Let them know you are happy to refund, but then open up the conversation to understand why. Perhaps you can just give the refund and invest in long term goodwill.Įven when you can offer a refund, a refund request is an opportunity to understand your customer’s needs better. Give your support team a range of non-refund options if you can.įor small refunds, the cost of discussing it with the customer may well exceed the funds saved. If you have a policy on refunds, link to it directly.
If you have a few moments to elaborate on that, I can talk to the team here, and we can give you our best advice.īe upfront about your decision to avoid misunderstandings. While I’m unable to offer a refund¹ (please see our terms and conditions here²), I can ³.Īs we arrange that, though, I would love to understand your situation better and see if there’s any other way we can help.Ĭould you give me a little more detail about what you needed to get done? It looks like, is that right? I’m sorry to hear you’re not happy with our product. Sometimes, your customer would be better off with a different product, and you may help them by offering that option. If you have a public roadmap, link to it and share some of the upcoming improvements. If it’s too complex or not good enough, just leave it out. Only offer this when you have a genuinely useful option. We're not saying “no” to you, we’re saying “yes” to as many people as we can at once. “It’s not something we will be building in." If it’s a “never, ever” you can use a stronger version here. Thanks again for taking the time to talk to us! We always appreciate feedback and suggestions.
While we can’t build exactly what you’re after, I do have a suggestion that might get you most of what you need. While that feature isn’t currently in our development roadmap¹, we are working on big improvements that will be helpful for the majority of our customers², and you’ll see those rolling out soon.
Thanks for the suggestion I appreciate you explaining how it would help you out. Your answer shouldĪcknowledge their need and address it if possible. So turning them down can be tricky, but better they know the truth than be strung along, hoping for something that will not arrive. It’s a compliment when your customers come to you for help because they like your work and they want it to solve more problems for them. "When are you going to add ?"Ī customer is asking for a product feature you know will not be added. Hand off to a teammate who can focus on a solution without having the baggage of disagreeing about support channels.Ģ. “I’m confident we can solve this by email, but if we try that and still can’t get you on track, then I’d be happy to call you.” Try offering an outbound phone call, but only if you and the customer try solving it by email first and fail. Offer live chat (if possible) as a perceived “faster” option to a solution. Build their confidence by explicitly telling them what happens to their email when it arrives. People often want phone calls because they worry about speed or being ignored. Now that you’ve reset the conversation, repeat what you need to help them. Position yourself with the customer against the problem, and gently remind them that they are the one holding up progress. You can omit this if the customer isn’t threatening to leave. As soon as you reply, I’ll be automatically notified so I can start investigating for you⁴. I really appreciate your help, and I know it’s stressful when you’ve got work to do and you’re stuck like this. If you can provide the following information, that will help us track down what’s happening and figure out the best way forward³. I want to help you get you the answers you need, and we can definitely get that done by email, but I will need your help². For some customers, a lack of phone support is a deal breaker, and that’s completely understandable, but it’s not something we offer at this time¹.
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