How if a buyer asked for refund with no reason?

archhosting

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I would refund them as long as they have decent moral intent and aren't trying to take advantage, even if it's outside of the TOS. It's much better to refund them and have a happy client that might come back, rather than not refund them and have a pissed off client that will send you hate mail and tell everyone to stay away. But it really is on a case-by-case basis.
 

Collabora

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What you will do if a buyer is also a reseller and buys hosting services from you and then asks for refund with no reason at all? Should you refund your client?
We offer 30-day, no questions asked refunds on web and enterprise email hosting. We also offer pro-rated refunds on annual plans. Once in a while a customer will ask for one outside of that for honest reasons, for example, they forgot to cancel hosting and renewed accidentally
 

ikalf

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Depends what did you stated in your TOS and AUP.
If you have no questions asked refund, then yes, you need to refund.
If not ask why they want a refund. For a good reason you can refund, like Collabora said, they forgot to cancel and they have a PayPal subscription they forgot about.
 

PaperWolv

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This is why having detailed Terms of Service is important. If you offer a money back guarantee then you need to honor it regardless if they provide you a reason for a refund because that should not matter what their reasoning is (unless your terms require the customer to provide you with a reason to receive a refund, which I've never seen any company require this). You could always refund them and politely contact them and ask them if they would be willing to give you details as to why they are requesting the refund so that you can take their feedback and use it to better your company.

Even if a customer requests a refund and provides you with a reason for cancelling it doesn't necessarily mean they are being truthful with you so you have to take that into consideration too. We've had customers in the past that have signed up for service and use service for a few days or weeks only to then request a refund due to "packet loss" or "bad connectivity" yet when we look at bandwidth usage for their service we find massive amounts of network traffic from the day of sign up all the way thru until a few days before they put in a request for cancellation.

These types of customers are completely taking advantage of the money back guarantee because they only plan to use the service for a certain period of time and they know that they can just get their money back when the refund period approaches. Some have gone as far as completely corrupting the operating system beforehand because they may have been doing something against the TOS which would void their claim for a refund and force us to honor the request.

TLDR: If your TOS offers a refund and they request it within the agreement time frame and meet all requirements for a refund then you need to honor this regardless of if a reason is given or not and even when a reason is given it may not even be a legitimate reason so cancellation reasons should not always be taken at face value when you are working on improving customer retention.
 
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