We all hate refunds, especially those that we just know are bogus. You know the ones I’m talking about. The customers who buy your product and return it five minutes later. There’s really nothing we can do about serial refunders. However, there is plenty that we can do about legitimate refunds if we simply work hard enough to understand why the person asked for a refund and then act on the reason. This article is going to show you how I personally turn many refunds into sales.

The first thing I do when I get a refund request is look at the reason. Now, many customers will simply write to you and say something like, “Please issue a refund for this purchase” without giving any reason at all. What I do in this case is write back to them and ask them specifically what the problem was. Now, if they say something to me like, “This product just isn’t for me” then I take it to the next level. I ask them why and then ask them what specifically they were looking for. In other words, I try to get the customer to engage in dialogue with me.

After I get their explanation for why they’re asking for a refund, I then have to make some decisions. In the cases where I am told that the customer was looking for something specific, I then look over my product inventory and see if I have anything that will satisfy their needs. I then have to make a judgment call as to whether or not I am going to offer that product to them in exchange. If the product is of equal value or even slightly higher value, I won’t have any problem offering it as an alternative. You have to decide what your personal cutoff is.

Finally, I either make the offer or refund the purchase, depending on whether or not I think it’s worth it to offer the alternative. If the person accepts my offer, I send it out. If not, I offer the refund. Now, you’d be surprised at how many people will take me up on my offer. Most people really are looking for a solution to their problem and if you can give it to them, they’ll be very happy. Most people don’t really want refunds.

If you follow this simple advice, you will find that you can turn many of your refunds into sales as well.

To YOUR Success,

Steven Wagenheim

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