What to do if the client requires a refund for the program?

Question

Software and Internet Services

We sold a software product over the Internet.
The client transferred money to us (to WebMoney, Yandex Money, to a Sberbank card, etc.) - it doesn’t matter.
For some reason, it turned out that the client was not entirely satisfied with our product / service. Nevertheless, we do not throw customers away and 99% of customers are satisfied with everything. But let's say a particular customer asks for a refund.
For obvious reasons, we are not at all interested in returning (after all, getting a client is not at all an easy task), and if you make returns right and left, there will be nothing to eat. Of course, we do not enter into an obvious confrontation - we meet the client halfway - we make improvements, if possible, etc. There are many different ways to correct the situation and we, of course, use them.
But nevertheless, let's say it got to the point that the client specifically requires a return and does not want to consider other options.
The following questions arise:
- How can we argue our position - why we will not make a return.
- Let's say we want to make a refund, but we are against a refund of the full amount. Suppose we spent some time working with a client (answering questions, remote support, etc.). In addition, the return itself (transferring money) also requires certain gestures from us, including accounting ones. How to argue your position?
- What would be the consequences for us if we simply ignore the requirements of this client in terms of return (no contract has been signed) - and we will only deal with technical support?

Answer 1

The money must be returned, period. What kind of "office" is this that is trying with all its might to avoid a return? If you refuse to return the money or do everything to delay this process, you yourself are creating a situation in which the client will do everything to annoy you. The scoop has already ended, so be more prudent.

Answer 2

1) Just say so.
2) You will shit on forums and other things, if you are not a fool, then you will sue.

Answer 3

Software products cannot be exchanged or returned. So negotiate on your own terms. Anything you return is a gesture of goodwill. The rest is in the contract, in court or at the negotiating table.

Answer 4

You probably have a list of functions that the program performs on the site? I suspect that there is even documentation or videos, screenshots there that the client could read before buying. Therefore, you do not need to prove that you should not return the money. Ask the client to justify the return request by listing specific inconsistencies between the description of the program and its real functionality. Most likely, everything will result in the fact that the client expected something beyond what was written.
And yes - software products are non-refundable. Or they are, but with a bunch of reservations, serious evidence of marriage or harmfulness, with the destruction of copies of the product by the client, etc.
And of course there will be no consequences for you if you just hammer in the bolt :-)

Answer 5

Well, put yourself in the place of the client, and it will immediately become clear.
If you didn't receive a refund for a defective product, how would you react?
You don’t pay taxes, so it’s not clear what accounting gestures you are talking about.

Answer 6

Agreement with the client, in the studio! In the absence of a contract, was there any correspondence with the client? If it was conducted, using what service, and has it been preserved? Also it would not be bad to have a look at the license agreement for the use of your software product.

Answer 7

If you did not initially declare such guarantees for a return, then, as already said, you have the right not to return.
On the other hand, judge for yourself, the percentage of returns, if your product really helps many people, is low. If high, then this is a big reason to think.
To be petty, you can merge your karma in response. If you are a big company, then of course, plus or minus a dozen dissatisfied customers will not do the weather for you and you can safely score. Otherwise, I would recommend a refund. And let the returned money serve as a lesson to you, in a good way.
A person does not pay for goods just like that. So he had a problem that he thought could potentially solve your product. If he thought so, then it is quite possible that you, for example, do not have a demo version, or the description is not complete enough to show a person - in this form it solves the problem, in this it does not. And each refund is an indicator, an indicator in which direction to look. Run a demo, record a webinar, make more comprehensive documentation, etc.
And if you bring it to the point that "there will be nothing to eat," then something is wrong with your business. But this is a digression.
If you still decide to put pressure on the refusal, then:
1. Do not return part of the amount. Yes, on the one hand, this is at least something for the client, on the other hand, it somehow looks frivolous, my personal opinion. Take either one position or the other. What kind of body movements you make inside yourself, in truth, no one is interested.
2. Rely on the law on consumer rights, the software is irrevocable, you did not give guarantees, the full description is presented (the list of what were the opportunities to get acquainted with the product).
3. It does not expect any consequences, except for a damaged reputation. Unless, of course, the client is the son of a high-ranking official :)

Answer 8

What specifically is not to your liking? Is it possible to improve the program to a variant that suits? Is there a check? Is there an agreement? Is the client an individual or a company that ordered 100 copies? Are you a large company or just 2-3 people?
There are 2 solutions here:
= Change the legal address, burn bridges, open a new OJSC, burn sim cards.
= Return. To say that the refund takes 2-3 months. Sell ​​more copies, return.

Answer 9

Right now we are not discussing with the client the need for a return.
We had such a situation a month ago, but we managed to get out of it by agreeing to urgent free improvements. The client was satisfied, if not 5+ but 4+ for sure.
In a storm, navigation is not learned, so we are trying to decide in advance how far we can go in such situations (in case we could not agree). We have no experience of returning, but we don’t want to act like “suckers” and obviously to our own detriment.

Answer 10

@severodvinsk1987 In that case, you should have asked the question differently at the very beginning. In fact, half of the discussion was that we were trying to get as much information out of you as possible.
Moreover, if the situation has already been resolved, why do you ask the question "how not to return the money" instead of "how to avoid the situation when the client wants to return the money"?

Answer 11

It seems to me that in your situation you spent more money (your time) in discussing the issue here than you benefited from selling your program.
1.6 thousand rubles is not such a big amount to asshole it.
Of course, you can zazhopit and send the client away, especially if he himself is a fool and expected something from the program that is not written anywhere. Do you have a description of the program? Screenshots? trial period? etc ? he himself made the decision to purchase the software, no one pulled him by the gills.
On the other hand, if its arguments are that "you need to press a lot of buttons to get to the function" and you are ready to correct your program for it, then feel free to spit on it. The wrongdoers should be punished.
In any case, if a client needs a program, he will be glad that you listen to him. If he does not need her, and he spit on you, then spit on him.

Answer 12

Time is money, of course, but not that much :) In any case, experience is more expensive.
How to avoid a situation where the client wants to return the money is not quite so worded (it's good to be healthy and rich - but here everything is more or less obvious).
Rather, "how to fix the situation when the client wants to return the money." Here, I think, we get a more interesting situation for discussion.
Probably worth creating a new question.