+ Reply to Thread
Page 1 of 4 123 ... LastLast
Results 1 to 10 of 36
  1. #1
    Join Date
    Sep 2013
    Posts
    1,425
    Thanks
    12,373
    Thanked
    5,064
    Reviews
    0
    Achievements:Topaz Star - 500 posts

    Default Do I Give a Refund or Not?

    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?

  2. #2
    Join Date
    Sep 2009
    Location
    Melbourne
    Posts
    3,732
    Thanks
    906
    Thanked
    2,838
    Reviews
    1
    Achievements:Topaz Star - 500 postsAmber Star - 2,000 posts
    Nope, no refund. Nothing. Not even the 50% .

  3. The Following 10 Users Say Thank You to Moxy For This Useful Post:

    Ashram  (17-11-2015),babyla  (17-11-2015),babyno1onboard  (17-11-2015),Chillies  (18-11-2015),Frankenmum  (17-11-2015),JR03  (17-11-2015),LaDiDah  (18-11-2015),Ruby_Tuesday15  (17-11-2015),snowqu33n  (17-11-2015),Summer  (17-11-2015)

  4. #3
    Join Date
    Sep 2011
    Posts
    3,362
    Thanks
    532
    Thanked
    1,197
    Reviews
    9
    Achievements:Topaz Star - 500 postsAmber Star - 2,000 posts
    Quote Originally Posted by Moxy View Post
    Nope, no refund. Nothing. Not even the 50% .
    Agreed. Polite email saying sorry but I'm unable to offer a refund blah blah blah

  5. The Following User Says Thank You to shani2 For This Useful Post:

    Summer  (17-11-2015)

  6. #4
    Join Date
    May 2011
    Posts
    7,877
    Thanks
    3,397
    Thanked
    5,160
    Reviews
    8
    Achievements:Topaz Star - 500 postsAmber Star - 2,000 postsAmethyst Star - 5,000 posts
    Quote Originally Posted by Moxy View Post
    Nope, no refund. Nothing. Not even the 50% .
    Exactly this.

    Write a very clear but diplomatic email telling her no.

  7. The Following User Says Thank You to babyla For This Useful Post:

    Summer  (17-11-2015)

  8. #5
    Join Date
    Feb 2014
    Posts
    3,321
    Thanks
    335
    Thanked
    1,002
    Reviews
    13
    Achievements:Topaz Star - 500 postsAmber Star - 2,000 posts
    Quote Originally Posted by Moxy View Post
    Nope, no refund. Nothing. Not even the 50% .
    Agree,

  9. The Following User Says Thank You to maternidade For This Useful Post:

    Summer  (17-11-2015)

  10. #6
    Join Date
    Mar 2015
    Posts
    5,141
    Thanks
    998
    Thanked
    3,234
    Reviews
    0
    Achievements:Topaz Star - 500 postsAmber Star - 2,000 postsAmethyst Star - 5,000 posts
    At most I would refund 1 payment (as you have refunded that to people to 'forget') BUT I would be inclined to not refund at all in this case.

  11. The Following User Says Thank You to twinklify For This Useful Post:

    Summer  (17-11-2015)

  12. #7
    Join Date
    Oct 2007
    Posts
    23,244
    Thanks
    6,365
    Thanked
    17,643
    Reviews
    10
    Achievements:Topaz Star - 500 postsAmber Star - 2,000 postsAmethyst Star - 5,000 postsEmerald Star - 10,000 postsRuby Star - 15,000 postsDiamond Star - 20,000 posts
    Awards:
    Bubhub Blogger - Thanks100 Posts in a week
    Nope she's not entitled to any refund at all from my POV. Come on, seriously. It's been 12 months. I don't know how much you charge each time but you say there are four payments each quarter - I read that right? if she 1) hasn't had the sense of cancel 2) hasn't noticed all those payments in a YEAR (as if) then it's her own stupid fault,

    You sound like you bend over backwards to be fair, which is quite refreshing tbh but it's been a year. Too bad for her.

  13. The Following User Says Thank You to delirium For This Useful Post:

    Summer  (17-11-2015)

  14. #8
    Join Date
    Feb 2012
    Location
    Sydney, NSW
    Posts
    4,087
    Thanks
    1,466
    Thanked
    1,215
    Reviews
    0
    Achievements:Topaz Star - 500 postsAmber Star - 2,000 posts
    Tell her she's dreaming!

  15. The Following 2 Users Say Thank You to FirstTimeMummy2012 For This Useful Post:

    Renn  (17-11-2015),Summer  (17-11-2015)

  16. #9
    Mod-Nomsie's Avatar
    Mod-Nomsie is offline Administrator
    Winner 2009/10/11/12/13 - Most helpful Moderator
    Winner 2011 - Naughtiest/Cheekiest Mod
    Winner - Quickest 'Thanker' on the Hub
    Join Date
    Oct 2007
    Location
    Vic
    Posts
    23,959
    Thanks
    7,214
    Thanked
    7,336
    Reviews
    3
    Achievements:Topaz Star - 500 postsAmber Star - 2,000 postsAmethyst Star - 5,000 postsEmerald Star - 10,000 postsRuby Star - 15,000 postsDiamond Star - 20,000 posts
    Awards:
    200 Posts in a week100 Posts in a weekBusiest Member of the Week - week ended 15/1/15
    Agree- no refund. In your email quote the part of the agreement where you say if you do not wish to continue with the course you must contact me before the next instalment.

    You owe her nothing. And don't feel bad for it either.

  17. The Following 3 Users Say Thank You to Mod-Nomsie For This Useful Post:

    BlondeinBrisvegas  (17-11-2015),Summer  (17-11-2015),TheGooch  (17-11-2015)

  18. #10
    Join Date
    Apr 2009
    Posts
    4,690
    Thanks
    1,363
    Thanked
    2,673
    Reviews
    0
    Achievements:Topaz Star - 500 postsAmber Star - 2,000 posts
    I also run a small online business. No way would she be getting any refund at all!!!!

  19. The Following User Says Thank You to Lincolns mummy For This Useful Post:

    Summer  (17-11-2015)


 

Similar Threads

  1. Refund for flights
    By MrsMummaButterfly in forum General Parenting Tips, Advice & Chat
    Replies: 16
    Last Post: 27-07-2015, 06:07
  2. Would you ask for a refund/replacement?
    By Mod-Degrassi in forum General Chat
    Replies: 12
    Last Post: 20-06-2015, 19:41
  3. Visa debit - refund timeframe?
    By Mod-Degrassi in forum General Chat
    Replies: 4
    Last Post: 27-01-2015, 20:15

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
FEATURED SUPPORTER
ProSwimProSwim runs learn to swim classes for babies, children and adults. Our indoor centre in Plympton Park has lessons all ...
FORUMS - chatting now ...
Food and Mood studyResearch Help
Preparing for a NICU babyPregnancy & Birth General Chat
Do you think this is rude?Issues with Family Members
Do people suck...?General Chat
IVF Babies due Sep/Oct/Nov 2017 #2pregnancy and babies through IVF
Yep I cavedStep-parents / Blended families
❤Joyous June/July TTC!❤Conception & Fertility General Chat
Come chat, Ladies who are 40+ TTC or ExpectingConception & Fertility General Chat
REVIEWS
"Made bed time less anxious"
by Meld85
My Little Heart Whisbear - the Humming Bear reviews ›
"Wonderful natural Aussie made product!"
by Mrstwr
Baby U Goat Milk Moisturiser reviews ›
"Replaced good quality with cheap tight nappies"
by Kris
Coles Comfy Bots Nappies reviews ›