't even wait for a couple of days to resolve the issues, if any

Thanks "thehacker" - this is going on our Terms and Conditions right now!

I'd appreciate more Terms like these - any more ideas?

 

Repulsor

Senior Member

Jun 11, 2013

904

357

• Nov 7, 2014

• #5

If our techies cant make it work right for you, we will gladly issue a refund.

Add a live chat to your site if there isnt one already. Will have a crucial role in the number of refunds.

 

Last edited: Nov 7, 2014

Z

zubidoo

Power Member

Dec 27, 2013

740

326

• Nov 7, 2014

• #6

I would say terminate your refund policy and only grant refunds if the issue cannot be fixed.

 

Phobos

Registered Member

Apr 22, 2011

94

30

• Nov 7, 2014
• Thread Starter Thread Starter

• #7

A complete termination of refunds? How do we frame this nicely? And without attracting negative reviews on Marketplaces?

 

S

SocialMediaManager

Elite Member

Sep 20, 2012

1,702

750

• Nov 7, 2014

• #8

7 Days refund Policy instead of 30 days would be better

 

Phobos

Registered Member

Apr 22, 2011

94

30

• Nov 7, 2014
• Thread Starter Thread Starter

• #9

Awesome, so we have :

1. If our tech support isn't able to get it working at your end, we will refund
2. Add Live Chat to the website
3. Reduce 30 days refund policy to 7 days
4. Alternatively - NO REFUND policy - only refunds considered when plugin absolutely does NOT work on end user's side.

These are amazing suggestions guys - thanks a lot! I'd love to see more thoughts on this, we are kicking this into effect on Monday, hopefully November is a better month than last because we bled so much this month that we considered pulling the plugin from Marketplace

 

umerjutt00

Elite Member

Oct 28, 2011

4,373

2,493

• Nov 7, 2014

• #10

Offer free installation + setup of your plugin [if users are demanding refund because they can't setup it properly]
Live Chat
Set the Money back to 7 days or something.. 30 days is way too much.
Refund will only be issued if our tech team to solve your problems.. what about that?

BTW, what's your plugin?

 

Phobos

Registered Member

Apr 22, 2011

94

30

• Nov 7, 2014
• Thread Starter Thread Starter

• #11

Thanks Umerjutt! It's a plugin that integrates Infusionsoft with WordPress

 

K

kypso

Junior Member

Apr 18, 2014

162

22

• Nov 10, 2014

• #12

I would check also the sales page for the plugin - maybe it is promising more than it can do in the moment. Also another reason can be that users expecting software that is not a work in progress.


K.

 

PHPInjected

Elite Member

Executive VIP

Jr. VIP

Apr 25, 2014

6,918

12,423

• Nov 10, 2014

• #13

Where your refund policy is, I would replace that with, "To get a refund, please contact tech support here (have a link, contact form, or live chat), however if this exceeds 7 days from the purchasing date, we cannot offer a refund". Something to that extent.

 

Herc1

BANNED

Apr 27, 2014

57

6

• Dec 1, 2014

• #14

Even in my niche i face this sort of issue. You need to hire a Legal team for that and see what your country laws state for this.

 

GlobalSolutions

Regular Member

Jr. VIP

Mar 3, 2010

405

45

• Dec 3, 2014

• #15

Figure out the issue they are asking for refunds rather than updating TOS imho.

 

T

thebizwiz

BANNED

Aug 27, 2014

43

2

• Dec 3, 2014

• #16

Phobos said:

First off - apologies if this is the wrong section.

We've recently launched a plugin that was in high demand (in our niche) and fulfilled a big need. Since it accomplished basic functionality, and is still considered a "work in progress" - we are still selling the plugin, along with offering excellent tech support, as well as a dedicated Facebook user group. We've offered an unconditional "30 days or your money back" policy for this plugin - and it is backfiring massively on us. We're bleeding money just because many people show up with unrealistic expectations about the plugin, or refuse to contact Tech Support and just need their money back.

Can we look at adding a few terms and conditions to our REFUND POLICY? Any suggestions you guys might have, to minimize the amount of refunds? Some policies for ex: You are not allowed to ask for refund if you didnt make an effort to contact Tech Support, etc.

Please help!

Click to expand...

Refunds can be crazy and I know first hand. I have had dozens of offers over the years all with merchant accounts attached to them. Reason I bring that up is because solid terms and conditions are needed in order to get one.

Take out the 30 day and change it to 5 day. If you are using the 30 day as advertising then stop and focus more on the selling the product functions etc or leave it the same but just take out the 30 day.

Also I would add a return fee for administrative cost which will be in your TERMS AND CONDITIONS page. I would need to see your page before giving more details but feel free to PM me about it.