Our Epic Refunder
First off, I’m sorry for not posting blogs for a while now…
And now that I’m back, I wanna make an “epic” post about our experience after someone requested for a refund after she purchased Mobile Video Boss.
The time I’m writing this, we are still in the middle of the launch and my goal was to repeat my record in my previous launch (Social Video Ads) where I had 0 refunds (yes I did it, amazing, right?)
We didn’t receive any support ticket asking for refund so I was positive we can do this again. I’m actually chatting with my partner Chayne, telling him this good news.
But we suddenly received a refund request in my paypal email. Here’s the message…
"Request for Refund, I am sorry but I must ask for a refund on this purchase. The quality of the information is below my expectations for the price.thanks"
I should have just granted her a refund as that was what I usually did.
But since my last product, I decided to change our refund policy because a lot of buyers are abusing the “30-day no questions asked” policy.
I started telling that they have to show proofs that they went over the entire training, applied what we taught them and yet it didn’t work for them or they didn’t learn anything.
This is not just to protect our business but also to encourage buyers to take our products seriously and apply what we are showing to them.
I then told here about our refund policy…
"First off, this is not a support email and when you have concerns, please send them here: firstname.lastname@example.org
About our refund, I'm sorry to say we can't just grant refunds without meeting our terms.
We have had people in the past just asking for refunds without going over the course and what not so we have to protect ourselves as well.
While we understand that the course might not be for everyone, you should show us proofs that you went over the entire course and bonuses and applied them all.
If after all that, you didn't learn anything at all then we will process your refund.You need to show us videos that you are creating and it's not working even after following our video lessons, then okay we will send your money back.
Sorry but anyone can just say "the quality of the training is not good" and so we just want proofs.
About the quality of the information for the price, I have to disagree with you on that.
The types of shots and video shooting lessons we showed there can costs a lot more than our pricing here.
But we over-delivered by showing how to edit videos on a smartphone as well (something that was never done before).
In fact, I know a training on iPhone video shooting that costs $97 and we are showing a lot more here such as stop motion and hyperlapse.
We even added bonuses on video properties and live action video editing as well.
So for $31.95 - this is totally a steal if you ask me.
So again, please show us proofs that you went over the entire training and applied them.
You are still a member for just a day so why not take your time in going over the training and applying them all first?
And if after you applied all these things you didn't learn anything, we will be glad to refund your money.
And then she replied back…
"Wow, never saw those terms in the TOS, did go through the training, obviously for my reasons of low quality training. I have purchased lower priced courses with much better quality training. Glad you like it, it will come back to bite you.No more money to you or yours from me.Will do a reivew on the crappy product."
I don’t know how she read my reply but I was just trying to ask for a proof that she went over our training and applied what we taught because we saw that she just joined for a day.
But let me just comment on some of the things she said...
“I have purchased lower priced courses with much better quality training”
I do believe that our product is still in the low price point compared to it’s value. In fact, I HONESTLY think we’re one of the few who are discussing a lot of video creation lessons in a training.
Well, if there are lower priced courses with much better quality training, people can go ahead and buy them instead of getting ours. This is just how we priced our product and we think that it’s really low compared to the value we are giving.
“No more money to you or yours from me. Will do a review on the crappy product.”
Here, she's trying to threaten us with her negative review and not buying our products anymore.
Well, I'm not really concerned with this because we already have thousands of training members who are happy with what we are delivering. I'm not just sure if they will rather believe her or me 🙂
And about her not buying our products anymore, ow thanks God, as I don't like to deal with this anymore. Again, she thought that we'll get bankrupt if she'll no longer buy from us. Oh come on now, there are hundreds of other people out there who are willing to pay for our courses. Losing someone like her as a buyer is nothing.
The problem with other people sometimes is that, just because they paid you $32, they thought they own you and they can demand for anything and threaten you like they are the boss.
We'll not for me. So I replied back...
"We actually clearly mentioned those terms in the sales video, below the sales page, and in the FAQ so there's no way you missed them
About other lower priced courses with much better quality training, you can always go ahead and buy those courses.Still, that's not a valid reason to ask for a refund.
"it will come back to bite you."
- We've been through worse things than this before and we are not afraid anymore.
"No more money to you or yours from me."
-That's fine, there's a lot of other people who can give their money for our products.
"Will do a reivew on the crappy product.
Feel free to do so because we have thousands of others believing in us.
And I'm sorry if I offended you when I asked for proofs. I don't really mean to offend you in any way.
We just want proofs that you watched all the videos inside the members area and applied them and yet you didn't learn anything.
I understand that you might have been used to "no-questions asked refund policy" in the past.
I did that before and a lot of people are abusing and so we just made it different this time so we can also protect our business.
We just want proof that you went through the entire training and applied them and they didn't work.
So just provide us what we need and will be glad to refund your money."
