When I first started selling products online the last thing on my mind was having someone request a refund. In fact, in those early days refunds were something that happened to “other” people, not me. Refunds were for Wal-Mart or products that were shams. Yet, it was bound to happen to me, just as it does anyone else who is selling online. When I did receive that first refund request I thought “How Dare Them!”, how could anyone dislike my product? After all, I spent hours pouring my heart and soul into it. I wanted to tell them that I couldn’t give refunds and they should of thought about their reasons before they purchased. However, I came to my senses and processed the refund for the customer.

Since those early days I have processed hundreds of refunds. Yet, I have made thousands of sales, so it’s not as bad as it sounds. My refund rate has always been much lower than average and there’s a reason for that. Having so many refunds over the years has taught me a lot about how to keep your customers happy and keep them from wanting a refund. Yes, you can actually turn a refund request into a happy paying customer.

People request refunds for all kinds of various reasons. If you can find out what that reason is and fix it, then in most cases you can prevent a refund. That’s really all there is to it. So instead of just accepting refunds, I always at least ask them why they think they need a refund and if there is anything I can do to help them. I have on occasion offered a few extras if the customer was unhappy in order to make up for whatever problem there was. Usually just a bit of extra time and a personal touch is all the customer wants. Therefore, if you can connect with the customer and help them find a solution to the problem they are experiencing with your product you have a much better chance of keeping them as a customer as well as keeping the sale.

What you should never do though is make it complicated for the customer to get a refund or be pushy about it. That will only make the customer want a refund even more in addition to pissing them off. If you ask your customer why they want a refund and they don’t give a reason or simply say “I just want a refund”, then just give it to them. You’re not gonna save all your refunds, but you can be courteous, helpful, and offer to help them out in order to keep them as a customer. If they don’t want your help or your product it’s okay, enough people will.