What would you do if I told you I want a refund for your product or service?

Do you have a pre-established process for handling this type of request?

Do you have a set of emails to send?

Do you have someone else handling these requests so that you don’t have to?

After a really great conversation in my mastermind group about handling refunds, I realized that this is one of those kryptonite parts of business that totally paralyzes many entrepreneurs.

It absolutely sucks when someone tells you that they don’t love your product.

It feels super shitty when a client says that you’re too expensive and they’re not happy.

But these things happen and they happen to everyone. The best thing you can do is prepare yourself and your business for refund requests so that you can handle them like a champ!

Click “play” on today’s video to learn how I handle refund requests for things like The Sales Page Kit without getting the least bit upset about it.

 

#1 – Refunds happen

If you don’t set up a system for processing refunds, you’re acting as though they’re not going to happen. But they will!

Please do not make it your goal to “never get a refund request”. That’s not a reasonable goal.

So like, let’s put a system in place so that you don’t get depressed when a paying client asks for a refund, eh?

Here’s what you need to do:

#2 – Make your policy super clear

You need to lay out your refund policy on your sales page (for products) and in your contract (for services).

This way, you can always point people back to your refund policy whenever someone asks for a refund.

Not sure what your refund policy is? Your job is to create one, sister (or brother)!

#3 – Pre-write email responses

When someone requests a refund, you need to IGNORE their emotional drama and look at the facts:

• Are they within the timeframe to qualify for a refund?
• Have they fulfilled the requirements for a refund?

Consider all of the scenarios and then write out email responses for each of them right now. Never, ever, ever write a response to someone asking for a refund when you’re angry about it. You do not want to add emotional details to the response. Just facts.

That brings me to my last point…

#4 – Outsource it!

You should never handle your own refund requests. It’s just too murky of a situation.

Instead, train your VA or someone on your team to check your customer’s eligibility for a refund. The only thing you need to do is give the final approval for the refund. That’s it!

Tell me in the comments below:

Which one of the above steps do you most need to add to your business so that you can handle refund requests like a champ?

 

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