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Doug Nebeker ("Doug")
How should I react to a refund request (which should not be fulfilled according to my refund policy):
"If I do not get confirmation of refund I will report you to BBB, and spend a whole day smearing you online, which I am sure will hurt you much more than my credit request."
Normally, I refund orders which does not meet refund policy if the client requests it politely. However, in this case it sounds to me like blackmail / extorsion. So, I do not want to refund it as a matter of principle.
I generally still refund when out of scope of the guarantee.
However, in the event of the sort of threat you got, then for me personally I would absolutely never refund. His threat email and the fact he is not in scope of your guarantee are sufficient that the BBB complaint will be closed, but the thing is you have to respond to it, and they might require you be a member.
"Our Privacy Act would have you charged or jailed quick-smart for that sort of thing."
Yeah, Australia's nice but the laws affecting small business aren't, nor are the basic costs of living. Not surprising they can't manage to manufacture anything significant, and have to resort to massive mining operations that rape the environment, protected by democratically elected extremists to get by. Meanwhile, countries with greater market freedom are doing fine without resorting to poisoning their own water.
Thanks for the follow up. Australia was actually my main choice to emigrate to since I really like my Australian friends and their joie de vivre, but it just wasn't going to work out. Since then things seem to have gone nuts over there. Hope you guys are able to regain control of your country.
Now that he's been refunded, would you ever sell to him again if he bought another license, or another product, from you? I used to think that was a bad idea, but then I've taken the view that if someone wants to throw money at me again, no matter how he behaved before, I'd be stupid not to take it.
> I've taken the view that if someone wants to throw money at me again, no matter how he behaved before, I'd be stupid not to take it.
But the point is this guy *didn't* throw money at the OP, because he got refunded. What he did was lend the OP a small sum of money for a short period (though misled the OP into thinking it was money he could keep), and then irritated him significantly. If you are into that sort of thing, then, sure, you'd be stupid not to sign up for another round of it.
I once refunded $20 to a customer who participated in our charity sale, i.e. it was not even us getting his money, but parents of kids with cancer. He did not bother to read what exactly he will be getting and wrote literally that he has "better uses" for his $20.
But, during the same or similar campaign, I mistakenly set a wrong price of $110 for the cheapest sale item, which supposed to cost $10. Before I noticed, dozens of people bought a $20 bundle, which included that item, instead. I emailed them all offering a partial refund, and I believe only one or two took it, with several others writing back "that's okay, it's for the kids", which was very sweet.
So, if you get many sales, some of them will inevitably be to a#$holes (though I'll admit that it's hard when your *first* sale goes to one). Just refund, thank them for the time spent on your product, and move on.
Wednesday, November 05, 2014
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