Hoping the wise women of BH will have some thoughts for me!
I have an online business and one of my products is a twelve months online course. You basically subscribe to it for $1 and get access to the first month's module. If you like it, then you receive a module a month for a year, and are charged automatically every three months for four payments. This is all set out very clearly in the initial agreement and there are step by step instructions about how to cancel your subscription if you take up the $1 offer and decide against continuing.
At times I have people email who sign up and then forget to cancel and when their first payment comes out, it triggers them to contact me and cancel. Even though in my purchase agreement it is clear that it is they buyers responsibility to cancel the subscription if they don't want the course, I normally do refund if someone has genuinely forgotten to cancel. The first payment is three months later, so essentially if they are doing the dirty on me, they have got four modules for $1. But I trust people, so I keep the goodwill by refunding if they contact me straight away.
Anyway, I've just had a lady contact me who has only just realised after the full year of payments that she forgot to unsubscribe and is asking for a full refund. With the course, each participant gets an email every single month letting them know that the next module has been released, so not only has she received twelve emails, but she's had four payments come out of her account - all of which she claims she knows nothing about.
Now normally I am a people pleaser and hate confrontation, but because of my overly generous nature my business is now in the sh!tter (long story) but I've been ripped off by staff, had customers pay for big price events and then cancel at the last minute and then demand their money back (even though I have a contract that states no refunds seven days out from an event). Normally I give the money back because I'm a sucker and I hate taking money from people when they don't get anything for it. This attitude has not served me well in business - obviously.
So with this lady, what do I do? It is clearly stated that it is her responsiblity to cancel the subscription to the course if she didn't want it. And I'm at the point where I'm sick of being taken advantage of - it's not this particular ladies fault - but I booked a ticket to seminar in a couple of weeks and as it happens I have to move house that day so I can't go. Do you think they'll give me a refund? No, they won't. But because I'm just a small business and people know me personally they figure they can demand a refund and I'll just give it.
I'm thinking of offering her a 50% refund - she has had twelve months access to the course whether she used it or not. What do you guys think?