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How To Deal With Refunds: A Lesson I Learned

Posted By: John Hocking
Date: Wednesday, 27 September 2006, at 6:42 p.m.

I have resell rights to a product that gets pretty good sales.

Every once in a while I do get a refund request. Until now I have just been ignoring them. I figured that it was the person's right to request a refund.
Maybe they were just another scammer hoping to get the course for free.

Well lately I have been thinking about putting together a bonus package that would A) help increase coversions and B) lower the rate of refunds.

Yesterday I got a refund notice from Clickbank. I am not sure if this notice is new or not but it did include the buyers reason for asking for the refund and included the buyers email address.

The reason? "The product was not what I expected"

This made me wonder what the buyer had been expecting from the course.

I wrote to the buyer saying I was sorry she had requested a refund and asked her if she could explain to me what she had been expecting from the course.

I told her I was working on a bonus package for the program and that if she would help me I would provide her with access to the bonuses even though she had already received the refund.

A short time later I received a detailed response from her. She explained that she already knew how to create a viral ebook (the purpose of the course) but she need to know how to market it.

Her answers did shed light on some pretty big holes in the course.

I could clearly see that if I could find a way to answer the 6 questions she had given me, I would have the PERFECT bonus that would increase sales and reduce refunds.

Heck, I would have enough to create a completely unique product that would complement and maybe even outsell the original product.

I even offered to use her viral ebook as a case study on how to apply the viral marketing techniques to promote her ebook.

As you can see, one simple email turned a lost sell into a greater opportunity.

I am not saying the results will be the same every time, but you will never know the results unless you try.

John Hocking
http://www.viral-ebook.com

Learn How to Create Viral Ebooks

Messages In This Thread

How To Deal With Refunds: A Lesson I Learned
John Hocking -- Wednesday, 27 September 2006, at 6:42 p.m.

Fanstatic Advice
Dave Floyd -- Thursday, 28 September 2006, at 12:42 p.m.

Re: How To Deal With Refunds: A Lesson I Learned
Amy -- Thursday, 28 September 2006, at 6:34 p.m.

Re: How To Deal With Refunds
Roger Willcocks -- Thursday, 28 September 2006, at 7:59 p.m.

Re: How To Deal With Refunds: A Lesson I Learned
Pamela Heywood -- Friday, 29 September 2006, at 10:27 a.m.

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