What to Do When Your Client Wants a Refund

What do you do when your client wants a refund?

It's an uncomfortable situation to be in, no doubt.

In my 8 years in business, I've made plenty of mistakes when I had to eat costs. But there have also been times when my clients have requested refunds and I know I was not at fault.

Whether you're a service-based business or product-based, I'm giving you my best tips for handling these tricky situations with grace and professionalism. And because I believe in the value of prevention, I'll let you in on what I did to avoid (or at least, greatly reduce) these scenarios from coming up again.

Little Pearls of Wisdom

[02:27] Set expectations, define the scope of the job, and clearly state your refund policy on your website, sales page, contract, etc.
[04:10] Hire a lawyer to help draft a solid refund policy.
[05:33] Assess the issue calmly and remove your emotions. Don't get defensive!
[08:45] Put yourself in the client's shoes to help you determine how to best rectify the situation.
[09:20] Consider alternative options to refunds like coupons or free shipping.
[10:50] The customer isn't always right. Be thorough upfront and hold your boundaries when appropriate.
[12:00] If a refund or replacement is necessary, make sure it arrives swiftly.

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