Hello,

My name is Derrick and I am manager of an outsourced support company. A client of ours(no name for privacy reasons) locked us out of his help desk about a month ago(no email saying why, wouldnt respond to ours). Now he is asking for a refund because we did not provide the service he paid us for, yet we could not provide the service due to his neglect.

I told him we would not give him a refund and gave him 2 choices:

1) Allow us to continue service for his remaining funds balance
2) Eat the money and go on his way

We do have a clause in our purchase agreement that all sales are final.

I do not want to be a jerk about this but if he failed to read the agreement and failed to read our numerous attempts to solve being locked out that is not our fault, I mean come on did he notice that we werent answering questions for the last month?

Just wanted to get an idea from what you hosts think. I mean if i was a hosting client and purchased a plan but didnt use it would you give me a refund after a month?

Thanks for your time,
Derrick

We generally give up to three months back with no usage... If they've used the heck out of it, it's a different story. Why? If you deny it, they'll likely charge it back anyhow. Most banks I've found will have no problems issuing a chargeback up to 90 days (hence the three months) but over that they don't normally do that. There are exceptions, I'm sure.

Just my opinion, and our way of doing things.

-David

Thank you for your reply well they used part of the purchased tickets not all of them.
Thanks again

Derrick

Just refund them if they're not happy.

Yeah i agree just let him go just charge him teh days you actaully did anything the rest just refund him for.

best way

Just give him and benefit of the doubt and give him his refund.

Well it is the host's fault. If he wanted a refund he should have contacted the company ... the company was paid to provide services which they tried to provide. It's his own fault. If you said all sales are final then I think you're entitled to keep all the money but it's upto you to see how you want your rep to come out.

It sounds like you are in the right. However, you always have to view other items associated with a situation like this. Basically is not refunding the money going to cause you more grief in the future? Bad advertising? Chargeback fees? etc.? If these are not a worry then hold them to the contract, if they are then re-evaluate your situation.

pro-rate a refund... I personally would not refund him unless he became an extreme pain about it

If you have no signature you have no leverage, generally speaking. Better to eat $50 or whatever and have him tell people you're great than to keep the $50 and have him trashtalk your company from here to eternity.