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  1. #1
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    How do you deal with the random customers who want immediate refunds?

    Just had a funny one. We state all over our website that we do not provide a refund for our low end plan under any circumstances. We do that to keep the PiTA tire kickers away who will start complaining at the drop of a hat. We have to manually verify each order before setting it up and there are some technical things we need to do with each new customer set up. Takes about 30minutes. So we figure instead of setup fees, we do not issue refunds on the low end plan and that 1 month is basically the setup fee.

    So this guy signs up and within an hour (no exaggeration) he is complaining that our support is bad and he expects a full refund...lol. First of all he didn't even have time to decide what our support is like. He asked one question about a particular thing that is not working which is beyond our control. That feature is not directly related to our service and the customer has at least 2 other ways to do the same thing as what that feature does.

    Suddenly it's all our fault that Microsoft hasn't fixed this feature and we should have done something about it blah blah and our support is horrible because of that. I suspect he had no intention of keeping the service and just wanted an excuse to ask for his money back. Maybe a competitor checking us out.

    Anyways, my plan is to just ignore the guy and if I end up having to pay $15 for the chargeback down the road so be it. Money well spent to make him waste some of his time.

    I don't always do that. Just with people who are particularly annoying. I sometimes do provide refunds if I think the person has a legitimate issue and not out to waste our time. There will always be people out to badmouth you if you don't give them a refund but I figure if I just ignore them they have less of an excuse to do that. I don't like feeling like I have to give them a refund as a sort of bribe to shut them up.

    Another thing I do sometimes with paypal charges is wait the full 60 days paypal gives you to issue a refund.

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    Last edited by UnfinishedSentenc; 02-04-2014 at 05:23 PM.

  2. #2
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    I would just give him his refund and let him go, not worth the hassle and saves the "If you don't give me my money back I'm going to post on WHT"

  3. #3
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    Quote Originally Posted by TekHive View Post
    I would just give him his refund and let him go, not worth the hassle and saves the "If you don't give me my money back I'm going to post on WHT"
    I hope he does post on WHT. If he gives you the same reasons he gave us you will all be laughing at him guaranteed.

  4. #4
    Quote Originally Posted by mustardman View Post
    I hope he does post on WHT. If he gives you the same reasons he gave us you will all be laughing at him guaranteed.
    But is it worth to waste your time for such client?
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  5. #5
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    Im with the others, issue the refund and let him get on with it, sometimes its better just to focus on your own thing and let the weirdos like them get on with it and do there thing. .. each to there own .....

  6. #6
    Truly, as unfair as it may seem to the host when someone is clearly playing a trick on them to get their money, its better to back off sometimes and let them think they are above "the law" and the TOS of the contractual agreements. It simply isn't worth it. Not worth the time, nor the effort and nerves. Plus, it might not be a problem for you to "pay $15 for the chargeback" and let him waste his time, but in the long run you have to think about the bad credit history that creates for your company and this certainly is worth more than the mere 15 bucks.
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  7. #7

  8. #8
    Good point from Rado Ch. In the long run, the bad credit history of having the chargeback would not be worth it.
    I would suggest that you try to look for a way to placate the customer and convince him to stay; if unsuccessful, refund his money. At least, you would have a good record behind you. It would not be great if he is not placated, nor his money refunded, and he hits to the social networks. Bad news spread faster than your your good adverts you have paid for

  9. #9
    I'd suggest that, no matter how terribly awful the customer is, just politely apologize that you are unable to meet his expectation and refund his money. Making him mad by refusing to refund will probably cost you your company's reputation (if by chance he's posting on public forum and other sites) which is a very costly exchange.

  10. #10
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    I would be straight up with the customer just let him know you guys do not issue refunds for any service or just that small package your talking about. If he keeps contacting your staff or support then just tell him take it up with paypal which most likely they would. It's def. not worth chargeback fees and emails back and forth from you the client and paypal. In the long run this may bite you in the behind because they will fold for a charge back and may possibly come back to WHT here and leave a negative feedback or review about your business which wouldn't look to nice or good on your end.


    Depending on client to client I would maybe refund them the money depending on their attitude and behavior.

  11. #11
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    refund him and let the fXXk user away,you do not need to spend more time and money on such gay.

