Effective Selling

How To Deal With Unfair Internet Customers: Recommendations and Business Cases

How To Get Rid of Refunders


By: Dan Lok

I get a lot of questions from my customers about what they should do with chronic refunders, people that always want a refund after buying your products.

You know what I talking about, the people who've decided to refund your product even before buying.

Now one of the ways that I run my business is that I choose who I want to deal with.

I don't do business with just anyone I am very selective of whom I want to sell to. Here is what I mean.

One of the policies I have is this.

I tell my assistant, whenever we get a refund request for one of my products we sell for example, to ask the person why they're refunding the product. If it's a legitimate reasons, then we give them their money back. We're still friends. No hard-feelings whatever. However, if we sense the person is a chronic refunder, I'll have Maisy ban the person from making any future purchases from us.

And by the way, I don't care what product you offer, you'll get a refund request, even if you are God.

Seriously, if God made a book about "How To Get Into Heaven", he would probably get a 5% refund rate.

It is normal, but it is not OK I think. So, the way I deal with it is this.

  1. I get rid of them. I don't want refunders, tire kickers, or looky lookers on my list because they waste my time. So I take them off my list. Seriously.

  2. I also ban them from buying my products in the future by entering their IP address into my 1ShoppingCart account. This way they can't buy my products anytime in the future.

  3. I ban them from opting into my list again. Period. So I never have to deal with them again.

Does that sound harsh? Maybe. One thing I've learned is customers are replaceable. If they don't appreciate my product screw 'em because I know what I have to offer.

I am not here for everybody, I am just here for somebody.

Heck, why would you try to help someone who don't appreciate what you have to offer anyway? It makes no sense.

Some people even have the nerve to return the product after five minutes.

Well, it is obvious as hell they haven't read the book or tried anything I recommend.

They are not winners, they are losers.

I want winners on my list.

I only want doers, players; I want a small tight group of people that trust me and like what I have to say.

And don't be afraid of offending someone; get rid of all these looky lookers.

Get them out of your life as quickly as you can. You will end up a winner, because you will only work with the people that recognize what you have to offer and appreciate it.

You'll make more money with less effort and less stress and yes, you'll also be happier.

Money Talks, Bullshit Walks!

Dan Lok

Quick Turn Marketing International, Ltd.

A former college dropout, Dan Lok transformed himself from a grocery bagger in a local supermarket to a multi-millionaire. Dan came to North America with little knowledge of the English language and few contacts. Today, Dan is one of the most sought-after business mentors on the Web, as well as a best-selling author. His reputation includes his title as the World's #1 Website Conversion Expert. To find out what Dan is up to now, visit him at this site.

Case in Point

Adel Anwar from Saudi Arabia purchased online a US$500-worth e-product, containing about 3,000 pages.

He asked for refund immediately, claiming that he had been able to "make power evaluation of the product within one minute."

PS: The product is a Zip file. Just unzipping and installing it takes more than one minute.


Case in Point

Joe Azzi from Saudi Arabia registered as an affiliate with a Seller of Internet products. The same day, his wife bought a product from the Seller using Joe's affiliate link, so Joe earned 30% commission. After some time, Joe asked for refund on behalf of his wife. Thus, he would get the product for free and keep the commission a double loss for the seller.



Case in Point

Rohit Shyam from USA purchased online a US$100-worth e-product and asked for refund immediately.

He claimed that the product had not been updated since 2001. (Actually, the product was released in 2005).

Further, he claimed that some critical information was missing. (Actually, simple two-line-long user instructions in bold letters were provided to help customers to find this information).

And so on... Nothing creative.


   New Service Idea  Database of Refunders


Charles-Rip Freyered, Anita Bobetch, Preston Smith, Robert Goldstein (USA)