But, when a customer requests a refund or exchange — it can be a good thing. If you work in retail, you often find a customer knocking on your door for a refund or return. If you just tell them “No” without explaining, they will feel upset and frustrated. These conversations drag on for longer than they have to and get more people involved than needed. Every refund situation is different. As a business owner, it may be hard to reject a customer. As a business owner or manager, there are many times when you need to say "no" to customers, employees, vendors and even the public. The bright red or yellow sticker on the box saying “clearance, no refunds” should make it fairly obvious that you won't get a refund on the item. Tell your customers outright that they personally are important to you, and that you will do whatever is in your power to do to satisfy them—not just retain the business. If you only ask yes/no questions, the customer will tell you whatever they think you want to hear to get to their refund fastest. Because your request falls under our refund policy [briefly state refund policy, like “no questions asked refunds in 30 days,” etc. Keep your eyes open for potential credit card fraud . Some customers will use returns as a way to keep their product/service and the money, but this is technically fraud. No matter how busy you are, do not leave unsaid words and explain your customers everything carefully, especially if you delivered negative news. You may have had to reject 37 customer requests by lunch. Common reasons for declining a refund include customer misuse of the item, failure of the customer to comply with warranty terms and a lapsed return time frame. A by-product of saying “no” is that it often results in lengthy conversations, anger, and escalations. Treat your consumers well, no matter the situation and they will return and tell others about your product because of their satisfaction from dealing with your customer service representative. No small business wants to believe that the products or services they sell are ever less than stellar. It is important that people are aware that you are actually listening to their concerns. We have processed your request and have issued a refund to your credit card company [customize this based on how they paid and how you process refunds]. But it is critical that you selectively say no to avoid spending more than you'll get in return. All the more reason to treat customers—especially the difficult ones—like your allies (because they are.) You cannot say you offer NO REFUNDS under all circumstances and there is no time limit for customers to request any refund. But a little ingenuity can help. Treat every “no” like the first “no” of the day. NBA League Pass is a streaming service used on smartphones and computers that allows access to National Basketball Association (NBA) games during the basketball season in the U.S. This article looks at how to say No to a customer – nicely. A combination of factors has given some consumers the belief they can return anything at any point for a full refund regardless of how battered it is. A "No Return, No Refund Policy" normally allows a user to cancel the service but there are no refunds for previous use. ], we will gladly honor your decision. This includes all gifts, sale and secondhand items. As customers we hate it, so why would you straight up say “no” to a customer request? 4. So when you get the dreaded e-mail or phone call asking for a refund, you very well may find yourself questioning everything single thing you do. You should have a company policy in place that dictates how and when cash refunds are given, and for what purpose. 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