Do you think we should refund yearly payment?
We had a customer who had a problem with his site. However, the reason he give is ridiculous. He is the only one who can't view his own website and blame on the server problem. Furthermore, he lie to revecom that we did not help anything and request for a refund. He can give all sh*t of reasons just to try getting the refund. To all webhosters, pls help. btw, this customer had being with us more than 2 weeks.

You say he has been with you for more than 2 weeks. How long has he been with you?

Yeh. . . .If it's only been two weeks I would give him his money back:cartman:

You don't have a 30 day policy that I could see, so I guess it is up to you. If they've been hosting under 30 days, give them their money back. If not, you will suffer a bigger headache in the long run. If you are really bent on the refund, tell them you will charge for one month of service and refund the remaining.

By all means, refund his money. An unhappy customer will tell everyone they know how much you suck. Is it fair? No.

We've refunded customers who couldn't figure out how to update DNS to point to their hosting account...and swore that it was our fault. We cheerfully refund their money and tell them they are always welcome back. We've actually had some of these people come back (humble, but educated) and refer others to us.

Your reputation and word-of-mouth is worth WAYYYYYYYYYYYYYYYYYYYY more than refunding an ignorant customer's $99.

--Tina

Your reputation and word-of-mouth is worth WAYYYYYYYYYYYYYYYYYYYY more than refunding an ignorant customer's $99.

Wise words indeed :smokin:

Gotta go with the majority on this one. I vote for a refund.

If your customer is not satisfied, give him his money back if there is no way to resolve the situation. Keeping it will only make him angry.

Just dont' refund any fees clearly stated in your TOS as non-refundable, and prorate the annual fee when refunding it.

I suggest giving him a refund, i also know what pain these customers are.:stickout

1 out of 9 happy customers will tell other ppl about you but 1 unhappy customer will tell 9 ppl about u.

Since it is only 2 weeks, you should get them a refund.

:(

Great advice....I would definitely opt to giving the refund also. You will be glad you did in the long run!

If one more makes a difference, I'd be opting for a refund too!

The other thing you need to consider is that no matter who's fault it was or no matter how annoying the customer is, ultimately they haven't received their year of hosting. If you don't refund, you're basically collecting bonus money. It's up to you whether collecting such "bonus money" is a fair way to do business.

The other thing to consider is that they can always chargeback if you don't give them the refund. If they do that, you actually lose money over the matter.

Only two weeks, it would be best to refund....but you might want to include a refund policy...say month to month first 30 days, yearly contracts 60 days or something like that to keep scammers from going seven or nine months and demanding a refund. charge backs can only be done within a certain period so check with your bank/pay service to see their policy on it.

If the customer was only with you for two weeks I think it would be right to give the money back. Granted he may have been a pain in the butt for two weeks but your service obviously wasn't what he want/thought he was getting and I'm sure that he's not the kind of customer you thought you were getting. It's always better to part on good terms if possible. I suggest atleast a 30 day money back UNLESS you have to outlay large amounts of money to purchase equipment or something like that. Then you should make it clear that a certain percentage is non-refundable.

Sam

I suggest a refund also. OR, if your stuck on the money thing, then help the guy figure out what the problem is.

It's probably something easy like a modified hosts file on his pc or, more likely, his Internet Provider was his previous hosting company and never removed the DNS entries.

Solving problems speaks volumes as well.

It seems to me that solving the problem is out of the question, the client made his/her decision and wants his $$$ back. I would refund the money.

- and yes there are statistics showing that 1 of 5 happy customers will tell other people about you, and every unhappy customer will tell 14 people/friends about the problem.

lol, if those statistics are true :D

i would definetly refund his 'precious' money :D

Originally posted by johnnycs
It seems to me that solving the problem is out of the question, the client made his/her decision and wants his $$$ back. I would refund the money.

- and yes there are statistics showing that 1 of 5 happy customers will tell other people about you, and every unhappy customer will tell 14 people/friends about the problem.