I plan to sell e-books (as well as tangible books) online.
Can customers regret their purchase of an e-book and demand the money back?
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Can a customer return digital products?
July 25th, 2007, by: southernrightwhaleYou need to login before leaving a comment If you do not have an account, you can register one here.
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The short and sweet answer is Yes.
Do customers usually tell us that the reason for their request is buyers remorse? No.
Customers that purchase an e-book and are dissatisfied for various reasons do request refunds. I will not speak for all 2Checkout vendors that sell e-books, but I do know that many will issue the refund versus allowing the customer to have a bank assisted dispute issued. If I were a supplier of e-books, I guess the question I would have to ask myself is: What do I have to charge for this e-book to make up for any loss, due to dissatisfied customers, fraud, etc.
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Thank you jwill.
Not the answer, that I was hoping for, but thanks for the swift reply : o )
Can I set my own time limit for how long they can request a refund, or must it be 30 days?
Thanks.
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The answer is yes and no.
We recommend that all of our suppliers create a refund policy. When possible, we will follow the refund policy that you set up. There are, however, some cases where we may refund outside of your policy, but before we do we will contact you so that you can work with the customer to avoid a refund.
The best way for you to handle it is this:
Create a refund policy that you would like us to follow and send it to us so that we can post it onto your account.
Wait until the orders pass fraud review before filling them. This will also give a little bit of time for the customer to change their mind before you provide the product.
Answer customer requests quickly so that you can work with the customer to avoid a refund.
Electronic goods are somewhat risky by definition. Unlike tangible goods that can be tracked through shipping companies, it is nearly impossible to prove receipt of a digital product. As JWill stated, it is best to take this into account when you are pricing your e-books.
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Thank you Julie.
Can you please explain what fraud review means? Who does this?
Thanks.
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We have an in house fraud team who checks all orders to ensure that they are not fraudulent. The process can take anywhere from 6 to 48 hours, depending on the complexity of the order. After the fraud review is complete, we’ll notify you which orders passed and which did not.
It’s your choice if you’d like to wait until the order has passed review before you send your product out. While we recommend for you to wait for the review, we do have suppliers who instead send out all electronic products immediately. You simply have to figure out which is more important for your business, automatic downloads or fraud protection.