| As an online merchant, one of the things you should | | | | names, valid email addresses, phone numbers, and |
| be wary of is celebrating after making a sale. You do | | | | postal address. Make it part of your purchasing |
| not know it yet but one of your customers may be | | | | procedure to have customers verify their given |
| contemplating getting a chargeback or demanding a | | | | information before effecting the sale. This reduces |
| refund. When you do get a customer who is | | | | chances of refunds claiming identity or credit card |
| demanding for a refund, do not give in instantly. You | | | | theft. For added protection on your part, ensure that |
| might be surprised but more than half of all the | | | | you use a secure and efficient payment and |
| refunds demanded were not because of credit card | | | | information system. |
| fraud or faulty products. Most of these refunds are | | | | 3. Provide accurate product details, pictures, and |
| demanded by unscrupulous customers who bought | | | | relevant information. |
| your products or e-books with the full intention to | | | | Most refund claimants say that product dissatisfaction |
| make copies of these and refund their original | | | | was their motive for demanding a refund or that the |
| purchases. Although it is more difficult to settle | | | | product they received or downloaded was different |
| refund issues on online products like e-books and | | | | from the one they paid for. Avoid this mess by |
| other downloadables, below is a guide on surviving | | | | giving accurate descriptions of your e-books and |
| refunds and minimizing them: | | | | other product downloads. Offer excerpts, chapter |
| 1. Use the money back guarantee to your advantage. | | | | summaries, audio clips, or software demonstration. |
| Almost all customers who have inquired about | | | | This may seem like a huge effort but it can provide |
| money-back guarantee policies have the full intention | | | | you with protection should the customer decides to |
| to use them, often immediately after downloading | | | | demand a refund based on the given reasons above. |
| the product and making copies of it. So if anyone | | | | 4. Require customers to read your terms and |
| contacts you or your staff through your website, | | | | conditions before making their purchases final. |
| email address, or phone about the existence a | | | | Ensure that your terms and conditions provide you |
| money-back guarantee and how it is effected, you | | | | with thorough protection against unscrupulous |
| and your staff should answer all inquiries politely, but | | | | refunds. Make your terms and conditions visible in |
| offer no additional information. Most importantly, get | | | | your website, your product, and in the delivery email. |
| this "potential customer's" name and address and | | | | Have a delivery tracking software to track whether |
| BAN him or her. Prevention is always better than | | | | the downloaded product or e-book was actually |
| empowering a refunder waiting to happen. | | | | delivered. Set a strict time frame for refunds and |
| 2. Collect pertinent information and verify authenticity. | | | | enforce it. |
| Before effecting a potential customer's purchase, | | | | 5. Join a credible and secure internet marketing and |
| take the time to collect important information like | | | | affiliate network that allows you to control refunds. |