I think we all cringe and dread when we open our mail box and see that dreaded “Refund Request” in subject line. And I guess we dread it for a number of reasons.
1.We know that that person got use of our product and didn’t have to pay a cent for it (and it can be a disturbing thought but it does happen… some people are just habitual refunders)
2.Advertising isn’t cheap and when you’ve paid to get that customer in it can feel like a beat around head when you not only refund money but it often incurs a fee for refund purchase, so now you’ve just paid that customer to have your materials
3.Organizing a refund could be time spent better doing other things
The best thing you can do for yourself and your company is to keep a “cool head” about it. Getting all nancy about it even if it is a “habitual refunder” can do more damage for your name in long run.
I’m sure we’re all aware of statistics of if someone has a bad experience with your business they will tell 11 people about it, if they have a pleasant experience they will only tell 3 people about it.