Ask HN: How do you get over the pain of refund requests?
Every time I get a refund request I feel like I've been personally attacked -- often they're customers where its incredibly obvious that they're intentionally exploiting my favorable refund policy, and as such I shouldn't be insulted, but still, I feel it.
My refund rate is fairly low (less than 2% -- I've talked to other vendors in my niche and they report much higher refund rates). I have a prewritten response to refund requests that asks for feedback and offers a range of solutions -- in fact, it stops about 50% of refunds from being actually wanted. Its the other 50% that are mostly not in good faith anyway that are really bothering me.
I know I'm not alone here. Should I just be paying someone else to deal with my billing stuff entirely to separate my emotions from how things are going on the sales front?
My refund rate is fairly low (less than 2% -- I've talked to other vendors in my niche and they report much higher refund rates). I have a prewritten response to refund requests that asks for feedback and offers a range of solutions -- in fact, it stops about 50% of refunds from being actually wanted. Its the other 50% that are mostly not in good faith anyway that are really bothering me.
I know I'm not alone here. Should I just be paying someone else to deal with my billing stuff entirely to separate my emotions from how things are going on the sales front?