Now if she just showed us screenshots of the members area plus videos she was editing but can't follow the instructions we are showing, I should have just refunded her money and we would be both cool.
But instead, she was so offended by my reply and forgot that she was the first one who started this and I'm just replying to her funny threats...
"I find your responses and inflammatory responses to be so offensive and insulting. All I did was ask for a refund because your quality of training is juvenile to me and so lacking in explanation, "hey turn on the phone, push the record, download this product and use it to edit video, step by step snap a picture and add it up to make a slow motion video, use lights, see our lights, push the 2x button again to make it faster....:
Yeah I went through the videos, they are nonsubstantive and do not do anymore than show that you guys are just make money sellers and not concerned with giving quality instruction. I suggest you look at James Wedmore or Mike Stewart or the Learn Camtasia team for good training. Your video program shows that you just threw a product together to scam people of their hard earned money, you are just an unprofessional 'make money fast' scammer and your replies to my inquiry prove that.
You are rude and insulting and I will be sure to let the community from the affiliate who recommended you know this.Stay away I am done with you and will go through PayPal for refund on both of these purchases."
Well, while reading this reply of hers, it's obvious that she's no longer bound by reasons but by her so offended emotions because her threats didn't work for me.
Again, it's not that I don't like to give her a refund. I just wanna stand by our refund policy.
But since she said a lot of funny things here, let me use her own words against her...
"I find your responses and inflammatory responses to be so offensive and insulting"
While I didn't mean to offend her, I have to reply to her threats. And what is she expecting me to say? "Oh please don't do that, I'm so scared..." Hell NO!
"All I did was ask for a refund because your quality of training is juvenile to me..."
And all I'm asking is a proof that she went over the entire training and applied what we showed inside because that's our refund policy. After showing us proofs, we will then process the refund. How hard was that?
"...so lacking in explanation, "hey turn on the phone, push the record, download this product and use it to edit video, step by step snap a picture and add it up to make a slow motion video, use lights, see our lights, push the 2x button again to make it faster...."
And so how does she want this to be explained in a non-juvenile way? If you are showing steps then just show the steps because they are the steps - that's how simple it is!
I can create a very technical training but we want our lessons to be as easy-to-follow as possible because we understand that not everyone are so techy.
And in joining a training, there will always be part of the lessons that you already know.
As teachers, we are here to accommodate everyone so they will not miss any steps.
But she's just so selfish that just because she might already know a few basics that we showed, she thinks that our training is low quality.
"Yeah I went through the videos, they are nonsubstantive and do not do anymore than show that you guys are just make money sellers and not concerned with giving quality instruction. I suggest you look at James Wedmore or Mike Stewart or the Learn Camtasia team for good training. Your video program shows that you just threw a product together to scam people of their hard earned money, you are just an unprofessional 'make money fast' scammer and your replies to my inquiry prove that."
Now this is the epic part where I really lost my coolness. I don't understand why our giving of instruction is juvenile and all the more, she called us scammers.
I was tagged as a scammer for the very first time so I'm somewhat going crazy in reading that.
HOW in the world are we scammers?!!!
Scammers are those who ask for your money and don't deliver the product.
If she thinks our training is low quality, so be it for her. But she has NO right to call us scammers!
And the funny part is, she mentioned about James Wedmore, a mentor I followed for years and bought a lot of his programs.
Funny thing is, I learned that refund policy from James.
While I admit that our training can't match James' programs and teaching ability, I don't think our courses are that crap.
But comparing our course to James is not fair because his training are premium and the prices are through the roof (I actually bought his $2000 course).
"You are rude and insulting and I will be sure to let the community from the affiliate who recommended you know this."
Well, I thought she's done threatening us. I already told her from the beginning that I'm not afraid of what she will do but well...
I supposed to stand by our refund policy but I realized this is not going anywhere so I just decided to refund her money and get rid of her forever.
I don't wanna deal with this kind of person anymore. Here's my final reply and then refunded her money...
I'm just asking for a proof that you went through the training so we can give you a refund.
I don't know why this has to come to this.
And by the way, you mentioned about James Wedmore and I learned this condition in giving a refund from him.
I bought his $2000 course and I look up to this person.
And if you know him you know that his courses are a LOT more expensive.
I mean come on - we're just trying to give you the instruction in the lessons and you find them juvenile?
I released 5 courses and it's my first time to hear such comments.
But you know what, I'm tired of this!
Let me refund your money and PLEASE don't ever buy our products anymore. I don't like to deal with a person like you any more...
So I don't know
On one hand, I wanted to stand by our policy but I was also thinking I should have refunded her money from the beginning.
These are things that product creators have to deal with.
I'm sure people will have different opinions on this and I wanna hear your thoughts.
As a buyer or vendor, what are your experiences about this?
Please share me your thoughts by adding a comment below...