I've been selling all kinds of digital products for nearly 10 years and always approve any refund request and offer a 60 refund period.
- A refund request creates an opportunity to talk to the customer before they churn.
- There's less risk of purchasing the wrong product resulting in a better conversion rate.
- A long refund period communicates confidence in your product.
- There's just not many customers that ask for a refund.
- When a customer forgets to cancel their subscription, refund. We all forget sometimes. It's the perfect moment to show great customer service.
- Your brain cycles are better spend working on your product than debating a refund request. Approving a refund results in instant mind space.
- If customer requests don't match up with the roadmap, be pro-active and offer a refund. In my experience customers often don't want one but very much appreciate the gesture.
- Having a clear path to a refund request reduces the risk of creditcard chargebacks.
- Customer very demanding on support? Looks like the product isn't a great match? Take your loss and offer a refund. It's often a win for both parties.
- If you make a big deal out of every refund request you risk losing a customer forever. Approve that refund and create goodwill. Instead of badmouthing you, that customer can share a positive experience even though the product wasn't perfect for them.
See refund requests in a positive light. Learn about your customer. Say goodbye with a positive vibe. Don't spend your energy debating, that energy is better spend elsewhere.