It's no secret the modern day consumers especially those who shop online want to hear that you can refund their money if they do not like the services or products that you are selling. While a good thing to the consumers, this very same thing can also prove costly to business that is starting out. How do you deal with this issue as a professional service company because you'll encounter customers that are used to this treatment?
I found it's really beneficial to offer at least something in return. It happens, you apologize, find some good middle ground (you don't have to go all the way with customer requests though) and move on.
Well, it's never an easy task. However, handling it well is beneficial because at least they wouldn't blast you if they want to review bomb you.
I agree, this is a very tricky subject and as such, it needs to be handled in a proper manner.
First admit if a mistake has happened and try to refund the money as quickly as possible.
We don't credit money to the account of the consumer until the product reaches us in a safe condition.
We have faced customers that returned defective products so we took such a step.
I agree and I like the steps you took against receiving defective products returned by customers.
What about a business that provide services? What protective steps would you recommend?
You can issue a refund but before it gets to that point, try to see if there's another way to solve the problem.
I agree what what someone has said in this thread. You may want to offer something in exchange and only issue a refund when there's nothing else that can be done.
Handle Refunds Quickly Efficiently and Courteously
the best way to handle them is to acknowledge the mistake and do everything you can to help. If your customer is entitled to a refund, return their money with a smile and thank them for giving your products/online store a try. There is nothing worse for a customer than having to deal with a company whose after-sale service is lacking, and the chances of me buying again from a company that drops its service standards as soon as they have my money are very slim.