Re:Ask HN: How do you get over the pain of refund requests?
by chandika on Saturday September 17, 2011 @10:01PM
(#3009277)
Do you have a 'no questions asked' refund policy? Do you still ask questions as of to why?
We do have such a policy, but we do ask 'why?' in a manner that aims to clarify and improve our service. A subset of the users are nice enough to explain and sometimes addressing that root cause cuts refund rates by about 25%.
Btw, would you mind sharing the points in your refund response email template? I would assume the effectiveness would depend on the nature of product, but it'll still be educational me thinks.
We do have such a policy, but we do ask 'why?' in a manner that aims to clarify and improve our service. A subset of the users are nice enough to explain and sometimes addressing that root cause cuts refund rates by about 25%.
Btw, would you mind sharing the points in your refund response email template? I would assume the effectiveness would depend on the nature of product, but it'll still be educational me thinks.