  12. #12
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    Quote Originally Posted by TekHive View Post
    I would just give him his refund and let him go, not worth the hassle and saves the "If you don't give me my money back I'm going to post on WHT"
    Quote Originally Posted by mustardman View Post
    I hope he does post on WHT. If he gives you the same reasons he gave us you will all be laughing at him guaranteed.
    Quote Originally Posted by xCubeHost View Post
    Im with the others, issue the refund and let him get on with it, sometimes its better just to focus on your own thing and let the weirdos like them get on with it and do there thing. .. each to there own .....
    Quote Originally Posted by Rado_Ch View Post
    Truly, as unfair as it may seem to the host when someone is clearly playing a trick on them to get their money, its better to back off sometimes and let them think they are above "the law" and the TOS of the contractual agreements. It simply isn't worth it. Not worth the time, nor the effort and nerves. Plus, it might not be a problem for you to "pay $15 for the chargeback" and let him waste his time, but in the long run you have to think about the bad credit history that creates for your company and this certainly is worth more than the mere 15 bucks.
    Quote Originally Posted by BoxIntense View Post
    I'd suggest that, no matter how terribly awful the customer is, just politely apologize that you are unable to meet his expectation and refund his money. Making him mad by refusing to refund will probably cost you your company's reputation (if by chance he's posting on public forum and other sites) which is a very costly exchange.

    Why do you guys even bother to have a TOS page? Well customers, go with the above hosts because you know you can get your money back even if it states you cannot. Just say you'll chargeback for your own stupidity. Threaten to post on WHT and they might even give you a bonus lol <-- kidding there.
    Last edited by @Jesse; 02-05-2014 at 10:36 AM.
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  13. #13
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    Quote Originally Posted by rits View Post
    Why do you guys even bother to have a TOS page? Well customers. Go with the above hosts because you know you can get your money back even if it states you cannot. Just say you'll chargeback and they will become pushovers and even apologize for your stupidity. Threaten to post on WHT and they might even give you a bonus.
    So you would rather a client kicks up a fuss over a $15 account? the client was with the OP for not even 12 hours, if he is not happy with the service why should he not be entitled to a refund?

    Also the OP said there was 1 thing which wasn't working, sorry but if I signed up to somewhere which didn't have a certain feature available (maybe that's the only reason the client signed up with said host) which it was suppose to, then I should be well within my rights to receive a full refund.

    This is why we offer a money back grantee just like many other web hosts, maybe something the OP should take into consideration.

  14. #14
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    Quote Originally Posted by TekHive View Post
    So you would rather a client kicks up a fuss over a $15 account?
    That's up to the client. The OP said, "We state all over our website that we do not provide a refund for our low end plan under any circumstances"


    Quote Originally Posted by TekHive View Post
    the client was with the OP for not even 12 hours, if he is not happy with the service why should he not be entitled to a refund?
    Could be 8 days, 12 hours, 20 days, it doesn't matter really. The OP said, "We state all over our website that we do not provide a refund for our low end plan under any circumstances"

    Quote Originally Posted by TekHive View Post
    Also the OP said there was 1 thing which wasn't working, sorry but if I signed up to somewhere which didn't have a certain feature available (maybe that's the only reason the client signed up with said host) which it was suppose to, then I should be well within my rights to receive a full refund.
    It was a Microsoft thing he said. It's not going to work regardless.

    "He asked one question about a particular thing that is not working which is beyond our control. That feature is not directly related to our service and the customer has at least 2 other ways to do the same thing as what that feature does."

    Quote Originally Posted by TekHive View Post
    This is why we offer a money back grantee just like many other web hosts, maybe something the OP should take into consideration.
    Yes; you. Not the OP, as stated, "all over" his website.
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  15. #15
    I'm with everyone here.. its better to nip it in the bud.. and have them move on...
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  16. #16
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    Quote Originally Posted by rits View Post
    That's up to the client. The OP said, "We state all over our website that we do not provide a refund for our low end plan under any circumstances"
    Quote Originally Posted by rits View Post
    Yes; you. Not the OP, as stated, "all over" his website.
    Yes which the OP said the following;

    Quote Originally Posted by mustardman View Post
    Opinions? Alternative techniques?
    And this is what we have done

  17. #17
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    Best way to deal those losers requires OP to have weak or even anonymous connections to major webhosting sites.

    So, it's good that OP does not advertise in his signature. Spreading signature links might sound good but it ends up biting you in the ass in long term.

    If OP was advertising his company in his signature, I would have recommended to refund him and get it over with.

    But, since his host remains anonymous on WHT, I say refuse to refund him and let him do whatever the hell he can do. Just make sure that you never reply to his threads.
    I choose not to use my signature for advertising.

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  18. #18
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    Quote Originally Posted by TekHive View Post
    Yes which the OP said the following;



    And this is what we have done
    Touché. Sorry, took it as you were saying he was wrong in doing so
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  19. #19
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    Hay, if you don't offer refunds you don't offer refunds. But normally if we dont do anything to provision the account we can normally refund it back.
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  20. #20
    Quote Originally Posted by rits View Post
    Why do you guys even bother to have a TOS page? Well customers, go with the above hosts because you know you can get your money back even if it states you cannot. Just say you'll chargeback for your own stupidity. Threaten to post on WHT and they might even give you a bonus lol <-- kidding there.
    I think you misunderstood particular advise with general advise. Of course you wouldn't need any TOS if you constantly break them, the advise was pointed towards this specific case - i.e. customer signed a short time ago, needed feature was missing, no possible alternatives etc. There are no general rules in hosting and this is why the ability of a company to be flexible goes a long way.

    Plus, most hosts, including ours, do have a money-back guarantee, so we wouldn't even face such a case - if the customer wants to quit 30min after signup and there is nothing we can offer - fine. Here's your money, have a great day
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  21. #21
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    Quote Originally Posted by Rado_Ch View Post
    I think you misunderstood particular advise with general advise. Of course you wouldn't need any TOS if you constantly break them, the advise was pointed towards this specific case - i.e. customer signed a short time ago, needed feature was missing, no possible alternatives etc. There are no general rules in hosting and this is why the ability of a company to be flexible goes a long way.

    Plus, most hosts, including ours, do have a money-back guarantee, so we wouldn't even face such a case - if the customer wants to quit 30min after signup and there is nothing we can offer - fine. Here's your money, have a great day
    Yup I did confuse what was said. Found that out last post. My apologies.
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  22. #22
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    In most cases, I'd give them the refund and close their account immediately otherwise you'll likely have a chargeback on your hands which are a major problem - I would much prefer to give them a refund and end on somewhat "good terms" rather than said person creating a chargeback which will damage your reputation with your payment processor. Sometimes you just need to say "OK, goodbye" and forget about them.
    Last edited by LinuxG; 02-05-2014 at 12:55 PM.

  23. #23
    Quote Originally Posted by BoxIntense View Post
    I'd suggest that, no matter how terribly awful the customer is, just politely apologize that you are unable to meet his expectation and refund his money. Making him mad by refusing to refund will probably cost you your company's reputation (if by chance he's posting on public forum and other sites) which is a very costly exchange.
    This.

    It's not worth the risk to your reputation, it only takes one negative review and it could damage future sales - refund the customer, apologise and move on.

  24. #24
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    I would issue the refund right away. These kind of customers are not worth your time, and a refund is done in 3 or 4 clicks. It looks way better than a chargeback, and who knows, they might go on WHT saying "I got a refund so fast that I'm considering signing up again!" (I doubt that, but you know..).
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  25. #25
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    As everyone has said, there is point loosing sleep over it. Just refund and find yourself a stable, reliable customer - Trust me they are out there somewhere!. Definitely one of the downfalls can be offering 30 day guarantee's etc. Although, they are great for customer confidence and negates issues with "trials" etc, it gets exploited way to easily in my opinion.

    Take example 1.) - Customer orders a hosting plan on a monthly basis. Pays in full. Uses account for 12-20 days and set's up his business site. The next months invoice comes and he pays for that in full. 24 Hours later he then asks for a full refund. Personally, I don't understand how you can pay for an invoice for the next month of service and then demand a refund? So it was easier to just give all his money back and move on rather than contest and only provide his first invoice'd amount back.
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  26. #26
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    Quote Originally Posted by Askforhost View Post
    But is it worth to waste your time for such client?
    He has already wasted our time. Now we want to waste his.

  27. #27
    personally. i would check up on the legal matters first. make sure that in the terms and conditions there stated that there wouldnt be a refund for low end packages. Could potentially save you money plus if they do post on this then everyone know you went through the legal procedure and that you know what your talking about.

  28. #28
    If you can't bring yourself to give him a refund...

    Tell him you'll provide a refund but want to understand the issue better first so you can improve service. Ask that he call you, or specify a time when you can call him.

    Lots of blowhards are happy to hide behind email and would be terrified to actually talk to anyone.

  29. #29
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    You should charge him for next month just to upset his parents.

  30. #30
    Quote Originally Posted by speckl View Post
    You should charge him for next month just to upset his parents.
    +1 haha
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  31. #31
    They have to understand their not the only customer with.

  32. #32
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    Well, don't take this the harshly but it's not your job to decide if the customer has had enough time to be upset. They are asking for a refund you are required by law to provide them one even if you have a cleverly written TOS. In addition to this a chargeback is much more then $15 fee it is also a ding on your merchant account. And having to file a chargeback means he has a reason to complain. Your job should be to not give him any reason to complain. Here is your refund, sorry you weren't happy. Anything I can do to help you get going in the right direction ? Some people will never be happy, he may have crossed your path but you don't need to think about him in 60 days because of a chargeback and hurt your brand and reputation for being a hardass. If your in this business you should be displaying more compassion for the confused customers. Blaming the issue on Microsoft is also not an option, you should be calling Microsoft out on the issue. Customers are not aware this is going to cause them problems until after they have signed up in which regards you should be issuing a refund with no questions.

    About your "covering our setup fee" policy, this is not a legitimate way to go about it and you should be seeking legal assistance with your TOS. I didn't mean to offend you but your business practices seem a little wrong. I understand about the time to install an account and agreements and all that other stuff. But you should put yourself in the best possible light.
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  33. #33
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    Quote Originally Posted by solarblunet View Post
    Well, don't take this the harshly but it's not your job to decide if the customer has had enough time to be upset. They are asking for a refund you are required by law to provide them one even if you have a cleverly written TOS. In addition to this a chargeback is much more then $15 fee it is also a ding on your merchant account. And having to file a chargeback means he has a reason to complain. Your job should be to not give him any reason to complain. Here is your refund, sorry you weren't happy. Anything I can do to help you get going in the right direction ? Some people will never be happy, he may have crossed your path but you don't need to think about him in 60 days because of a chargeback and hurt your brand and reputation for being a hardass. If your in this business you should be displaying more compassion for the confused customers. Blaming the issue on Microsoft is also not an option, you should be calling Microsoft out on the issue. Customers are not aware this is going to cause them problems until after they have signed up in which regards you should be issuing a refund with no questions.

    About your "covering our setup fee" policy, this is not a legitimate way to go about it and you should be seeking legal assistance with your TOS. I didn't mean to offend you but your business practices seem a little wrong. I understand about the time to install an account and agreements and all that other stuff. But you should put yourself in the best possible light.
    No..noo...nooo. This is almost all wrong.

    You are not required by any law to provide a refund. He setup the account. A 3rd party program did not work. It had other ways to do the same thing - so basis were covered.

    A charge-back will not hurt a merchant account. If you have many for the same reason you will be asked to explain reasons this issue exists. Wal-Mart would not be around today if this were true lol You're just repeating things that have been spread around forums because somebody said something they didn't really have a clue about in the first place. If they're justified it will not have you cancelled. You might be confusing a merchant account and accepting paypal or 2co payments. These are not merchant accounts.
    Last edited by @Jesse; 02-09-2014 at 08:23 PM.
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  34. #34
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    Quote Originally Posted by solarblunet View Post
    They are asking for a refund you are required by law to provide them one even if you have a cleverly written TOS.
    LOL.

    Imma go rent a car for 10 years then tell them I didn't like it.

    Please, don't get involved in something you clearly have no clue about.
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  35. #35
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    You are not required, however, I would pay double to get someone who will waste your time and resources like that, it's not worth the hassle, never serve them again, put it in the FRecord DB and move on, refund them, you dont want people posting bad stuff, even if some dont believe it, that can reflect you long term

    We had a case not so long ago, paid for a license, domain and more, he wanted a full refund after 3 days (40 chats lasting 10-15 minutes a time) (4 tickets) in 3 days! It was worth the refund, it's just not worth it sometimes.

  36. #36
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    You are required in a lot of cases especially within 24 hours to provide a refund. You should check your local and federal laws. I think its great that people can run a company without a business degree.

    And since he was unable to provide adequate service because of the Microsoft issues is also bound to provide a refund since that is why the customers purchased his services.
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  37. #37
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    Quote Originally Posted by solarblunet View Post
    You are required in a lot of cases especially within 24 hours to provide a refund. You should check your local and federal laws.
    No not true

    Quote Originally Posted by solarblunet View Post
    I think its great that people can run a company without a business degree.
    That's just a silly statement You should feel silly for even saying that...
    Quote Originally Posted by solarblunet View Post
    And since he was unable to provide adequate service because of the Microsoft issues is also bound to provide a refund since that is why the customers purchased his services.
    Or providing a valid work-around which accomplishes the same thing is valid to stop a charge-back. This was not the providers problem. It was something that would be the same no matter where the client went.
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  38. #38
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    Sorry your not right, I'm not gonna take you to business school in your local jurisdiction. If a client signs up using their credit card and is unhappy with services within x amoutn of hours they are entitled to a full refund. You cannot write terms of services that superceed visa and mastercard regulations which is why the client has a right to file a chargeback. Furthermore the client might not know how to execute the workaround and has a right to execute his program or idea the way he see fit and not given a warning ahead of time that they could not execute features in a given way is probable cause to give him a refund for "services not as described"
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  39. #39
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    I feel like you have no idea how communication works in a charge-back situation.

    You can't use service not described as a reason. The service was delivered. The license was setup. A 3rd party issue does not fall under that. You have a lot to learn.

    Anyway, I'm done with this back and forth. It's a waste of time for both of us.

    PS: With visa, it's not x amount of hours. It's xx amount of days.
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  40. #40
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    Also I've filed and won over 8 million dollars worth of chargeback complaints.
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